Wal-Mart takes customer service to its lowest levels, when they accuse a reporter of burning a computer game, then trying to exchange it for the SAME game.
(SALEM, Ore.) - I went to the Wal-Mart on south Commercial Friday morning and purchased a new video game for my Personal Computer. After getting home, the game would not load or work. After about a half-hour of following the instructions, yes I’m computer stupid, I called the company and asked for help.
The representative told me that I must have gotten a bad disk, and said I should return the game to Wal-Mart where I purchased it for another.
So, I returned to Wal-Mart to explain my situation to the manager from the Electronics Department. With the receipt in my hand, I approached the Customer Service Desk. After looking at the game the employee said, “Sorry we cannot exchange, or refund your money on this game because you may have burned it.”
"Excuse me? The only thing I know how to burn is a good steak! I just want to exchange this game for another copy because the manufacturer told me this one is bad."
But the Wal-Mart employee said federal laws state that they cannot exchange or refund money on movies, music, PC software and games for liability and copyright issues, and if they did, that he or any Wal-Mart associate "could be arrested or fined by the federal government."
For taking back a dud? A failed product?
I said the woman just in front of me returned a movie that was opened and she was allowed to exchange it, so why can’t I? He said because it’s the law. I asked to see a copy of the federal law, or any Wal-Mart policy on this issue, and he could not provide one, just told me to look it up online.
Groups like wakeupwalmart.com are trying to bring about change in the store's policiesI left the store, came back in a few minutes later, and found another manager, explained the situation, and he said “we are protected by the first amendment and the library of congress on this matter, "I’m sorry you're out $20 but we have had this policy for some time and it is clearly marked in our electronics department." I asked him to show me where it is posted in their electronics department and he refused, saying he was too busy.
Customer service takes on a new meaning.
So then I headed to the Wal-Mart on Turner Road , went to their electronics department and asked the associate there if I could exchange a PC game that didn’t work for another one. She said, "absolutely, that is our policy."
So I went out, brought the game in to the customer service desk, and what do you know, the policy changed since I walked outside, "Sorry we cannot exchange or refund your money on any electronics" (movies, music CD’s, computer games) "that have been opened due to federal law." Again, I asked to see this in writing, and again they could not produce anything.
So, the next day I asked my wife to visit the Wal-Mart on Commercial Street with a movie we had purchased there that had been opened. She told them it was skipping, and sure enough they gave her a replacement copy.
Here is Wal-Mart’s Return Policy, it wasn’t on the back of the receipt, or in any department, I had to get it online:BOOKS, MOVIES & VIDEO GAMES: CDs, DVDs, audiotapes, videotapes and video games: Must be returned unopened.Books: Must be returned unused and unmarked.Computer software: Must be returned unopened.
So then I searched for the federal law that prohibits Wal-Mart from replacing my game, and I could not find one. I just found several blogs from people across the country who have had the same problems I did trying to return a game to a store and management telling them that federal law restricts them from returning opened electronic games, music CD, and movies.
I called Fred Meyer, Sears, Best Buy, and Circuit City and all of them said that they would be happy to exchange a game, music CD, or movie that is defective for the same one. And when I asked about the federal law, they all said, what federal law?
Now for those of you who assume that I’m just anti-Wal-Mart, I’m not. My kids have friends who’s parents work there, and I have shopped there in the past numerous times without any problems.
Consumer Alert: Buy a Defective Game, Music CD, or Movie at Wal-Mart, Don’t Expect an Exchange or RefundSalem-News.com