I purchased the Sharper Image Literati as a Christmas present for my wife in November. We received it and it we used it for a day and then it simply would not turn on again. After a few calls to the Sharper Image customer service department, they simply said to return it and get it exchanged. So I called up ShopNBC and was informed by the customer service person that I should follow the directions on the enclosed invoice regarding returns. I also verifed with her that I could do an exchange and that the item was currently in stock, she replied yes to both questions.
I then prepared to return the package, took it to my local postal service company and paid $24.24 to have it shipped back for an exchange. I waited the recommended 5-7 business days before checking the status. It was received by the vendor on 1/14/2011. I then waited the recommended 15 business days for the exchange process and after not hearing called up ShopNBC and was apologized to for the delay and after being put on hold for 5 mins, the CS rep came back on and said it was received and that the refund would be processed within 5-7 business days. I was confused by this because my instructions on the enclosed return was to do an exchange. I was told by him that this particular vendor did not process exchanges and if I wanted to repurchse the item I was welcome to do so. The options were to wait the 5-7 business days for my refund and then they could reprocess the order for a higher price, and then do a credit which again I would have to wait the alloted 5-7 business days for. (it amazes me how fast they can get their money from me, but I have to wait...wait...wait for them to process a refund which should happen immediately.
This process has been very frustrating as this was a gift and my wife has gone without it long enough. If I had known that this particual vendor of ShopNBC did not process exchanges on defective prodcuts I would NEVER have purchased it to begin with. There at least needs to be clarification upfront of this process, especially on electronics and something as expensive as this. I feel misled, lied to and ultimately very upset with this whole process.
I have gone round and round with these people and have not been offered any compensation or resolution except to have them process a refund. I will purchase another ereader device from another and more trusted site. ShopNBC is a scam company and apparently does not care about it's customers.