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...if no one bothers to follow it anyway. 
Had these two gems today:
Genius #1
SC: I bought this Xbox 360 back at the end of December and it's screwing up, it won't read discs anymore. I didn't get the extended warranty.
(We warranty all our new products for 14 days in-store, that's it)
Me: Then I'm sorry you'll have to go through Microsoft since you are past the return period with us.
SC: But the guy who sold this to me said I had a few months within which to bring it back... (the few months likely refer to MICROSOFT's return policy, not ours)
Me: We only cover new items for 14 days. It's been that way for a long time now, there's nothing I can do for you. You'll have to go through Microsoft.
SC: That's bullshit, why bother selling something if you won't stand behind it?
Me: As I told you, our in-store coverage is only 14 days. There's nothing I can do. You'll have to take it up with Microsoft.
SC: (as he turns to leave) That's a crock of shit, this is beyond stupid.
That's what you get for not reading the fine print
Genius #2
Woman comes into return an non-working Xbox 360 (what is it with these things?) bought back in December. Fortunately this woman was smart and bought our extended warranty. Unfortunately she had lost her receipt. Without a receipt, I can't process any kind of return.
SC: I should be in your system, the warranty is under Joe Blow Jr.
Me: Unfortunately the system is not set up that way, I can't search names. Do you remember when you bought the unit? (Now I admit it would be very helpful if we could search warranties by name, but we are unable to do it.)
SC: late november, early december, around there.
(as if that narrows it down much)
Me: Ok let me see what I can find.
I graciously spend a few minutes going through several days worth of transactions, trying to find this woman's sale. These were records from the holiday season so there were a lot of them. Took me maybe five or so minutes to browse through, at this point my colleague mentions we have no on hand stock of 360s to replace it with.
SC: So you have no 360's in stock right now to replace this?
Me: Unfortunately no.
SC: So why have I been standing here? Why not tell me that to begin with? I live 40 minutes from here and I'm in a hurry.
Me: Well even if you wanted to do a return at another store that did have some in stock, you would still NEED your receipt, which I was trying to find for you. (and I was SO tempted to add:"because you managed to lose it!")
At this point she tells me a sob story about how she's been trying to find a replacement system for three months (BS, 360s aren't THAT scarce!) and she's tired of running around for them. So then she gives me her contact info and tells me to call her if WHEN (not if) I find her receipt info because she has to go now.
Let me make something clear here. I was not obligated to look up anything for this woman, if you lose the receipt, I routinely do not have to time to review DAYS worth of sales logs to try to find the sale.
She left in a bit of a huff and I was pretty frustrated myself because I had gone above and beyond with this woman and she just got increasingly agiated with me because I couldn't find a record of a sale she could barely recall making and did NOT have a receipt for!
It always frustrates me how they say "why can't you just look it up?" as if my computer was some massive database that could be searched any possible way you could think of. I CAN do searches, but only on certain things. And please don't get me started on people who think it's easy to look some old transaction if they just give me their credit card number.
Or how about this one: "I know you were the one I dealt with, surely you remember me". I see hundreds of people a DAY at work, do you really expect me to remember someone I was in contact with for only a few moments back in November?? Unless there was something particularly unique or infamous about you, I'm not going to remember you!
Ok I'm done venting, but I think there's an important lesson in here: Microsoft makes crappy products
Had these two gems today:
Genius #1
SC: I bought this Xbox 360 back at the end of December and it's screwing up, it won't read discs anymore. I didn't get the extended warranty.
(We warranty all our new products for 14 days in-store, that's it)
Me: Then I'm sorry you'll have to go through Microsoft since you are past the return period with us.
SC: But the guy who sold this to me said I had a few months within which to bring it back... (the few months likely refer to MICROSOFT's return policy, not ours)
Me: We only cover new items for 14 days. It's been that way for a long time now, there's nothing I can do for you. You'll have to go through Microsoft.
SC: That's bullshit, why bother selling something if you won't stand behind it?
Me: As I told you, our in-store coverage is only 14 days. There's nothing I can do. You'll have to take it up with Microsoft.
SC: (as he turns to leave) That's a crock of shit, this is beyond stupid.
That's what you get for not reading the fine print
Genius #2
Woman comes into return an non-working Xbox 360 (what is it with these things?) bought back in December. Fortunately this woman was smart and bought our extended warranty. Unfortunately she had lost her receipt. Without a receipt, I can't process any kind of return.
SC: I should be in your system, the warranty is under Joe Blow Jr.
Me: Unfortunately the system is not set up that way, I can't search names. Do you remember when you bought the unit? (Now I admit it would be very helpful if we could search warranties by name, but we are unable to do it.)
SC: late november, early december, around there.
(as if that narrows it down much)
Me: Ok let me see what I can find.
I graciously spend a few minutes going through several days worth of transactions, trying to find this woman's sale. These were records from the holiday season so there were a lot of them. Took me maybe five or so minutes to browse through, at this point my colleague mentions we have no on hand stock of 360s to replace it with.
SC: So you have no 360's in stock right now to replace this?
Me: Unfortunately no.
SC: So why have I been standing here? Why not tell me that to begin with? I live 40 minutes from here and I'm in a hurry.
Me: Well even if you wanted to do a return at another store that did have some in stock, you would still NEED your receipt, which I was trying to find for you. (and I was SO tempted to add:"because you managed to lose it!")
At this point she tells me a sob story about how she's been trying to find a replacement system for three months (BS, 360s aren't THAT scarce!) and she's tired of running around for them. So then she gives me her contact info and tells me to call her if WHEN (not if) I find her receipt info because she has to go now.
Let me make something clear here. I was not obligated to look up anything for this woman, if you lose the receipt, I routinely do not have to time to review DAYS worth of sales logs to try to find the sale.
She left in a bit of a huff and I was pretty frustrated myself because I had gone above and beyond with this woman and she just got increasingly agiated with me because I couldn't find a record of a sale she could barely recall making and did NOT have a receipt for!
It always frustrates me how they say "why can't you just look it up?" as if my computer was some massive database that could be searched any possible way you could think of. I CAN do searches, but only on certain things. And please don't get me started on people who think it's easy to look some old transaction if they just give me their credit card number.
Or how about this one: "I know you were the one I dealt with, surely you remember me". I see hundreds of people a DAY at work, do you really expect me to remember someone I was in contact with for only a few moments back in November?? Unless there was something particularly unique or infamous about you, I'm not going to remember you!
Ok I'm done venting, but I think there's an important lesson in here: Microsoft makes crappy products
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