Polaroid
Horrible customer service, replacement price increased 60% in 3 days
- 09-19-2007
- 6
Electronics and household app.
The unit I purchased failed after approx. 18 months. I called Polaroid on 5/31/07 and was told that I could buy an out of warranty replacement for $60.00. The CSR input all requested info, except for the serial # because I needed to remove the unit from under my kitchen cabinet to obtain the #. When I called back on 6/4/07, the csr advised that the replacement cost had "just gone up" to $95.00. I told her the initial price and she advised that she couldn't do anything to help, but I could talk to a supervisor. He advised that he couldn't change the price either, but that he'd have the next level supervisor look into it and he suspected that they would honor the $60 price.
On 6/7, I got a call from another supervisor, who reiterated the same thing - nothing she could do. I requested an escalation manager and she advised that I would get a call in 3-5 business days. Never happened. On 7/11/07, I filed a complaint with Polaroid. On 7/17, I got an email stating that a supervisor would contact me within 7-10 bus. Days. Didn't happen. On 8/1, I contacted them again. That reply email stated that the units were on back-order and were scheduled to ship in mid-Aug. Confused, I replied asking "does this mean I have one coming to me? The answer was "yes." However, when following up on 8-30, the reply basically stated "there was a miscommunication, until you return the unit and pay $95, you will not get one." And the whole process started over again with them stating that they wouldn't honor the initially quoted price.
Again, I asked for an escalation manager. The supervisor that called gave me the same story - couldn't honor the original price. I have seen so many complaints on the internet from people having problems with Polaroid's customer service. I don't see any reason why I should have to pay nearly 60% more than what I was quoted a few days prior.
Company: Polaroid
Country: USA
State: Massachusetts
City: Waltham
Address: 1265 Main Street - Bldg. W3
Phone: 7813862000