REKT Parts – We got your back. No BS Warranty Stories
The Story Behind Sugar's Warranty Policy: A PC Shop's Honest Approach
We've been operating our PC shop, Sugar, for almost three years now, and over that time, we've accumulated a wealth of experience with warranty claims. We're proud to say that we've built a reputation for being transparent and honest with our customers, even when it comes to warranty issues.
One thing that sets us apart from other PC shops is our approach to warranties. We don't just focus on selling products and hoping that everything works out in the end. Instead, we take a more nuanced approach that requires customers to be an active part of the process. This means that if you're experiencing problems with your hardware or software, you'll need to send it back to us for examination before we can determine whether it's covered under warranty.
We've had our fair share of customers who don't understand this approach, and they end up being a minority of our customer base. However, we believe that it's essential to be clear about the terms and conditions of our warranty policy from the outset. We're not trying to rip anyone off or make excuses for why we can't honor a warranty claim. Rather, we want to ensure that both parties are on the same page.
Of course, this means that customers may need to bear some of the cost of sending their item back to us if it's deemed to be faulty or damaged. However, we believe that this is a fair trade-off for the peace of mind that comes with knowing you're buying from a reputable PC shop like Sugar. We've also had our share of customers who don't want to comply with these terms, and they end up choosing to buy from other retailers instead.
One thing that's worth noting is that we don't just sell warranty terms as a way to make money. We genuinely care about providing quality products and services to our customers, and we're willing to put in the extra effort required to ensure that everything works out smoothly. In fact, we've been so frustrated with the service offered by other PC shops in the past that we've made it a point to do things differently at Sugar.
We're not trying to imply that our warranty terms are perfect or without their flaws. However, we believe that they represent a fair and reasonable approach to dealing with customer complaints. We also appreciate the feedback from customers who have been affected by these policies, as it helps us to identify areas for improvement.
For example, some of our customers have expressed frustration at being asked to send back their original item in order to determine whether it's covered under warranty. However, we believe that this is a necessary step in ensuring that both parties are on the same page. We've also had customers who don't want to comply with these terms and end up choosing to buy from other retailers instead.
We're not trying to be confrontational or aggressive when dealing with customer complaints. Rather, we want to ensure that everyone is treated fairly and with respect. If you do need to send your item back to us for warranty examination, please don't hesitate to reach out. We'll work with you every step of the way to resolve the issue.
One thing that's worth noting is that we've had some customers who are unhappy with our warranty terms and have chosen to buy from other PC shops instead. This is understandable, given the complexity of our policies. However, we want to assure our loyal customers that we're committed to providing the best possible service and support.
In fact, we're so committed to this approach that we've started doing live streams from the shop every month. We talk about new stock, warranty stories, customer stories, and more. This is a great way for us to connect with our customers and provide them with valuable insights into the world of PC hardware.
We also want to assure our loyal customers that we're open and transparent about our inner workings as a PC shop. We're not just focused on making money; we genuinely care about providing quality products and services to our customers. If you have any questions or concerns, please don't hesitate to reach out. We're always happy to chat with our customers.
Our approach may not be for everyone, but we believe that it represents a fair and reasonable way to deal with customer complaints. We're proud of what we've built at Sugar, and we're committed to continuing to provide the best possible service and support to our customers.
If you're interested in hearing more about our warranty policy and how it works, please check out our Facebook album, where we have a collection of stories from over the years. We'd also love to hear your thoughts on the matter – do you think our approach is fair? Do you have any questions or concerns? Let us know in the comments!
