Brookstone sells a toy helicopter and the sales people in the store push an extended warranty. Then when the helicopter breaks and you try to get a replacement, you have to talk to another person on the phone who asks you for every serial number on the box and the receipt, and asks for this information repeatedly.
Then you are supposed to fax the receipt to them (long distance, not 800) [and why did you need me to read all those numbers if you were going to get a copy of the receipt anyway? ] before you will be instructed to ship the broken helicopters to them. Only then, am I told, can I receive a replacement.
Well, I haven't gotten that far yet.
It is unfortunate that Brookstone has invested SO MUCH ENERGY into finding ways to deny customers, all for five dollars. Perhaps if they had a corporate retreat and learned about customer service, they might be able to retain a few more customers. I would think the long term outlook for Brookstone would be better if they didn't work so hard at ripping people off.
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