I tried to return a Manhattan keyboard with a faulty "e" key (might have been the "a" or thereabouts, but I stopped using it a while ago as it was extremely frustrating). First of all, it can't be handled by the Quick Shop where it was bought and had to be taken to the Warranty Department. Secondly, it couldn't be booked in without the original invoice or an Esquire card - as I had neither available (the invoice is long gone as it was for low value items only) I then just gave them the keyboard, told them they could have it back and left.
The issue is that the product is supposed to have a lifetime warranty, but was dodgy from the start (I didn't start using it until recently, even though it was purchased a while ago already). It was also returned in its original packaging with the bar coded serial number available - this should (in theory) be very easy to trace back to the original purchase transaction. The impression is, however, that rigid/bureaucratic procedures are put in place specifically to make after-sales service/returns very difficult or even impossible at times.
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