Rick
Ava,#2Consumer Suggestion
Thu, June 18, 2009
Sarkus, you bring up an excellent point I had not considered. Thank you. I felt obliged to contact Sony USA and international to apprise them of the situation and make suggestions. They were fairly unresponsive. USA sent me an automated message and international referred me to USA. I alerted other console manufacturers as well, and received immediate and personal responses from them. I'm deeply concerned as this is happening with a wide variety of products, not just electronics. I still feel strongly that a consumer must know for certain, that the serial number on the console (or other electronics), matches precisely the serial number on the box. I don't like the idea that the serial number can be found in two places. I personally believe it should be on the item only...especially high ticket items. From my perspective as a consumer, the only way I can think of ensuring this would be for the customer to actually read the number on the console itself, and the serial number on the box, prior to leaving the store and in front of an employee. Payment by credit card is another option, but I doubt this is available to everyone. Perhaps after the serial number is scanned, the clerk could seal it with security tape? I don't know how feasible this is...? It is a time consuming extra step, and should it require the contents being removed, there exists a potential for damage or smaller components not being repacked. I really have no clue how to accomplish the details. I do know, if the consumer walks out of the store not having checked inside the box, they could experience an unpleasant week, not to mention the hurt caused by accusations. My personal opinion is that Sony and other manufacturers, are ultimately responsible for a one serial number solution. Manufacturers cannot expect the retailer to spend extra time and money opening boxes, repacking them, and placing security tape on the box. Everyone involved needs to be assured the correct product is in the box. The retailer must be confident the packaging received from the manufacturer, contains precisely what is claimed, and the consumer must be assured they receive the product represented and of course what they've paid for. Stores might also consider reviewing their restocking policies to ensure damaged or broken items are not replaced on the shelves. Does anyone else have ideas or suggestions?
Sarkus
Kent,#3UPDATE Employee
Thu, June 18, 2009
While not excusing the behavior of the manager at WalMart, I do applaud that you correctly identified Sony as one of the culprits in your situation. Other video game manufacturers have adopted your idea for the very reasons brought up in this case and I do not know why Sony has chosen not to go that route as well. To address your suggestion for Walmart, what may sound like a good idea probably isn't. In order for the Walmart employee to scan the serial number on the actual console, they would have to obviously open the box. The problem is that Walmart requires electronics sales to happen in that department, which is normally located near the back of the store in order to deter "snatch and run" theft. Once you open up the package, then all kinds of opportunities arise for thieves to put other stuff inside as they make their way out. I'd recommend that instead customers always make sure to take a close look at all sealed items before they buy them to make sure some sort of substitution has not occurred. The other suggestion is to use a credit card for large purchases since you can always have your card issuer dispute the charges on your behalf. Retailers often find that not worth their time to argue.
Rick
Ava,#4Author of original report
Thu, June 18, 2009
I'm pleased to report Walmart has resolved our situation in an almost more than satisfactory manner. I'm impressed!! Way to go Walmart! Thank You Walmart! Walmart contacted us this morning and stated they would resolve the situation. The console was exchanged this afternoon, and they actually upgraded it to a bundled package. This was greatly appreciated due to the intense amount of work involved in seeking resolution, and the emotional stress from being called a thief in front of other customers...remember this is a tiny town. Prior to accepting the new console, we confirmed the serial numbers matched. I asked to plug in the console to assure it was functioning but was told there was no appropriate location in which to do this. We were told, according to their research & investigation, there is no way we could have switched out the machine based on information they gleaned about its original sales and something to do with it going online. We were never told what happened to the console that should have been in the box. It seems to me, Sony should be able to track it when it goes online. Brandon apologized for the lengthiness of the investigation. He also apologized for the hassle. We appreciate his apology. He was a gem throughout the entire ordeal. He never lost his cool, maintained his integrity, and was always courteous and respectful. He stated he would make constructive suggestions to protect consumers and the store. We very much appreciate his efforts and hope his suggestions are heeded by the company. An apology from the manager and customer service woman (I won't identify) would have been appropriate. The manager did lose his cool, was threatening, did not maintain even minimal respect, and made a statement bordering on blackmail. The customer service person made accusations of thievery at the customer service desk, which is right by the front door, and in earshot of those entering the store. This was inappropriate behavior. I'm a bit confused. Walmart stated they were unable to reach anyone in authority at Sony. According to two different people at Walmart, one a district manager, the only phone number they had for Sony was the 1-800 customer service number. It seems odd, that two large corporations who have a business arrangement, have no way to communicate with each other when they have problems or concerns. This baffles me. It might be a good thing if they were to open communications with each other. My consumer suggestions still stand. A handful of us did a lot of research the past few days and found there is a serious problem involving many types of products and a good many stores...not just Walmart. This problem has the potential to happen at any store. Everyone needs to take a bit of responsibility. Consumers need to protect themselves and retailers and manufacturers need to work on solutions as well. The Rip Off Report site provides a valuable forum for consumers. It's a centralized place where folks may connect with others who have experienced similar problems, and it is a place where folks can brainstorm and work together toward constructive solutions that protect consumers.