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Disappointed with Mouser Customer Service
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Sal Ammoniac:
I bought a development board from Mouser last week and when the board arrived it was defective. I called Mouser customer service expecting them to give me an RMA number so I could send it back for a replacement, but no, they said I’d have to send them a detailed explanation of the issue and they’d contact ST to determine what they wanted to do.

If this were a $15 Nucleo board, I wouldn’t bother—I’d just toss it on the junk pile and move on. But this is a $330 board that I need for a project. Now I have to wait indefinitely while Mouser works this issue with ST. I probably won’t have a working board for weeks.

Is this level of “customer service” common in the industry? I suppose I’m spoiled by Amazon’s no questions asked return policy.
bdunham7:
I imagine that they want to verify both that your problem is actually a defect and that a replacement will solve the issue.  Amazons 'dumb' return policy is handy when you run into stupid or slippery sellers, but it doesn't do you much good as far as obtaining a good or correct product.  If you called Mouser and a human answered the phone in a reasonable period of time, that puts them in the top 10% for CS these days.
jpanhalt:
My experience with Mouser is a bit dated, but it has been quite positive.  However, the amount in question was never more than $50, which is trivial.  One notable example was when I got on a spammers email list.  No money per se was involved.  Despite many attempts to "unsubscribe," it continued.  Then I noticed Mouser advertised on the spammer's site.  In desperation, I wrote Mouser and got a personal phone call back.  After explaining, the person said she would look into it.  All emails from that spammer stopped immediately.  That was beyond what I expected and made a lasting impression.
rsjsouza:

--- Quote from: Sal Ammoniac on June 20, 2022, 06:08:27 pm ---I bought a development board from Mouser last week and when the board arrived it was defective. I called Mouser customer service expecting them to give me an RMA number so I could send it back for a replacement, but no, they said I’d have to send them a detailed explanation of the issue and they’d contact ST to determine what they wanted to do.

If this were a $15 Nucleo board, I wouldn’t bother—I’d just toss it on the junk pile and move on. But this is a $330 board that I need for a project. Now I have to wait indefinitely while Mouser works this issue with ST. I probably won’t have a working board for weeks.

Is this level of “customer service” common in the industry? I suppose I’m spoiled by Amazon’s no questions asked return policy.

--- End quote ---
Yes you are spoiled... :D I have worked through several customer returns and not one of them went as "no questions asked". I would say that, if you can provide the most details to Mouser or ST, the processing of this return will be faster. Even if the kit is "Dead on Arrival", details such as voltages present/absent, cables replaced/tested, etc. Will go a long way to speed up the process.

Keep in mind that, if this is the last stocked kit, there is always a chance that a full replacement will take a while to be shipped and sometimes is advantageous to try your best to identify the root cause of the issue.

(Obviously that I have no idea what is the extent you have gone with Mouser).
Zeyneb:
I do understand Mouser is critical in taking returns and offer replacements. I know for myself of all my friends/family and acquaintances there are individuals who would jump quickly to the conclusion something is defective. You might ask yourself why should Mouser have blind faith in the judgement of each and everyone.
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