One of the biggest reasons I shop at Costco has been the excellent customer service policy. I never hesitate to buy something simply because I know if I have a problem I can return it. That being said, I NEVER return anything and have been more than satisfied with everything I have purchased at Costco for the past 15 years. When I finaly did try to have something taken care of I ran into a brick wall.
I bought a Vizio Plasma TV 5 years ago, a few months prior to Costco's new electronics return policy. The TV that I paid over $1000 and thought should last more than 5 years had died. I think it's a bad power supply because most of these VIZIO TV's are now suffering the same fate. I went online to find the part and came across a discussion in a forum where another customer stated what a wonderful experience he had with the same issue because the TV was grandfathered in to the old return policy.
I went over to my local Costco in Staten Island, NY to inquire. The woman at the returns counter was very nice and said it would probably be OK but I needed to see the manager for approval. The manager was immediately very rude to me and started arguing with me even though I was not arguing back. I left the store very upset. I was embarrassed to say the least and have not been back. My new TV was purchased elsewhere. It would have been great if that manager had worked with me but he did not even bother to see how long I had been a customer or if I was the type that returns everything. My house is full of Costco merchandise that is returnable. It's a shame that good old customer service is so lacking in some management.
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