"Send it back.": Manufacturer's responsibility?

H

Huy Vu

Veteran
This is not directed at any manufacturer or seller in particular, but it is something that's been bothering me for a while, so I thought I'd bring it up.

If I buy a brand new item under warranty and there's a problem with it, the usual response from the manufacturer is "Please send it back and we'll replace/repair it." Fair enough. Except why is it that I'm the one who have to foot the bill for sending the item back? If the item fails after a reasonable period of time, then wear and tear could have been a factor and I'll assume some of the cost for it. But when stuff develops problem right out of the box or within days after I got it, then it's pretty obvious that it was defective to begin with. Having to ship them back out again can be a pain especially if it's a heavy item.

I just feel like the seller needs to step up and offer reimbursement for shipping cost if an item arrives defective. Thoughts?
 
Sometimes they do. I know when my Xbox360 crapped out, MS sent me the packing container and a prepaid UPS label... so once in a while the manufacturer will step up and do the right thing for shipping.
 
I've had a couple of similar experiences to Mike. Once with HP and once with Dell, they sent me the replacement first, I then put the defective item into the box they shipped the new one in and put the prepaid shipping label they sent along with it and shipped back.

I wish they all worked that way, but Huy Vu is right, most of the time it seems to be the consumer who pays for the shipping even when it is a dead on arrival. This can be really frustrating... not only do you have a product that isn't working it now cost you more than you had planned.
 
When there was an issue with Sony laptop batteries couple of years ago, Fujitsu, which used Sony cells, sent me a new battery and asked me to return my defective battery in the same package. I paid nothing.
 
I always ask for an RMA number plus their shipping information, to bill shipping to the seller.

I NEVER pay for return shipping on a defective item. If the seller tries to stonewall me I simply explain that I will cancel the charge with my credit card issuer, and that I will have the issuer's support because I am not liable for return shipping on defective product, and then they'll be out both the $$$ *and* the item (which they can return to the manufacturer for compensation, themselves). And that they should consider themselves fortunate that I don't choose to pursue them for the not-incidental value of my time, expended on the matter.

Hasn't failed, yet.
 
Although I think that the company should pay for return shipping if the company is at fault, I think in most smaller companies (Microsoft and Sony can afford to cover shipping), I I think it's a trade off. Would you rather have the shipping paid for, or a longer warranty period? The problem too is that many consumers are not all that honest when it comes to warranty repairs. Many of times, the item has been damaged (certain products apply), dropped, etc. and a consumer will try to act like it is a defective product. That's where everything gets touchy.
 
Gods help the company rep who suggests that I'm lying when I call in a defective merchandise complaint.
 
I think most resellers like ourselves will pay for return shipping for a DOA item. We typically issue a UPS shipper tag for our convenience and the safety of the item. We hate it when customers ship us gear using USPS or other unreliable freight methods.
On bstock items that were discounted or discontinued, we'll offer to either refund the money, or pay to ship the item off to the manufacturer for repair.
Everyone is usually happier that way.
 
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