Consumer Reports' Secret Shopper shares tips for better customer service

Start the return process for important devices and electronics immediately.
For some large items and electronics, you must contact the company within 48 hours or the item will not be accepted. For example, this is Lowe's policy for large appliances like refrigerators, stoves, and washing machines.

Visit stores where you know you will receive excellent customer service.
John regularly visits a Best Buy store in another city because it offers better customer service than the store closest to him.

Buy locally if possible
Smaller stores often offer better customer service than national chains, John says. This is because owners may have more flexibility to change return conditions or make other arrangements to help them. John especially prefers small, large electronics stores because he can go there and talk to someone instead of being stuck on a phone loop.

Use Amazon chatbots
For most Amazon order problems, you can get a quick solution through the online portal without having to speak to anyone. "They will often tell you to keep the item and refund your money or send you a new one," says John.

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