"WEBVTTKind: captionsLanguage: enwhat's up internet this topic was chosen by our youtube members and you can see more about membership in the video description so the shop has been around for almost three years now and in that time the habentanar incoming and if you know hardware sugar we take a lot of pride in our no bs warranty policy and soon basically hindi pahirapani we won't string along we won't say ina come back after six weeks we won't do a lot of the strategies and things like that none of that bs happens here at hardware sugar so it's a three hours with us repair replace or refund when you come to us with a warranty claim we'll just choose from those three options on how to act on your warranty we don't even require original packaging like a lot of the other shops warranty stories that happened to us over the years activation codes for windows 10 check out our video on cdk offers in the video description mabilis mura and shempre legit dito madali langmag order search for the software you need add to cart check out dan payment options finished extra 20 discounts a purchase mo legit and original software check out cdkoffers.com first warranty story is that tg panels break a lot surprisingly you know before i put up the shop gumma go out enough rigs and i never had a tg side panel break on me so it isn't going to be a rare event but when we put up the shop when we started getting more customers it's not uncommon maybe once every six months every four months tg side panel connect chatter and how do we go about this and to be honest most of the time the problem is human error i mean you know it broke because it slipped or they weren't careful or something else happened to break the integrity of the glass but how did hardware sugar do it p350x the tg side panel we replaced it free of charge matrex 55 side panel also replaced free of charge another 350x panel it only took a small charge because it was out of warranty but we were still able to get it from our supplier and then this one a replacement side panel for a meshify c case which also was free of charge so actually magnetic track record diamond of being able to replace side panels a lot of the supplies are not coming in or they're very staggered so we've had a lot of trouble getting replacement side panels ever since the pandemic started we did have one interesting case around six months ago it was a meshfy s2 case and the side panel broke and we couldn't get our replacement for the side panel so you don't want a customer commentation is a local glass shop malapa snack pagoan side panel i thought this was very interesting of the customer pattern thinking out of the box and i actually saw the case he brought it in the glass looked pretty good if a bit thicker and heavier than what you would normally associate with a tg side panel but a major downside to option ion adhesive they had to use a lot of adhesive and kitankita it smeared on the glass so yes the center part of the side panel is clear but on the sides the top and the bottom you can see where the adhesive was placed and it really smeared on the glass as neat and as aesthetic as having a replacement side panel all together but points for ingenuity sam and pagmalino nasira replace kagan lakitum ram the lower end of the rgb is obviously faulty it's not in sync with the rest of the stick so it almost six hours long between the customer sending it back us confirming nasiranga and ascending the replacement this case also another case na rgb or hindisha in sync with the rest again within the same day napolitana minto man fandung kraken m22 aio fans stopped spinning we replaced it within the day it is and the customer needed his pc for work so what we did was we lent him a power supply unit free of charge for the next four months so states got an iwanto loner unit but usually the indie pc part it's a state slangyon i can't think of any pc shop that's lent a customer an item like we did but we were happy to help our customer out casino for work at the same time he needed a name a new replacement psu from the supplier finally the material replacement psu we installed it in the customer's rig replacement unit so we had to send him back with again with the loner psu and and actually the lunar unit was a cooler master 500 watt bronze and this was a high-end rig the original psu was 750 watts 500 watt cm power supply the customer was using it daily for whatever for gaming for work and the loaner unit served them just fine until finally the supplier determined credit memo and so we told the customer we'll give you a full refund we can't replace the psu and he's like yeah no problem and he used the refund to buy another psu from us coming san may kulangsa item some pc components come with a lot of different wires screws fans and different anti-vibration pads very different my new things that are easy to misplace and in limourin was a new human error even the factory workers in china make mistakes so this might seem like small items but they were very important indigogani main item without them so we got in touch with our suppliers and we were able to get replacements which we sent free of charge in screws free of charge also free of charge so even the small things we really try to make sure in a billion customers although sometimes the customer like one experience we had we had someone in the army fort bonnie top of the millionaire one terabyte the hard drive no problem problem when he got it he contacted us detects a windows in hard drive usually our policy is defective item before we issue a replacement but because he mentioned and you know army