Who Pays for Tech Support Goof?
Check manufacturer's site for possible product defects, and retailer's site for restocking policy.Amber Bouman is an editorial assistant for PC World. E-mail her at onyourside@pcworld.com.
After we purchased a Logitech MX1000 Laser Mouse from ZipZoomFly.com, we found out it was not compatible with the Firefox browser. We called Logitech to try to get the problem solved, but the tech support representative we spoke to said the company had no fix for the problem--and he had no idea when one would be available.
We couldn't find any assistance on ZipZoomFly.com, or even an explanation of the incompatibility. But when we called to ask for our money back, the customer service representative said we would have to pay a 15 percent restocking fee. We feel we should not have to pay for a product that doesn't work properly.
Don and Rita Sutliff, Syracuse, New York
On Your Side responds: Logitech spokesperson Kate Brinks says that contrary to what the company's tech support rep told the Sutliffs, an update that fixes the Firefox incompatibility was available on Logitech's Web site at the time of their call. ZipZoomFly.com says that because of the unusual situation, it has agreed to refund the Sutliffs' $15 restocking fee. However, a ZipZoomFly.com spokesperson pointed out that, like other retailers, it does not provide tech support, and its restocking fee policy is clearly stated on its site.
Bottom line: Be sure to check the product manufacturer's Web site before you phone tech support. That site is the first place to go if you think a product from a reputable vendor is defective.