|Originally posted by MARQUISDARQUIS
...As one upset fellow said: "Why should I have to pay anything to fix something that is defective to begin with?" Its a good point...
My response to this is (in Sager's voice):
You're right, you shouldn't have to pay shipping (and neither should we) - just come drop it off and we'll fix it and let you know when to come pick it up.
How would that grab people? I mean, that's the WHOLE POINT of having BRICK & MORTAR stores, they're a drop-off for defects and returns. If they didn't accept returns, there would be much fewer stores than we have now.
However, buying online is a CONVENIENCE for both the consumer and the retailer. If/when something goes bad and needs work, it is fair to split the shipping, as it is still a CONVENIENCE for BOTH parties.
I am 100% POSITIVE that Sager would let you drop off your defective unit at their shop... just most of us can't make the trip. Therefore, we send it to them in lieu of driving there ourselves.
If your toaster stops working, do you ship it off? Heck no, you drive right on down to Sears or wherever and say, "There ya go, gimme a new one!" and it's done (usually).
Now the only REAL argument to all of this is the "If it is SHIPPED defective, I should NOT be responsible for shipping it BACK" - this is true, but unless you see the problem at first boot (and second), and get on the phone immediately, it is hard to determine if it was something that shipped that way, or developed after it left the factory (either an in-transit bump or end-user goof)....
It is not so black & white, sometimes.