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Aug 4, 2011
Aug 4, 2011
What's the best way of assessing a retailer ? When crap happens !
In the past, I have often assessed the quality of a retailer (whether it's online or in store) by how smooth the transaction goes.
Time has shown me that by doing so, I only look at the visible part of the iceberg. Only the big piece will come to you if you start getting hassles.
And on what my assessment of TigerDirect.com is based on ? A LOT OF HASSLES !
Here is my story : once upon a time....
... Ok, after lots of researches to choose which retailer I was going to order my expensive HDTV from, I decided to go with Tigerdirect.com because they had :
- a 30 day return policy for that specific item.
- the best price available at the time of the of purchase.
- recognized by the manufacturer as an authorized retailer (meaning full entitlement to product warranty).
- a customer service open until 11 PM.
Ok great. My order was placed, 3 days remaining before enjoying my new purchase... well not really...
1. TV #1 was not delieverd by UPS and returned to shipper : My fault !
Ok, I did not enter my apartment number in the address, it was my fault and tigerdirect was kind enough to ship me a new TV at no additional cost.
2. TV #2 had a dead pixel : Manufacturer's fault !
Ok, took me a while to see it (about 27 days) but no hassle from Tigerdirect at all.
They fully refunded my money from the tv and shipped a new one with no shipping fee.
3. TV #3 missing parts : Manufacturer's fault again !
Opened the box and couldn't install the TV stand because screws were missing.
No problem, money refunded, new one shipped with no shipping fee.
4. TV #4 was never delivered : UPS fault !
UPS screwed big time on the delivery. Tigerdirect took care of everything directly with UPS.
5. TV #5 : the winner.
It's in my living room, enjoying it so much.
This is a very short summary of all the pain I went through and won't even go into details.
Tigerdirect has acted professionally from beginning to end and was there to help fix the situation.
I always had nice and calm people on the phone, even when I was out of line and screaming because of aggravation though knowing it wasn't their fault.
I sure had a lot of frustration with that TV but being objective, I know none of the incidents were originated by TD and even so, I now believe they would have made it right.
I am grateful for the way they handled my case and I can say by experience it is a safe and great place to buy from.
I have since then ordered again from tigerdirect and was pleased again in different manners (store policy, promos, ...)
Thank you Steve, Frank and everyone else at tigerdirect....