Received damaged CD’s

[scottmandue]

I like buying books, CD’s and DVD’s online from Barns and Noble because they have a great selection, good prices, a good return policy, and quick shipping. Preiviously all my purchases have been well packed and boxed, however on my last purchase they sent the CD’s in an unpadded cardboard envelope. Needles to say the CD cases ware all cracked and I am thinking WTF rocket scientist thought this was a good idea (shipping CD’s in an envelope)? The CD’s appear to be undamaged so I am temped to say fork it but I am thinking just for the principle of the matter sending them back and asking for new undamaged CD’s (B&N always send a prepaid return label with every purchase).

Am I being anal, what would you do?

[89911]

What are these "CD's" you speak of. Are they downloadable?

[TerryH]

If they are generic cases, I would live with it. If they were double or special cases, I would send them back. You may want to voice your complaint either way. You never know, you might get a discount on your next order.

I buy most of my music/movies from Amazon. No problem with returns and they ship cd/dvds in huge boxes (shoebox size) with puffy air bags and shipping is always free, but slow, with $25 spent. You can pay for shipping and get delivery pronto.

[Gogar]

Standard 1 CD "jewel cases" are $.10 at Comp USA.

[Seahawk]

I'd call and let them know what happened...they will probably appreciate the feedback.

[Jeff Higgins]

Return 'em. No question about it. You paid for undamaged goods, you have every right to expect to receive them undamaged.

My wife and kids keep telling me I'm from "another place and time", or a "bygone era". Two examples from just this week:

I went into a Big 5 sporting goods to buy shoes. Kind of an odd time of day, so I was one of two customers in the whole store. I went straight to the back, right past the guy at the checkout (said "hi" to him as I passed). Walked right past a guy assembling an exercise bike (said "hi" to him, too). As I was standing there looking at shoes, the third employee on duty walked out of the back room with some tools in his hands, right past me. Said "hi" to him, too. So I'm in the store, one of only two customers, looking at shoes. All they have out are display models; if I want a pair they have to come from the back room. I continually step into the aisle where all three can see me, making the "are you gonna help me?" eye contact and expectant (you know; palms up, kind of towards yourself) gestures. No help. So I head to the two working on the bike. "We're trying to get this bike together, just a minute..." So I head home. Wrote a letter to Big 5. Wife and kids say "dad, it's not worth it..." Bull*****. It is to me.

Second episode. Bought a new Grateful Dead CD at Starbucks on the way to work. Disc one had a big old scratch right through "Sugar Magnolia". So I stop on the way home and try to exchange it. "We don't do that, sir. How do we know you didn't scratch it? How do we know you didn't rip it to your hard drive?" "Because I'm telling you I didn't. I'm not returning it, I'm asking for another one that is not scratched." "We still can't do that, sir. It is a manufacturer's defect. You will have to take it up with them." "Uh, no. I bought it here. You bought it from the manufacturer. I'm returning it where I bought it; you can do the same." "Well, no sir, as a matter of..." (Interupting him) "I would like the name and contact information of your regional manager, please." Guy take the CD, throws it in the trash, and tells me to pick a new one off the rack and to "have a nice day". My wife and kids told me that this guy probably thought I was a clueless middle-aged jerk. "No one returns CD's, dad. Ya know how many folks copy them and try to return them?" Well, I don't. I don't appreciate the insinuation that I do.

Seems like business today is done at the lowest common denominator, and people accept that. My wife and kids would ask me "geez, the CD's are good, why do you care about the cases?" Principle. Maybe I am from a bygone era. Not many seem to care about that anymore.

[TerryH]

"My wife and kids told me that this guy probably thought I was a clueless middle-aged jerk. "No one returns CD's, dad. Ya know how many folks copy them and try to return them?" Well, I don't. I don't appreciate the insinuation that I do."


You weren't asking for a cash refund, only an exchange, so illegal copying doesn't fly.

Jeff, I agree with you with in-store help. There is a fine line between too much and not enough, but zero assistance is unacceptable. I was ready to spend $250 at Office Depot on a desk chair that was 20 ft above me on a shelf. There was 3-4 young employees gabbing around the empty checkout area. No one attempted to help me even though I made eye contact with them. I walked by them on the way out and remarked that evidently no one wanted my money.

[sammyg2]

Iffn it were me, I wouldn't think it was even worth discussing, a non-issue. But, I'm not you.
Does it really bother you enough to go to the trouble of shipping them back, making phone calls, etc?
If the CDs themselves were damaged it would be a different story, but the cases? I have too many spare empty cases in my software drawer, I end up throwing them away after a while.

[scottmandue]

My first impression was like Sammy, "well CD's look OK so who gives a fig."
But then I'm a little more like Jeff "hey, if I wanted used or damaged goods I could have paid less" and "what moron ships CD's in an unpadded envelope?" plus "I should send them back just to let them know this shipping method is unacceptable."

I also thought of them being suspicious of me copying them and trying to return the CD's. However I have been buying from B&N for almost ten years and only returned one DVD for a replacement that wouldn't play so a quick look at my account should show them I am not that kind of person plus I am just asking for undamaged replacements.

Before this B&N has always shipped everything in cardboard boxes with air pillows, free shipping on orders over $25, and it gets to me within two weeks (usually one) so up to now I have had great service.

Funny thing is I will be sending them back in a box from a previous order I got from B&N.

[Gogar]

I agree with many of you about the principle of the matter, but how much is it going to cost you to send 'em back? At least 3 or 4 bucks, right?

So you spend 4 bucks of your hard earned money just to show them that you're not a chump and you want the product you paid for. I understand.

