<< this guy here wasn't quite as lucky.... >>
re: Directron...I know this is getting O/T seeing as this thread is about the case, but since Directron was mentioned, I have to say I had a helluva time getting things straightened out with that same CS Rep.
I bought a peripheral that was partially defective (some parts of it worked, some didn't). In order to RMA at Directron, you actually have to go through the order process again. In other words, your RMA is considered a separate order, even though you'll be sending something back to them. A hosed way of doing things, for sure. So, I do the order form, and specifically state in the comments area "I DON'T WANT A REPLACEMENT. I WANT A REFUND".
So, of course, as you've probably guessed, lo and behold a replacement is shipped out to me. I try to get them to cancel it but it's already on it's way. They say "refuse shipment from UPS" and all will be fine (in the meantime, they've charged me again for the second product). Unfortunately, I live in a large apartment building where the Super gets all packages and delivers them later (we're talking large numbers). No way can I refuse it by asking them to pick out that one package destined for me. So, I write them back on that website and tell them that refusal isn't an option. I want them to issue me a "Call Tag" so UPS will come back after delivery and pick it up, at Directron's expense.
This CS dude referenced in the link posted above calls my house answering machine and leaves a message saying, no problem...give him a call and we'll straighten everything out. So, I call the guy and he starts saying to me "Why should we pay for the shipping? YOU ordered it!". And I'm saying to him, "What are you talking about? It was an RMA that I explicitly explained on that I did not want a replacment product (which I had a hard copy of).
He's yelling at me now, telling me it was my fault and I'm trying to screw them with the shipping and all. Then he puts me on hold, and tells me he found his notes whereby he had agreed to my request previously, and now they will issue the Call Tag and pay. Sheesh...
But we're not done. I send both products back independently, one the official RMA and one the Call Tag return. I get credited for one. A week goes by after UPS confirms return of the second, Call Tag'd return. No credit. I write them back. He says to call him again. I call and he tells me they credited me such and such, but I tell him that was for the FIRST product. Anyway, after being on hold again for another 5 minutes or so, he comes back on the line, and with some reluctance in his voice, says that they will credit me for the other one. A few days later I get the credit.
Sorry to say that the whole thing left a bad taste in my mouth. This guy is obviously in over his head with the CS stuff. I don't envy his job, but you have to keep your facts straight and your demeanor in check. When your company screws up, ya gotta take the responsibility. THAT'S what keeps customers. I won't be ordering from them again.