Quote:
Originally Posted by Ppprrtt
Just thought I'd add an update.
Went to the Indigo in downtown Montreal and requested a "return". I made sure to choose the upstairs checkout as it's usually less crowded than downstairs. I assumed the employees there would less dismissive since there were no customers waiting to make their purchases.
I explained that I had already done an exchange and that I simply wanted to return the device as I did not want to go through another exchange. I had been happy to buy the product but would wait until the technology would get a bit better. I used a very friendly tone and smiled a lot throughout, and told them that I'd buy the next version Chapters/Indigo would release.The assistant at the cash informed me that only exchanges are possible and that they would be happy to provide me with a new Kobo in lieu of my defective one.
I asked: "Is it really not possible to get a refund?" and frowned subtly.
The cashier then said they would get a supervisor without me even asking for one. Either they've been through this road before and wanted to avoid arguing with me directly, or the "no refund policy" is only loosely applied.
Anyhow, the supervisor arrived and didn't speak a word to me, just nodded to the person at the register and they proceeded to refund me in cash.
I am ultimately very pleased with Chapters/Indigo and I will indeed consider buying the next Kobo.
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Glad to hear you were able to get the service you wanted. Deep down they understand the frustration but they have to try and enforce store policy while obviously trying to keep customers happy and returning, so it's a fine line they have to balance.