$4 would have bought me $1 worth of gas and a ride to Comp USA in the SC and 30 shiny jewel-cases, and the joy of knowing that I'm no more or less a chump than I would have been sending them back.

Certainly, if the product in question were something more -substantial-, I guess, I'd be right there helping you tape up the return box. Just please don't use Nashua 398 from Tyco Adhesives.

[scottmandue]

Originally Posted by Gogar

I agree with many of you about the principle of the matter, but how much is it going to cost you to send 'em back? At least 3 or 4 bucks, right?

Nope, they send a prepaid return label with every order so shipping on all returns is free, one reason I do business with them.

[Jeff Higgins]

My wife and kids call me a "C.I.T." (curmudgeon in training). I say "nonsense; I have my degree". I guess the money is not that important to me; I have lost one hell of a lot more standing on principle. When I send damaged goods back I always include a note explaining the nature of the damage (even if it is obvious as hell), what I expect them to do about it (repair, replace, stick it somewhere, etc.), and a bill for shipping. Not that anyone will pay that, but I try.

I think the other important thing this accomplishes is that it highlights to the business that something is amiss. I've found just complaining while sucking it up on the damaged goods usually doesn't do much. Not letting them know doesn't do anything. Honest, forthright businesses appreciate the feedback and will strive to make it right. That's another advantage; I learn who I want to continue to do business with. Even if it is over just a few bucks.

[Gogar]

Originally Posted by scottmandue

Nope, they send a prepaid return label with every order so shipping on all returns is free, one reason I do business with them.

Well, hell! I'm with you then. Can I change my poll vote?

[Sonic dB]

if the CD is undamaged, I would just buy a new jewel case but send an email to Amazon's customer service detailing the problem, maybe they will give you a discount on your next order.

I returned a CD one time to Best Buy, but it was due to terrible sound quality.
It was Whats Going On from Marvin Gaye, the 24 bit "remaster"... bought it to replace my original copy...but the re-mastering by Kevin Reeves of Motown, was so terrible, so unlistenable that I took it back to the store....

The kid at the counter gave me that "we dont accept opened CD returns" so I said "Ok, but just listen to it and you will see what I mean" so he pops it into the CD player, puts some headphones on... listens for a few minutes... then he goes and gets his manager...the manager listens for a few minutes, nods his head and goes "you are right, this sound is terrible... we will give you your money back!" lol

[VaSteve]

Originally Posted by Wayne at Pelican Parts

Jeff, I love your stories - it makes it SO EASY for Pelican to stand out from the rest of the pack. In an era where good customer service has declined to mean actually getting the right stuff on your burger, it's easy to make an impression with outstanding service. It's one of the reasons why Pelican has done very well over the past several years.

-Wayne

I called PP on Monday to order a ride height wrench. I explicitly told Glenn (?) I needed it by the weekend to mess with the ride height before I take it in for alignment. I know that light stuff is shipped via USPS priority. Sure enough, I got it on Thursday. Good job. I couldn't budge the trailing arm bolts, but that's another matter. LOL

[Hugh R]

Originally Posted by Wayne at Pelican Parts

Jeff, I love your stories - it makes it SO EASY for Pelican to stand out from the rest of the pack. In an era where good customer service has declined to mean actually getting the right stuff on your burger, it's easy to make an impression with outstanding service. It's one of the reasons why Pelican has done very well over the past several years.

-Wayne

I used to be a consultant, and I remember reading an article about how clients rate consultants. What stuck in my mind, was not intuitively obvious. Clients rated their consultants primarily on 1) Did they stay in touch, 2) Did they do what they said they'd do, 3) Was it on time, as promised, 4) Did they stay in touch (no this is not a repeat), and 5) Budget.

Basically, the point was that before you before you even got to price, you already had a "B" in class.

What I did was to try and make it painful for my clients not to use me. By that I mean I killed them with service. In fact, one studio client had me on their org. chart for their environmental, health and safety compliance, which is what I did as a consultant. I don't order enough stuff from Pelican (and I don't buy anywhere else for pcar parts), but every time, they impress me with their service. I work for Disney now, and I think we still get it, in term of customer service.

[911pcars]

I walked into a Sub-Sandwich place last week. No line; not busy. The counterperson was conversing on her cell phone (on company time) and I'm sure she noticed me, but didn't acknowledge me with a "wait a minute". I would have waited. After watching her for another 20 seconds, I walked out and gave my money to the business next door. Probably didn't faze her. She might have thought $5 an hour wasn't worth it.

I attribute that experience to poor training on the part of management and/or poor work attitude on the part of the counterperson. I haven't been back and I don't think I'm the only one. If the franchise were on the ball, the owner/manager would perform spot checks. My daughter had a part-time job at a local Coffee Bean & Tea shop. She was told the company performs spot checks to make sure employees handle situations according to company policy. She theorizes the jerk customers who made her work day seem longer were probably the company shills.

The customer service mantra is that if one receives good service, the average person tells 2 people of their positive experience. If one receives bad service, the average person tells 9 people. Wonder why successful companies value customer service? It works. Since this is a car forum, I'm sure there are many cases where customers were dissatisfied, not because of the quality of the work, but because of the attitude of the owner/employees.

Sometimes finding a qualified tech means trading a decent repair with a negative personality. Unfortunately, it's often a poor repair with a commensurate attitude.

If anyone needs a training consultant, pm me.

Sherwood

[911Rob]

Call/eMail the problem, otherwise WTF?

[Joeaksa]

Call them and offer to send them back, but either way they owe you merchandise that is in good condition when it arrives.

If people let any business continue to do this, they will do it more and more. You are helping both yourself and the future customers by having them do it right.

[stomachmonkey]

Send em back.