Back in August I purchased a Hewlett-Packard Wireless printer, an almost top-of-the line model that will actually do more than I really need but hey, someday I might be able to use those other functions too.
Due to three different reoccurring problems I have almost 21 phone-hours logged with HP’s customer support which resulted in 2 of the 3 problems rectified, however one lingering, frustrating and non-acceptable issue continued to linger and they (HP) wanted to keep trying to resolve it. But I was through. Being one of the more patient people on earth was getting me no where and neither were those on the other side of the planet who were always overly-nice while trying to resolve the issue.
So today I packed the piece of poo-poo back into its original packaging and box and returned it to Staples. Of course the first person I spoke to tried to turn me away with the “it’s past the return date, you need to take it up with HP”, so of course I asked for the manager.
While keeping my cool I let him know and FEEL my frustration and displeasure with that machine, and what did he do? He had me out of the store within 30 minutes with a brand new replacement machine in my arms and a smile on my face.
He, Clark C. really exemplified the term CUSTOMER SERVICE, and kept me as a future customer when he could just as easily backed-up what is so clearly printed on the sales receipt “No returns after 14 days”.
At this moment my thumbs, my wife’s thumbs and even those of our two cockatiels are being held up high for Staples.
My husband has had the same experience at that Staples before – I don’t recall the manager’s name (although I think it may be the one you’re referring to) and has been very happy with the customer service there.