Clarion, that is just wrong. Wrong both in how our company policy works and customer service.
I am a Source Manager, though not in your area. You are entitled to getting a new replacement. It saddens me that improperly trained or dishonest employees are in the company.
Source locations should not be using the 'saleable condition' clause to avoid refunds on DOA items. That is not how our customer service department would intepret the clause. 1-866-384-3422 is out Customer service line.
Please feel free to PM me, and I will advise you as best I can to get the situation resolved.
Anyone else with questions on policies or specific situations can let me know as well, though I'm not sure if I should be hijacking thread. In the interest of not doing that, below is my review...
My personal take on the Source
We have moved the company in a direction that is away from what Consumers are used to looking at us for. Most of my customers still call us 'Radioshack'. We are now heavily persuing a 'Mobility' store design, where we become destination source for cellular sales.
I have seen a decline of nearly every other categories inventory, with an increase in online only items. Stores are slimming down their inventory to remain competitive and in business. I started at the Source straight out of highschool, and 6 years later I am still employed there as a Store Manager.
I do take pride in my work, and in the reputation of the company. It is frustrating when I hear stories of other stores using policys the wrong way. As everyone knows, 'Policys' are loose guidelines that bend to customer service.
The Source opens stores too fast and has a high rate of churn for employees, especially in larger cities. The experience in those locations can be worse, but can be amazing. As with most companys, the associates are key. Upper management, in the District and Regional manager level is amazing. I know many of them on a first name basis. Always escalate your situations to the DSM if you can, because thats the only way stores will learn.