Please indulge me for this mini-rant.
A few years back, a friend gave me an unopened set of Addi Interchangeable Needles, still wrapped up. She had received them as a gift, and already had a set, and did not want to try and return/exchange them. So she gave them to me.
I have approximately one bazillion circular needles of various sizes, in various states of condition. Most of the time, I grab one of those to work on a project, but recently I did start working on something that used a needle size that was not in the bazillion, so I broke open the Addi set. When I pulled out the size cable I needed to attach for the project I was using, there was a huge bump/bubble on it that would definitely catch yarn. I remembered that Addi was usually really good about making good on broken needles, faulty products, etc., so I went on to the website and explained my problem. I received an e-mail saying that if I didn't have the paperwork to return them to the merchant, I could send them to the company in Washington State. So I sent them there with a note as to the issue.
Yesterday the replacement cable arrived, along with a letter. The letter stated that they were "happy" to send me the replacement cable this time, but that "this is not considered a manufacturing problem, and in the future, we will not be willing to replace the product." This really annoys me.
Yes, they did replace the cable for me. And that is lovely customer service. But if a bump/bubble in the plastic of the cable is not considered a problem in the manufacture of said cable, what would be? The "non-problem" would be a big-time problem when you were trying to knit. And it came that way, in a sealed package, so it's not like I had been using it and set it down next to radiator causing it to melt or something like that.
I have to tell you, I was disappointed in their response. I understand that there may be people who do/have tried to take advantage of their returns/exchange policies, and they are a business with a bottom line, etc. But I still would like to know why the problem wasn't considered a problem on their end. And the snippy tone of the letter surprised me too.
So although I know have a working cable, which is nice, I'm a bit put off by them. I'm not sure I'll go out of my way to purchase one of their products in the future.
White People Problems, am I right?