Warranty issue: Am I wrong and should I apologize?

[jdavis71]

I have a defective $700 switch (less than 3 months old) from on of our labs that I needed replaced. After 2 phone calls to tech support, he agreed that it needed to be replaced. He said that I needed to pay one-way shipping, and I hit the roof! They were going to send me a refurbished unit, which was okay as long as it worked. I refused to pay shipping and asked to speak to a manager. I spoke to the next guy and he said I would have to pay shipping and that's just the way it is. I asked to go higher and I am waiting for a call.

I think I may have overreacted, but I still think that I should not pay shipping to replace a 3 month old defective unit! Am I wrong?

 

[NDGeist]

he11 no you shouldnt have to pay shipping.. thats assinine... IMO they should cover their product...

 

[AaronP]

i never understood how it is that companies expect people to pay for shipping when one of their products goes to the sh*tter. I figure since you're just an employee though and it ain't comin out of your pocket, why make a big stink about it.

 

[vthorts]

I think the buyer should never have to pay shipping for a defective product, but that is how almost all company's work... I tried to argue out of paying it before too, but I gave up and sent it back

 

[RDMustang1]

vthorts: I agree with you 100%, I feel that you shouldn't have to pay shipping BUT almost all companies require it...

 

[XMan]

I know when you RMA a hard drive, you pay the shipping.

Most hard drives aren't a $700 piece of equipment, though.

 

[Pyxis]

Most companies charge you for the shipping, but I think that's total bs, especially when a product cost $700:|

 

[bacillus]

just out of curosity, approximately how much will shipping cost? it's not like you'll have to pack it special as it doesn't work in the first instance!

 

[NuclearNed]

Nope. You should demand that they ship it to you on their expense.

I once sent an item back to a company that I thought was defective. It turned out to be OK, and the problem was in the way I was using it. In this case I agreed to pay the shipping because I felt that the item's manufacturer shouldn't be forced to pay for my own stupidity. This would be the only case I can imagine where I think you should have to pay.

 

[jdavis71]

I just checked the fine print under warranty in the book, and it does state that I have to prepay shipping to them. That's nuts! It would be different if this was an out of warranty issue.


BTW, shipping from Indiana to California, insured (I'm sure that they will require this) is only $10.50. It's not my money, but it's the principle of the issue.

 

[Daniel]

I think your arguement is valid in that I wouldn't want to have to pay it on a 700 dollar 3 month old item either but if the manual says you are responsible you can go as high as you want and if they cave in just consider yourself lucky cause you don't have a lot of ground to stand on.

 

[MrMilney]

I hate to say it but this is one of those things where you just have to bite the bullet. You pay shipping to them, they pay shipping back to you. Right or wrong, that's the way of the world.

 

[jdavis71]

I agree. I am starting to calm down now, and I think that I will just request my RMA and ship the thing. It's better than having a coronary over it. I will think twice though before outfitting another lab with Netgear products.

 

[Mday]

generally, with any warranty issue it's the customer that pays shipping. if you bought it online, and RMA, customer pays shipping. if you bought it mail order, same deal. if you send it to the manufacturer, you pay shipping.

there are a few cases where they will reimburse you for shipping, but it almost never happens.