guys have a difficult job so i wanted to cut them a break and i thought padilla replacement so i sent over a second hard drive and meanwhile got the first one back in problema when we tested the first hard drive well problema in the meantime nung tenesting knee army guy young and as it turned out there was no problem with either hard drive in problema the customer did not format the drive it has a windows and i don't know what kind of tech you are in uh now on a formatting drive but there you are so i had the drive formatted the first drive okay formatted i sent it back to the army guy i got the second drive back and when i got the second drive back i had it formatted and tested no problem and the army customer also did not report any problems with the first drive in the format nasha basically when problems drives a problem and that's a difficulty talagadita you know sometimes the customer will think nah name parts assemble install and more power we encourage people to we encourage people to get into the hobby and to try assembling on their own but they need to also be just because it doesn't work again hardware there's a big chance the human error or user error involved and for the customer it's you know it's all fun and giggles aye deeply thank you but we do get customers unfortunately in a game lenient warranty for example it on msi monitor benellini customer after a few days malik shah has been made dead pixels on a cursory examination pero it's hard to see that pixels and long and you know and you can't use it for a long period of time during no bs warranty we don't like making the customer wait so we issued a full refund for the monitor and then we started using it in the shop for our test rig day in day out customers rafael has been using it as his primary monitor for months now in a dead pixel so suspect like a dead pixel if you know at least 20 20 eyes have looked at this monitor over that period of time well after magic on and if there's no defect that's not covered under our warranty um you know change of mind is not covered under our warranty and again if we keep doing that malelugian shop so i'm just trying to introduce a little bit the other side of the coin of course as a customer gusonate mobilis no warranty but at the same time shop and yes on one hand for accepting the msi monitor back but young default state number is to trust our customers if you tell us it's not working we will believe you junior against customers that abuse our warranty policy because because for the customer a no bs warranty is great but for the shop it can be deadly our margins are not that great regardless of what you think na sabrang overpriced new ebong items and i know some of you are thinking about that pero the margins are not that great one or two items especially expensive ones like monitors can really make or break the shop tap that's just one item for one customer but items so we have to balance the no bs warranty against also the interest of the shop and to be fair hindi not like a covered change of mind or imagine defects uh warranty policy name in so all of these stories are not meant to embarrass the brands no part works 100 of the time regardless gun of a premium brand mo things will break down and to be honest as a shop we're also not embarrassed when we sell something that breaks down casino the only inevitable thing in life are death and taxes everything else is probability and chances 100 percent but what the brands and the shop should be ashamed about is if something really does break down and that's where our new bs warranty comes into play you trusted us with your money you trusted us to give you a quality part and when it breaks down we won't break that trust we will replace repair or refund that item not to say that we approve all warranty claims coming soon problems hardware in software you problema and this happens a lot with gpus any builder anyone you know has been gaming for any length of time knows drivers puminsan rocksteady sobran stable the next month games even though two weeks ago they were working fine there's nothing wrong with inherent hardware the problem is software and that's not covered by our warranty or sometimes we get customers that just don't want to comply with our warranty terms for example malaga dito is that the customer bears the cost of sending the item back to us and we've had a lot of customers from davao negros cebu wherever outside of metro manila however means they want to send it over back to us because we do need to check the item first before we can determine our action on the warranty and you know the majority of customers are fine with that but there is a minority a very vocal one replacement when you tell them they need to send back the original item some province outside of metro manila these are very rare occurrences but they do happen they're an unfortunate minority um we're very clear don't sell warranty terms that you do need to send it back at your own cost if you don't want to comply with that then please don't buy from us buy from your local store if you're in doggy or buy from your local zorin baguio in cebu negros and davao wherever you are your local store if you buy from them will be your first point of contact and of course manila if you don't want to run that risk that you might need to pay for the item to get sent back here then the best option would be a local store and in the new frustration copa minsan the customer wants everything you know i think hardware sugar really gives a lot already to the customer because we were so frustrated with the service of other pc shops and so we