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Old 05-06-2009, 09:26 AM   #1
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Join Date: Jan 2005
Posts: 286
Question Thinking about becoming SU Demo

How does the SU company handle returns/refunds for damaged/unsatisfactory products to the customer?

I don't want to join a company that does not stand behind their products and offer exchange or refunds to their customers.

I received a damaged SU punch in the past, and my consultant arranged for a new one to be sent directly to me. (which was great!) But, now I'd like to know if the demo was charged for the item or for shipping the item etc? Thanks.

Any other good experiences re: SU customer service would be helpful. Convince me!!
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Old 05-06-2009, 09:32 AM   #2
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Join Date: Dec 2006
Location: Seacoast NH
Posts: 1,152
Default in general

Defective merchandise - no charge to the demo. Depending on the value, SU may not require you to send back the product before mailing a new one out directly to the customer.

Exchanges - customer/demo pays for shipping back to SU, no charge for shipping the replacement.

As an FYI, I have been a demo for 2 yrs and have only had to have 2 items replaced, both were punches.

SU is very responsive to concerns, corrections and input from their demos.


Good luck with your decision.
Julie
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Old 05-06-2009, 09:54 AM   #3
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I agree with Julie. The couple of times I have to deal with "mistakes" SU has been very accommodating. There is a 90 day return/exchange window which is more generous than any store I've ever been to. The last time I had to return something it was for two high value stamp sets that i didn't order but were in my box. I didn't have to pay return shipping.
I don't think you would regret it if you signed up to be a demo.
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Old 05-06-2009, 10:01 AM   #4
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In nearly 5 years I have been nothing but pleased with SU's very accommodating manner in handling problems and replacing merchandise when necessary!
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