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| - I walked in with a friend today to exchange her pair of SONY ear buds that were under The Source's extended warranty. The Source had no problems exchanging the defective product previously at this and other locations.
This time, to our surprise they flatly denied to replace them claiming because they were Sony branded merchandise. The explanation was in the first 30days they would exchange it at any store, in the following months up to the one year period it would be up to the customer to contact Sony to exchange the product. Finally, after the one year period when the Extended Warranty is active, then The Source will again act as the customer service outlet to exchange, fix, or replace the product.
To my friend's experience of over 15 years as a Source customer she'd never had a Source employee tell her this was the case even when she purchased the warranty for this last product. So, problem number one with this chain is, they have an inconsistency in how the policy is explained to the customer at the POS. The second issue is how the policy is interpreted at each location. The third issue is how rude a store manager can be to customers whom are used to a certain level of service. The manager at this store and his employees have an attitude that reflects a poor grasp of basic customer service behaviour and expectation. We were made to feel like we were lying and it was "tough luck" deal with it.
The manager was so rude when he stormed off, that when I asked for his name he yelled it out incoherently. When I asked him to spell his name on a piece of paper, he said "write it yourself!", and walked off knowing I was about to call his corporate headquarters in front of him.
I for one have never been a fan of The Source and have not bought anything from them unless it was a dire situation. This cements my opinion and it has also changed the mind of my friend due to this horrible experience.
Never again!
UPDATE 2017-04-17
I dropped by the Source at Pearson Airport in Toronto today and I asked about the extended warranty making certain to mention Sony in the list of products.
The clear answer I got back was any brand except Apple which is under Apple Care for the first year. Otherwise, everything purchased can simply be brought back from the purchase date through to the end of the extended warranty period (for up to two replacements).
This is how they sell their extended warranties then turn around and refuse to service paying customers.
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