put it up to be the exact opposite of other pc shops but that's not to say that walang obligations young customer we also ask certain things from the customer very basic things like send the item back to us so that we can test it and that's also why we suggest buying from your local stores if not from us marami actually among pc stores manila and outside of manila but if you get it from internationally like components you have very difficult time claiming on the warranty for items bought abroad and in the almost enough for my own news because there are some items abroad now indeed i got available to attend but i'm aware and i acknowledge and i'm comfortable running that risk that warranty might be a problem and i wish for the minority of customers they understand that this is a two-way street that they also have obligations they need to meet before we can determine the warranty claim hindi lang we sold you something it doesn't seem to be working at least give us the chance to examine the item to determine for ourselves that it's really not working so these are just some of the warranty stories we've accumulated over the almost three years that we've been operating i'll leave the link to our facebook album where we have more of the stories and if you like hearing these stories or ima cuenta cuento lang together shop let us know in the comments so we can do more of these kind of videos and ashimaru is a live stream from the shop i do a live stream every month from the shop where i talk about new stock warranty stories customer stories and yeah that's something different about hardware suggest we're very open about the inner workings of the shop um and again very different from a lot of the other big stores where you know parang focus on the la benta so facebook post youtube and you know for me that's boring yes of course as a businessman as you know the owner of the shop i want to make money but at the same time i really like pc parts i think they're super cool and you know if you go through some of my other videos of the shop is cool parts to cool people if you know you easily get frustrated if you have a hard time understanding that you need to send the item back to us then maybe you can buy from somewhere else but i really but we put a part with sugar so that we could have quality parts in the philippines and that's why this video is a part of that a part of showing the customer showing the audience sort of a little bit behind the scenes of what goes on and the many many headaches in running a pc shop thanks for watching and all the thanks in the world to our top fans christian espinoza john ruben ocha itx addict richard kinko ian meru and liam magnaye your support really goes a long way to helping upgrade the production quality of the channel and we really really appreciate it thanks so muchwhat's up internet this topic was chosen by our youtube members and you can see more about membership in the video description so the shop has been around for almost three years now and in that time the habentanar incoming and if you know hardware sugar we take a lot of pride in our no bs warranty policy and soon basically hindi pahirapani we won't string along we won't say ina come back after six weeks we won't do a lot of the strategies and things like that none of that bs happens here at hardware sugar so it's a three hours with us repair replace or refund when you come to us with a warranty claim we'll just choose from those three options on how to act on your warranty we don't even require original packaging like a lot of the other shops warranty stories that happened to us over the years activation codes for windows 10 check out our video on cdk offers in the video description mabilis mura and shempre legit dito madali langmag order search for the software you need add to cart check out dan payment options finished extra 20 discounts a purchase mo legit and original software check out cdkoffers.com first warranty story is that tg panels break a lot surprisingly you know before i put up the shop gumma go out enough rigs and i never had a tg side panel break on me so it isn't going to be a rare event but when we put up the shop when we started getting more customers it's not uncommon maybe once every six months every four months tg side panel connect chatter and how do we go about this and to be honest most of the time the problem is human error i mean you know it broke because it slipped or they weren't careful or something else happened to break the integrity of the glass but how did hardware sugar do it p350x the tg side panel we replaced it free of charge matrex 55 side panel also replaced free of charge another 350x panel it only took a small charge because it was out of warranty but we were still able to get it from our supplier and then this one a replacement side panel for a meshify c case which also was free of charge so actually magnetic track record diamond of being able to replace side panels a lot of the supplies are not coming in or they're very staggered so we've had a lot of trouble getting replacement side panels ever since the pandemic started we did have one interesting case around six months ago it was a meshfy s2 case and the side panel broke and we couldn't get our replacement for the side panel so you don't want a customer commentation is a local glass shop malapa snack pagoan side panel i thought this was very interesting of the customer pattern thinking out of the box and i actually saw the case he brought it in the glass looked pretty good if a bit thicker and heavier than what you would normally associate with a tg side panel but a