I love Radio Shack: a happy ending to a clamshell packaging horror story

Dundas MN Radio ShackI went to buy a USB headset at the Dundas Radio Shack store this morning.  I told the clerk (Alex S?) that I wanted to try a behind-the-ear headset since my current one pressed on my ears too hard and irritated them.  I picked out the Logitech Laptop Headset H555 and asked about bringing it back if I wasn’t happy. He said I could, within 30 days, with the original packaging.

I then proceeded to show him that, even though the back of the clamshell package had "easy open" written on it, I couldn’t figure out how. He struggled with it for a bit but then discovered that he could push in hard along the edge with his fingers to break the seal. He started it for me and I left a happy customer. 

I got home and continued to push along the edge of the clamshell package. I made good progress on one side, halfway down, then did the other side.  That side cracked inward instead of along the edge. I was afraid I’d cut my finger so I took a pair of scissors to cut the edge that remained. All went well until I noticed that one of the headset wires was cut. It had evidently snuggled up along the edge of the clamshell and I hadn’t noticed it when cutting the plastic.


Logitech headset in clamshell from Radio ShackI went right back to the store and spoke with the manager, Torfinn Zempel. He sympathized but said since it happened out of the store, there was nothing he could do. Looking at the packaging (I never did open up the clamshell all the way), he said it looked to him like a flaw in the packaging because the headset cable/wire was up against the outside edge instead of nestled deep inside.

Torfinn gave me the phone numbers for Logitech. I asked him to call Logitech but he said it was better if I did.  I was obviously cautious and concerned about the dreaded clamshell packaging when I purchased the headset, so I think he should have gone to bat with Logitech for me.  I didn’t argue much but I left really unhappy. I needed a headset for my business.

When I got back home, I sent out this tweet:

Bought @Logitech headset from local @RadioShack Accidentally cut wire opening frickin plastic clamshell. They won’t take it back. Help?

30 minutes later, @RadioShack posted this public tweet:

@griff_wigley Hey Griff-email us details @ help@radioshack.com (store info, receipt info, etc.) and we’ll be happy to try and help.

I emailed them my story above with the photo. 

An hour later, I got a voicemail from Torfinn, telling me that they’d swap out the headset. When I went back to the store, I didn’t offer to tell him my Twitter story, waiting to see if he’d ask.  He didn’t, but just said they’d contacted Logitech who said they could ship the damaged headset directly to them.  I was curious about how it all unfolded behind the scenes but figured I’d just let it go. 

Here’s me, happy with my new Logitech headset, photo taken by my Logitech HD Webcam C260, purchased a few months ago at the very same Radio Shack store.

I love Radio Shack


  1. Thomas Lambert said:

    That store manager should have replaced it for you on your 1st return visit.

    I work for RadioShack and have for the past 12 years.

    The first rule they teach you is, take care of the customer.

    We have a return to manufacturer program set up, where the store get reimbursed for the defective product. It’s called RMAC.

    I’m sorry that store lost site of that first rule.

    In my store, we have a rule, goes as follows

    1. The customer is always right. Take care of them.

    2. In the rare occurrence when a customer is wrong, refer to rule # 1

    I’m glad they realized their error. The stores in my district go out our the way to help our customers.

    Thank you for being a customer. Hope you will come back soon.

    November 3, 2010
  2. Griff Wigley said:

    Thomas, the product wasn’t actually defective. But the packaging was part of the problem. While I don’t know that the customer is always right, given that A) I’m a regular customer at this store and B) the circumstances, I do think Torfinn’s first response should have been to take up the issue with Logitech for me. I’m just glad that Radio Shack’s Help team monitors Twitter.

    November 3, 2010
  3. Tracy Davis said:

    Your post title should have been “I love Twitter”.

    I’ve found that it’s often faster and easier to have issues addressed when a company is contacted via Twitter.

    November 3, 2010
  4. Griff Wigley said:

    Tracy, I did consider making social media/Twitter the focus of the headline and story but then changed my mind and went for the indirect approach!

    November 3, 2010
  5. Ricky Cadden said:

    While the situation is definitely unfortunate, I’m so glad that it was taken care of, and relatively quickly!

    Disclaimer: I work at RadioShack HQ, but not in the social media team. Just glad to see it worked out well. 🙂

    November 3, 2010
  6. Kathie Galotti said:

    Gee, maybe I need to start getting on Twitter!

    November 4, 2010

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