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Hi, I’m Brad Feld, a managing director at the Foundry Group who lives in Boulder, Colorado. I invest in software and Internet companies around the US, run marathons and read a lot.

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Warranty Repair and Online Retail Don’t Mix

Comments (7)

My partner Ryan McIntyre has an excruciating story up titled Sharp’s Dull Service / My eCommerce Nightmare about his experience buying a snazzy new 52" Sharp Aquos LC-52D92U via Amazon only to have to go through over four months of warranty repair hell before his (now old) new TV worked.  He’s being politically correct with his title – I would have titled the post "How To Get Rat Fucked When Buying A High Ticket Consumer Electronics Item From An Amazon Affiliate."  But then again, Ryan is nicer than me.  And he’s apparently more patient than me – I simply give my broken things to Ross and order a new improved thing.

  • Jack Sparrow

    No commenst yet

  • Jack Sparrow

    No commenst yet

  • http://www.proofhq.com Mat

    I'm finding myself thinking twice about any purchase from Amazon that is actually from an affiliate. I have actually not gone ahead with some fairly big ticket items when I've seen that Amazon is not the vendor.

    This has to be damaging Amazon's brand.

  • Kyle S

    As someone who has purchased stuff from Amazon affiliates and other non-brand name e-retailers with more than a little trepidation, I have to imagine there's an opportunity for a startup in this space to help provide small retailers with ways to present their reputation credentials and trustworthiness to their customers. If it was Amazon's intention to be the solution there (I'm buying it from Amazon.com – it must be safe!) I think they're failing. Brad, have you seen any pitches like that? I imagine there's probably someone (or many someones) working in this space already.

    • http://www.feld.com Brad Feld

      I can’t recall seeing pitches like this aimed at the affiliates / non-brand e-retailers.  There are several of these – including TrustPlus – aimed at individual users / eBay sellers / other auction participants that seem like they could be easily repurposed for this.

    • http://www.trustplus.com/ Shawn Broderick

      Kyle – TrustPlus allows these sorts of folks to build a portable reputation that can help buyers like yourself use to feel safe. Sellers can pull in their reputation from eBay and craigslist and just about anywhere else on the web and TrustPlus lets them offer it up to you for some very cool network-relevant and context-relevant analysis and inspection. We don't have a deal with Amazon (yet) – tell a friend!!!

  • blennon

    I personally would have gone with “cluster fucked” in my title, but “rat fucked” is great too.

  • http://barfieldmanagement.com Chase Barfield

    I am in the tech industry and we have relationships with many manufacturers. Most of them, to include wholesalers, will treat you with great service. However, sadly, the retail (which I consider online stores virtual retail) sector royaly sucks when it comes to good service. We call the process that Ryan McIntyre got the “Bend Over & Grab Your Ankles With No Vaseline” treatment.

  • http://intensedebate.com/people/bfeld bfeld

    I can’t recall seeing pitches like this aimed at the affiliates / non-brand e-retailers.  There are several of these – including TrustPlus – aimed at individual users / eBay sellers / other auction participants that seem like they could be easily repurposed for this.

  • Shawn Broderick

    Kyle – TrustPlus allows these sorts of folks to build a portable reputation that can help buyers like yourself use to feel safe. Sellers can pull in their reputation from eBay and craigslist and just about anywhere else on the web and TrustPlus lets them offer it up to you for some very cool network-relevant and context-relevant analysis and inspection. We don't have a deal with Amazon (yet) – tell a friend!!!

  • http://intensedebate.com/people/blennon blennon

    I personally would have gone with "cluster fucked" in my title, but "rat fucked" is great too.

  • http://intensedebate.com/people/chase_barf55451 chase_barf55451

    I am in the tech industry and we have relationships with many manufacturers. Most of them, to include wholesalers, will treat you with great service. However, sadly, the retail (which I consider online stores virtual retail) sector royaly sucks when it comes to good service. We call the process that Ryan McIntyre got the "Bend Over & Grab Your Ankles With No Vaseline" treatment.

  • Mat

    I'm finding myself thinking twice about any purchase from Amazon that is actually from an affiliate. I have actually not gone ahead with some fairly big ticket items when I've seen that Amazon is not the vendor.

    This has to be damaging Amazon's brand.

  • http://intensedebate.com/people/kyle_s10731 kyle_s10731

    As someone who has purchased stuff from Amazon affiliates and other non-brand name e-retailers with more than a little trepidation, I have to imagine there's an opportunity for a startup in this space to help provide small retailers with ways to present their reputation credentials and trustworthiness to their customers. If it was Amazon's intention to be the solution there (I'm buying it from Amazon.com – it must be safe!) I think they're failing. Brad, have you seen any pitches like that? I imagine there's probably someone (or many someones) working in this space already.

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