It's Never Too Late for Team Hillary

Shop Staples

The picture has nothing to do with the post except, possibly, state of mind. The abnormally warm spell we were experiencing is being replaced with damp, bone and joint invading bitterness as inevitable as the approaching surf.

Why am I advocating Staples? I am not a huge fan of the big business model as exhibited by those retail giants most of us find ourselves relying on out of either necessity or convenience. I am, however, a rabid proponent of customer service. I tend to be extremely loyal to those who excel in this area and more than disparaging towards those who fall short. Back in September 2007 I purchased a 3rd party external DVD drive from Staples. Midway through November the drive failed. As it was still under warranty, I called the manufacturer (Iomagic). After spending the requisite amount of time on hold and being transferred from department to department, I reached technical support. Once he determined that a malfunctioning drive was the culprit and not my incompetence, I was informed that, as long as I emailed my information and a copy of my receipt, I would be contacted with an RMA# within two business days. Flash forward a month: I still have not heard anything and my followup calls are not returned. December 20th I visit Iomagic's website to re-report the problem. The site informs me that if I fax in the proper form along with my receipt I will receive an RMA# within two business days. I complete the fax December 21st. December 31st: I still have heard nothing and decide to try calling Staples instead of the manufacturer. I spend a total of eleven minutes, including hold time, on the phone and hang up with the assurance that a replacement will be delivered January 3rd. January 3rd I receive my new unit. January 9th I finally receive the RMA by email. Needless to say, Staples will receive whatever business I can send their way; the manufacturer will see nothing from me but negative feedback.