Two VERY different experiences.
Lexmark (faulty printer)
- Friendly customer service rep confirmed the problem quickly
- Sent me a new printer overnight. OVERNIGHT!
- I packed up faulty printer in the same box
- They included the paperwork (already filled out!) that I needed to stick on the box
- I called courier company and they picked it up from my house
Effort involved: finding tape and scissors to seal the box
Samsung (faulty monitor)
- Customer service rep was friendly and helpful enough until I asked if there was any other solution besides me being without a monitor for 3-4 weeks
- Sent me email instructions that includes 5 links that I need to click and read to figure out shipping details. So far I've read enough to establish that I need to figure out shipping details - everything from duty issues of shipping internationally to packaging. Apparently if I don't find an appropriate box and package it to their liking they can void my warranty. Nice.
Effort involved: find/buy a box, buy packing material, figure out which of the shipping options in their instructions apply to me, and get it to UPS. I'm estimating 2 hours of work. Oh, and if I don't get it done in 10 days I have to start the whole process over. Ugh.
I should mention that these two customer service experiences happened about 2 years apart. Wouldn't want you thinking that I'm busting up all the hardware in my office.
