Is it the fault of the customer if the product that he/she had bought is not functioning? Isn’t it the fault of the company that made the faulty product?
These are the questions that whirl inside my head as I feel exasperated with CDR – King. This company is popular for selling affordable computer accessories and gadgets in the Philippine market. I also know that this company is popular for manufacturing gadgets that lasted only for some months.
I have been searching for a 5 meters long USB extension cord for my personal computer. The one that I was searching is a USB cable that has a signal booster. Apparently, this item is rare because other computer shops do not have this item. Fortunately (as I thought), the Cd-r King branch along Ongpin Street in Binondo has one remaining stock of the extension cord that I was looking for.
That Cd-r King branch does not have a personal computer that could be used to check if the USB cable is functional, so I place my trust in the company and believe that the cord is not faulty.
I was wrong. The cord can’t be recognized by my home computer and my office computer. I even went to other Cd-r King branch to have the cord tested. The technicians said that the USB cable is indeed faulty.
I went back to the Cd-r King branch along Ongpin for a refund, just to be disappointed because the clerks insisted that they do not do a refund for their faulty products. What they only offer is the exchange of other items. Any product will do, as long as the total amount of items that I chose will equal the price of the faulty item. I protested, but they keep insisting on their stand and told me that I will be stuck with their faulty item if I hadn’t made an exchange within the one-week warranty period.
Luckily for me, I found an alternative for the item that I need. But how about other customers that could not find an alternative? This no return policy causes them to be stuck with the malfunctioning products or with products that they do not need. This policy is wrong and an injustice to their customers.
Is the “no return policy” a company policy of Cd-r King, or is it just the whim of their clerks at their Ongpin branch? I need some clarification. Maybe sending a complaint to the Department of Trade and Industry (DTI) will straighten things out. Abangan…
P.S. Never buy Cd-r King products at their Ongpin branch because the clerks there are not “customer friendly” and they do not have computer to test the products that you are buying. I recommend the branch at Cyberzone in SM North because the staff there are approachable and go the “extra mile” to serve their customers.