major downside to option ion adhesive they had to use a lot of adhesive and kitankita it smeared on the glass so yes the center part of the side panel is clear but on the sides the top and the bottom you can see where the adhesive was placed and it really smeared on the glass as neat and as aesthetic as having a replacement side panel all together but points for ingenuity sam and pagmalino nasira replace kagan lakitum ram the lower end of the rgb is obviously faulty it's not in sync with the rest of the stick so it almost six hours long between the customer sending it back us confirming nasiranga and ascending the replacement this case also another case na rgb or hindisha in sync with the rest again within the same day napolitana minto man fandung kraken m22 aio fans stopped spinning we replaced it within the day it is and the customer needed his pc for work so what we did was we lent him a power supply unit free of charge for the next four months so states got an iwanto loner unit but usually the indie pc part it's a state slangyon i can't think of any pc shop that's lent a customer an item like we did but we were happy to help our customer out casino for work at the same time he needed a name a new replacement psu from the supplier finally the material replacement psu we installed it in the customer's rig replacement unit so we had to send him back with again with the loner psu and and actually the lunar unit was a cooler master 500 watt bronze and this was a high-end rig the original psu was 750 watts 500 watt cm power supply the customer was using it daily for whatever for gaming for work and the loaner unit served them just fine until finally the supplier determined credit memo and so we told the customer we'll give you a full refund we can't replace the psu and he's like yeah no problem and he used the refund to buy another psu from us coming san may kulangsa item some pc components come with a lot of different wires screws fans and different anti-vibration pads very different my new things that are easy to misplace and in limourin was a new human error even the factory workers in china make mistakes so this might seem like small items but they were very important indigogani main item without them so we got in touch with our suppliers and we were able to get replacements which we sent free of charge in screws free of charge also free of charge so even the small things we really try to make sure in a billion customers although sometimes the customer like one experience we had we had someone in the army fort bonnie top of the millionaire one terabyte the hard drive no problem problem when he got it he contacted us detects a windows in hard drive usually our policy is defective item before we issue a replacement but because he mentioned and you know army guys have a difficult job so i wanted to cut them a break and i thought padilla replacement so i sent over a second hard drive and meanwhile got the first one back in problema when we tested the first hard drive well problema in the meantime nung tenesting knee army guy young and as it turned out there was no problem with either hard drive in problema the customer did not format the drive it has a windows and i don't know what kind of tech you are in uh now on a formatting drive but there you are so i had the drive formatted the first drive okay formatted i sent it back to the army guy i got the second drive back and when i got the second drive back i had it formatted and tested no problem and the army customer also did not report any problems with the first drive in the format nasha basically when problems drives a problem and that's a difficulty talagadita you know sometimes the customer will think nah name parts assemble install and more power we encourage people to we encourage people to get into the hobby and to try assembling on their own but they need to also be just because it doesn't work again hardware there's a big chance the human error or user error involved and for the customer it's you know it's all fun and giggles aye deeply thank you but we do get customers unfortunately in a game lenient warranty for example it on msi monitor benellini customer after a few days malik shah has been made dead pixels on a cursory examination pero it's hard to see that pixels and long and you know and you can't use it for a long period of time during no bs warranty we don't like making the customer wait so we issued a full refund for the monitor and then we started using it in the shop for our test rig day in day out customers rafael has been using it as his primary monitor for months now in a dead pixel so suspect like a dead pixel if you know at least 20 20 eyes have looked at this monitor over that period of time well after magic on and if there's no defect that's not covered under our warranty um you know change of mind is not covered under our warranty and again if we keep doing that malelugian shop so i'm just trying to introduce a little bit the other side of the coin of course as a customer gusonate mobilis no warranty but at the same time shop and yes on one hand for accepting the msi monitor back but young default state number is to trust our customers if you tell us it's not working we will believe you junior against customers that abuse our warranty policy because because for the customer a no bs warranty is great but for the shop it can be deadly our margins are not that great regardless of what you think na sabrang overpriced new ebong items and i know some of you are thinking about that pero the margins are not that great one or two items especially expensive ones like monitors can