Don't Blame Me! I Answered Your Question!

[HawaiianShirts]

I was working the LP desk today. My surgery was almost two weeks ago, but walking is still unpleasant. In my store, the LP job consists of watching feeds from security cameras, greeting customers, and checking receipts. Easy.

And then there was Mrs. Hyde.

A woman (whom I'm calling Mrs. Hyde because of her abrupt change in attitude) came in with a digital camera. It's one of those that's supposed to be designed for kids, so the pictures aren't fantastic, but the camera is functional and durable. She had her receipt, the camera, the original box, and all the stuff that came with it. I assumed a return. I was close.

Me: Good afternoon. Return?
Hyde: No, just an exchange, I hope.
Me: Oh, okay. (applies return sticker to camera box)
Hyde: I got this for my son's birthday, but when he opened the box, we found that the little screen was cracked.
Me: That must have been disappointing.
Hyde: A bit, yes. (half-hearted chuckle)
Me: If it was cracked before you opened the box, we'll probably just consider it defective and exchange it for a new one. Just take that over to the Customer Service desk, and they'll sort it all out for you.
Hyde: Thanks! (walks off)

About ten minutes later, she returns from the Customer Service desk. I'm still smiling, but she's gone from the rueful grin of pleasant-customer-with-problem to the cat-butt-face of a sucky customer.

Me: I see you've got a new camera. Everything got straightened out?
Hyde: I want the name of your manager!
Me: (stunned) ... (blinks)
Hyde: Well, not your manager. The store manager. You haven't pissed me off... yet.
Me: Sorry you had an unpleasant experience over there. The store manager is *Bob Jones...
Hyde: (begins writing name on exchange receipt)
Me: But he's out of town for the next four days...
Hyde: (cat-butt-face treated with Preparation H)
Me: The manager who can help you is *Bob Thompson.
Hyde: (relaxes face just a bit, scribbles on receipt, writes "Bob Thompson")
Me: Anything else you need?
Hyde: (snatches receipt off my counter and storms toward the exit)
Me: Have a nice afternoon!
Hyde: (mutters something)

I was in a good mood, so I kinda shrugged her off and went back to my normal duties. I don't get it, though. I helped! There was no pause between my explanation of the manager's vacation and my offer of another manager's name; she just made a snap-reaction.

Besides, if we exchanged her defective camera for a brand new one, why was she so mad? My co-workers who did the exchange couldn't figure it out either.

Oh, well. Happy birthday, son-of-Hyde. Enjoy your camera... if you can...

*Changed. To protect my job.

[Ironclad Alibi]

Maybe she wanted a free upgrade, or some other compensation for her trouble, and it wasn't offered. Not that she asked for it.

[RecoveringKinkoid]

Oh, didn't you know? All retail workers in a store are part of a hive. You are all the same entity. If someone across the room pisses her off, then it's the same as if you pissed her off. You're all the same being.

That's why customers get so mad if they have to tell something to two different people. If they tell Borg #45 something, then Borg #86 ought to just know it, too.

Glad I could clear that up for you.

[Chanlin]

Kinkoid your borg reference doesn't apply to retail mostly because spineless managers everywhere have proven time and again that resistance is far from futile.

[Fox One]

Sounds you actually got lucky. While something obviously pissed her off to hell, she was both a) aware of the fact that whatever it was wasn't your fault and b) making at least some attempt to keep the venom away from where it isn't intended.

[PepperElf]

perhaps she had to fight for the exchange, or they were sucky to her?

at least, as mentioned before, she realized that you weren't the cause of her pain and didn't take it out on you, other than the general angry look on her face

[Samaliel]

Kinkoid your borg reference doesn't apply to retail mostly because spineless managers everywhere have proven time and again that resistance is far from futile.

Then I was right. Retail Workers are Zergs, not the Borg.

[strawbabies]

Is Bob Thompson the kind of manager who will tell you what this lady's problem was if she called him?

[Mongo Skruddgemire]

Maybe she wanted a free upgrade, or some other compensation for her trouble, and it wasn't offered. Not that she asked for it.

What upgrade could there be? There are only one or two children resistant cameras on the market?

On that note, what could have lit the fuse on her bad day bomb to cause her to flip out like that. I come in with a defective product and I leave with a new one within 30 minutes of walking into the store...I'm happier than a pig in poop.

M

[Ironclad Alibi]

What upgrade could there be? There are only one or two children resistant cameras on the market?

A children resistant camera? Is that a camera that refuses to take pictures of children?

[Aislin]

Well, most cameras I see returned have a notice inside "DO NOT RETURN THIS ITEM TO THE STORE YOU PURCHASED IT FROM - if product is damaged or defective please call 1-800- (number from manufacture) no one ever does but if they lack a proof that it has been under 30 days from purchase they often are directed to call the #. often this leads to Sucky Return Syndrome. Arguments are lost, managers cave and customers walk out with a brand new camera in exchange or store credit.

[JustADude]

Then I was right. Retail Workers are Zergs, not the Borg.

*sigh*

Now I've got to go dig out my .MP3 of "Radio Free Zerg".
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Oh, wait, that's a GOOD thing! Thanks for reminding me it's there, Samaliel!