On Monday December 28th, my wife Kelli and I went to the Staples store in Scarborough Ontario at Milner and Morningside Avenue. We were taking in Kelli’s defective Kodak digital camera which was not charging properly. I had purchased the extended 2 year warranty for the camera when I purchased it.
When we got to the store the cashier informed us that we should have called Staples Warranty Hot Line to open up a case for the camera before we went in. Rather then turn us away the store manager ;Carolyn; offered to help us. Carolyn placed the call to the Warranty center on our behalf to get the process started.
Once the contact had been made with the Warranty center, Carolyn passed the phone to my wife Kelli to continue opening the case. Kelli answered several questions including what was wrong with the camera. When describing the issues with the camera, Kelli mentioned that a clip had broken off and this is why the battery was not charging.
The Warranty Center then told Carolyn that the product was not covered since this was physical damage and their was nothing they could do for us. Carolyn than explained the policy and added that she would cover it at the store level as a store credit.
With the store credit Kelli was able to purchase a better camera with an extended warranty at no additional cost. This was great news and left us both very satisfied.
Hats off to Carolyn at Staples for excellent customer services.
Have you had any great customer service stores you would like to share? Please tell us about your successes and your failures.
