Officeworks

Tried to charge me extra for a warranty replacement. Called up days before and confirmed warranty process (Logitech speakers, over a year old with 2 years warranty). Advised to bring it in and they will take care it. Phone service was not bad.
Brought it in, told by the ‘IT guy’ to return it to the manufacturer. Told him it says 2 years warranty on the officeworks website, I had already spoken to someone on the phone. He came back to me and said I could exchange it.
Was told to get a replacement myself by the counter staff. Fine, I’ll do it. Got the replacement at the counter, then was told I was to be charged extra because the original was bought using a price match from JB Hi-​Fi. Obviously, this was unacceptable and I made my case. ‘What’s the point of having warranty then?’ I said. None of this seemed to phase the staff or give them any pause to think this wasn’t right.
So ended up getting my exchange, but what a nightmare of an experience. My key points are:
— This store is a case study in how not to do customer service. Customer service is not even at the level of common sense.
— It’s poor form not to know your return/​warranty policies.
— The store seems to have a lot of staff but very little service. I really don’t understand. Spend on having higher quality staff or even basic customer service training rather than a large volume of staff.
— Compare to the service you get at competitors — let’s say JB Hi-​Fi — who are not perfect. The difference is night and day.
— I basically had to do all the work associated with making a case for the return. The customer (me) had do to all the customer service. The irony.
— I’d only recommend this store if you can get in and out quickly, you know what you want, you know where to find it and you don’t have to speak to anyone.

I always dread going to this officeworks. I never find what I need and the printing station staff are I am sorry to say too slow in turning around printing and binding. I have the printing done at Snap around the corner, it is worth the little price for reliability and a fast turnaround.
There is not a great deal of choice in the way of products compared to other officeworks in Perth and they stock the higher priced products rather than the budget friendly ones.
The other day I went in for Marbig white files, I checked the website to make sure that the store had the stock (yes you can do on their website!) and they did. It was a rainy day and I wanted the files to take home, I walked up Hay Street. Got to the store and could not find the files. Asked a staff member and he confirmed that there was a box of 60 in the store. We looked together and no luck at all. There were so many boxes piled above the empty shelves, why weren’t they unpacked! He took my name and number but never called.
Staff are always unhelpful and surely they could be doing more in the store? I guess the place has a good market share of the area so it can do what it wants and people like me will continue to return and leave unhappy because it is the closest officeworks.
It is frustrating when you leave a place not accomplishing what you wanted too! I ended up buying the files from the Osborne Park store.