I work in a UK mobile phone shop based inside a supermarket. Earlier today a customer came into the shop saying that she had bought a (really cheap) phone from one of my colleagues on Tuesday and that when she had opened it and turned it on the screen looked funny (all messed up, I saw it later).
me: OK do you have your receipt?
hag; No, he never gave me a receipt (Doubtful)
me; OK then, you will need to speak to CSD to try and get a copy of that before I can either return or exchange this
She leaves
Comes back about 20 mins later with a copy of her receipt and I finally get to see the phone, which has a REALLY obvious impact mark on the screen.
me; Unfortunately, due to the damage on your phone, I will not be able to do anything for you today
hag; It's not damaged, it's a fault
me: (Pointing to the impact mark) This is where something has hit and cracked the screen, so as this is damaged and not faulty, I cannot do anything
hag; But this phone is my life, I have people I need to keep in contact with, etc, etc
See above going round in circles for about 10 mins
me; As I have explained, as there is damage to the phone I will not be refunding or exchanging anything today
hag: Get me a manager
me: OK, rang the stores duty manager (who luckily, before he left, used to be my manager in the phoneshop) explained what had happened, and he said exactly the same things I had
another5 mins of going round in circles
mgr: As I have said many times, as it is damaged, we will not be exchanging anything today, however, if you would like to buy another phone, the guys here will be happy to help you
hag: OK then, I'm gonna contact Trading Standards
mgr: That entirely up to you, but as there isn't actually a fault on the phone, they are very unlikely to do anything
hag; Fine, I'll go home, commit suicide, and address my suicide note to Trading Standards so you will all get in trouble
Eventually, mgr just got her out of the store, apparently she tries this sort of thing all the time
me: OK do you have your receipt?
hag; No, he never gave me a receipt (Doubtful)
me; OK then, you will need to speak to CSD to try and get a copy of that before I can either return or exchange this
She leaves
Comes back about 20 mins later with a copy of her receipt and I finally get to see the phone, which has a REALLY obvious impact mark on the screen.
me; Unfortunately, due to the damage on your phone, I will not be able to do anything for you today
hag; It's not damaged, it's a fault
me: (Pointing to the impact mark) This is where something has hit and cracked the screen, so as this is damaged and not faulty, I cannot do anything
hag; But this phone is my life, I have people I need to keep in contact with, etc, etc
See above going round in circles for about 10 mins
me; As I have explained, as there is damage to the phone I will not be refunding or exchanging anything today
hag: Get me a manager
me: OK, rang the stores duty manager (who luckily, before he left, used to be my manager in the phoneshop) explained what had happened, and he said exactly the same things I had
another5 mins of going round in circles
mgr: As I have said many times, as it is damaged, we will not be exchanging anything today, however, if you would like to buy another phone, the guys here will be happy to help you
hag: OK then, I'm gonna contact Trading Standards
mgr: That entirely up to you, but as there isn't actually a fault on the phone, they are very unlikely to do anything
hag; Fine, I'll go home, commit suicide, and address my suicide note to Trading Standards so you will all get in trouble
Eventually, mgr just got her out of the store, apparently she tries this sort of thing all the time
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