I'm not a RS hater, I've bought plenty of stuff from there, have friends there, and even worked there myself. But what does bug me is when shop reps start taking this 'we aren't obligated to look after you' line. It's not necessarily about what you're obligated to do and not obligated to do. We're not obligated to buy from you either. Obviously you need to know you're rights privately in case you're in a situation where somebody is insisting you do something that is unreasonable, but why even say it in this situation, especially when you already have come through in such a strong way. Why not be 'yep, this is the sort of thing we do, we love to look after our customers.'NZRS-Dave wrote: I am sure it would start a flame war and the RS haters would ride again if I mentioned that we aren't obligated to loan replacement equipment in the event of a breakdown.
Sorry if I'm coming off as pissed off, I'm not, I think you've done a bang up job here, and I have had some really good RS experiences lately. The 'we're not obligated to' line just doesn't come across well to me, it's very 'us and them'. It's a bit of a bug bear. Once I bought some $100 shoes (obviously not from RS) and the sole started coming unglued in a week. I wanted my money back or a different model because they were clearly rubbish, but I got the 'we're not obligated to...' line. They just wanted to glue them back up, which I wasn't happy about. I won't name the shop because I ended up working for them and they were a great company to work for!
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