This is the letter I wrote to Zip Zoom Fly.
"To the customer service representative,
I ordered the Zen Xtra Mp3 for my daughter's birthday, and it was defective. The scroll function did not work AT ALL, and she was VERY VERY disappointed. On top of ruining a little girls birthday, now I have to pay to send the defective player back to you.
THIS IS NOT RIGHT. I can understand if it was something we didn't like, but to have to pay shipping on an item that YOU sent out that was BROKEN is patently unfair. I do a lot of business online, and all of the major companies will send prepaid stickers for returns. This is called good customer service.
I do not appreciate being ripped off by zoomfly, and I will do no further business with your company, as well as discouraging others from doing business with you. Take a page from (competitor's name deleted - see below), or (deleted), or (deleted) and treat your customers RIGHT. That way you will get return business, and you won't have customers like me complaining on every consumer site there is.
Since it was zipzoomfly that sent out the defective merchandise, it should be zipzoomfly's responsibility to replace it and pay for the return of said defective merchandise. Since it is "policy" that customers have to pay for returns of DEFECTIVE merchandise I will make sure all consumer opinion sites know this."
I realize that paying for shipping is not a huge investment, however since the company sent out defective merchandise THEY should be the ones to pay for it's return. I just HATE getting ripped off!!!
Dana
Athens, Georgia
U.S.A.
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