Put the oil away...
Okay, I answer the phone, and the customer had a complaint about a particular PS2 game. Was it defective? No. Was it missing a manual? No.
Me: The evil bastard.
SC: do we really need an explanation?
Me: Okay, what's the problem with the game?
SC: The game isn't like it shows on the package.
Me: So it was mislabeled as another game?
SC: No the game's right, it just doesn't look like the covers show.
Me: I see, but I don't see what I can do about it if there's nothing wrong with the game.
SC: Well, I want a full refund for this game because you misrepresent it.
Me: I'm afraind I can't do that sir.
SC: Why not? You're misrepresenting it?
Me: The packaging is made by the production company, not <my company>, so any issues regarding that need to be dealt with the production company. As well, we do not take responsibility for a customer's taste in games. As such, we will not do a return for you. An exchange for the same product is applicable for a defective copy of the game though.
SC: Well what can I do then?
Me: you can contact the production company directly to get a refund. You have a better chance that way.
SC: Well then I want you to take all copies of the game off the shelf?
Me: (snickering)Excuse me sir?
SC: You heard me. Either I get a full refund, or you take all the copies of the game off your shelves.
Me: Sir, I already told you why we will not do a refund for you. And we will not pull a game off the shelf unless there has been consideral complaints to our corporate offices regarding it's content or if there has been a recall from the production offices. We will not contact every store in the company to pull an item off the shelves simply because someone doesn't like the packaging.
SC: It's federal law that you have to take it off your sheles if I want you to.
Me: Then I suggest you come into the store with proof of this law you are touting.
SC: I want to speak to a manager.
Me: Suit yourself.
I transfer him over to a manager with a spine <shock of all shocks> who also got the demands, as well as a complaint to me. Manager comes up to me a few minutes later and tells me about the complaint. Knowing I did nothing wrong, I asked what's going to happen. "Nothing" said the manager, "But I give you credit for not bursting out in laughter when he told you to pull the items off the shelves."
End result: the game still on the shelves (I never did find out what game), customer got squat (never bothered to contact the production company) and life moved on.