Back in February,
I purchased a 50 mm f/1.4D Nikorr lens from a local camera shop. Several months later, I noticed a small chip in the middle of the glass behind the rear element. I need the lens as it's my main indoor glass, but know that the store has a 30-day exchange policy. I was able to get a new lens exchange the next day. Here's 9 steps to consider if you need to do the same:
- Try to arrive on a weekday, before the lunchtime rush. This way, If negotiations don’t go so well, you’ll have an audience that may play in your favor in case you have to raise your voice.
- Be courteous and understanding. Listen to the policy and ask clarifying questions so that they know they’ve been heard.
- Follow the procedures. If they want you to talk to a repair person, do so, but don’t loose sight of your goal.
- Ask for a manager. Many times, associate level employees have no power to bend the rules.
- Point out that you are a "good customer" and you want to “remain a good customer”. You also want to “continue to support local businesses”
- Ask the all important question: “Under what circumstances could the product be exchanged” This gets them to think of creative ways of helping you out.
- Point out that you were “sold a defective product” and that the store has been “enjoying your money” since the purchase date. Pause, don't speak. Let the pressure build.
- Be flexible. Understand that they still may not be able to grant you a replacement, but ask for a loaner while yours is being repaired.
- Be appreciative of their time and effort. If things play out to your advantage, buy something to show that you were serious about point #5 above.