Costco reins in electronics returns
This just in from our colleagues at the CR Electronics Blog: Costco, long known for having one of the most liberal return policies of any retailer, has tightened the reins for returns on many electronics products, including HDTVs. As a result of the new policy, which mirrors those already in place for computers, customers will now have only 90 days to return TVs, cameras, camcorders, iPods and other MP3 players, and cell phones.
Until the change, Costco had a open-ended return policy that allowed customers to return most electronics at any time. However, it is believed that the rapid and aggressive price drops on some consumer electronics items, particularly flat-panel TVs, left the company's liberal return policy open to abuse.
Perhaps in an effort to offset the new, tighter return restrictions, the company has rolled out free technical support for all the items covered by the new policy — plus computers — via Costco Concierge Services, and is extending the manufacturer's warranty on TVs and computers by two years. Customers purchasing items from either a Costco store or Costco.com can call the toll-free Concierge Services number at 1-866-861-0450 to receive either technical support or warranty service.
The company also announced a new in-home TV set-up service, priced at a flat rate of $89.99. The service does not include wall-mounting, however.
— James K. Willcox
Posted by: Bob | Mar 2, 2007 5:21:08 PM
I bought a new HDTV from Costco in Oct, 2006, partially because of their liberal, at that time, return policy. Sorry to see that go, but they did some other good things to make it palatable. Today the TV Audio quit. I called their Concierge Service and they helped as far as they could then turned me over to the TV manufacturer. They were able to get everything working properly over the phone by telling me about a semi secret reset button. Costco apparently doesn't allow returns now after 90 days, but they did increase the basic warranty to 2 years which is very good. Their return policy has always been abused. I have seen people return things in horrible condition and get a full refund. That has to run up Costco's costs and I am sure that gets passed on. Costco is still better than anyone else out there. I am happy with the Concierge Service with the free extended warranty.