really make or break the shop tap that's just one item for one customer but items so we have to balance the no bs warranty against also the interest of the shop and to be fair hindi not like a covered change of mind or imagine defects uh warranty policy name in so all of these stories are not meant to embarrass the brands no part works 100 of the time regardless gun of a premium brand mo things will break down and to be honest as a shop we're also not embarrassed when we sell something that breaks down casino the only inevitable thing in life are death and taxes everything else is probability and chances 100 percent but what the brands and the shop should be ashamed about is if something really does break down and that's where our new bs warranty comes into play you trusted us with your money you trusted us to give you a quality part and when it breaks down we won't break that trust we will replace repair or refund that item not to say that we approve all warranty claims coming soon problems hardware in software you problema and this happens a lot with gpus any builder anyone you know has been gaming for any length of time knows drivers puminsan rocksteady sobran stable the next month games even though two weeks ago they were working fine there's nothing wrong with inherent hardware the problem is software and that's not covered by our warranty or sometimes we get customers that just don't want to comply with our warranty terms for example malaga dito is that the customer bears the cost of sending the item back to us and we've had a lot of customers from davao negros cebu wherever outside of metro manila however means they want to send it over back to us because we do need to check the item first before we can determine our action on the warranty and you know the majority of customers are fine with that but there is a minority a very vocal one replacement when you tell them they need to send back the original item some province outside of metro manila these are very rare occurrences but they do happen they're an unfortunate minority um we're very clear don't sell warranty terms that you do need to send it back at your own cost if you don't want to comply with that then please don't buy from us buy from your local store if you're in doggy or buy from your local zorin baguio in cebu negros and davao wherever you are your local store if you buy from them will be your first point of contact and of course manila if you don't want to run that risk that you might need to pay for the item to get sent back here then the best option would be a local store and in the new frustration copa minsan the customer wants everything you know i think hardware sugar really gives a lot already to the customer because we were so frustrated with the service of other pc shops and so we put it up to be the exact opposite of other pc shops but that's not to say that walang obligations young customer we also ask certain things from the customer very basic things like send the item back to us so that we can test it and that's also why we suggest buying from your local stores if not from us marami actually among pc stores manila and outside of manila but if you get it from internationally like components you have very difficult time claiming on the warranty for items bought abroad and in the almost enough for my own news because there are some items abroad now indeed i got available to attend but i'm aware and i acknowledge and i'm comfortable running that risk that warranty might be a problem and i wish for the minority of customers they understand that this is a two-way street that they also have obligations they need to meet before we can determine the warranty claim hindi lang we sold you something it doesn't seem to be working at least give us the chance to examine the item to determine for ourselves that it's really not working so these are just some of the warranty stories we've accumulated over the almost three years that we've been operating i'll leave the link to our facebook album where we have more of the stories and if you like hearing these stories or ima cuenta cuento lang together shop let us know in the comments so we can do more of these kind of videos and ashimaru is a live stream from the shop i do a live stream every month from the shop where i talk about new stock warranty stories customer stories and yeah that's something different about hardware suggest we're very open about the inner workings of the shop um and again very different from a lot of the other big stores where you know parang focus on the la benta so facebook post youtube and you know for me that's boring yes of course as a businessman as you know the owner of the shop i want to make money but at the same time i really like pc parts i think they're super cool and you know if you go through some of my other videos of the shop is cool parts to cool people if you know you easily get frustrated if you have a hard time understanding that you need to send the item back to us then maybe you can buy from somewhere else but i really but we put a part with sugar so that we could have quality parts in the philippines and that's why this video is a part of that a part of showing the customer showing the audience sort of a little bit behind the scenes of what goes on and the many many headaches in running a pc shop thanks for watching and all the thanks in the world to our top fans christian espinoza john ruben ocha itx addict richard kinko ian meru and liam magnaye your support really goes a long way to helping upgrade the production quality of the channel and we really really appreciate it thanks so much\n"