He was back again. The original manager who dealt with the guy was off, and even though I had explained everything to the other manager, he wouldn't look after it, saying he didn't know anything about it.
The guy was actually in the store last week when I saw him. I was off work and punched out, but was waiting for my ride home. I ran and got all the paperwork and tracked down the manager. I said, "I see him in here now, and he may ask about the lights." He said he would look after it.
I never heard any more, so I assumed it had been dealt with.
So, as usual, I had to handle it.
When I told the guy that there was nothing we could do, he started going off on me, claiming he had been told by the manager that he could get full credit.
I explained that he had been told that because the manager thought the lights didn't work, but when the customer started making a fuss about them rusting and told us they were in concrete, that changed everything.
He started in on this rant that there was nothing in the instructions to say they couldn't be put in concrete, and he didn't see any difference between putting them in soil and in embedding them in concrete.
Then he started saying that one light didn't work, and he could live with the rusty posts as long as we got him a new head for them. As far as I knew, he had been given new batteries for his light on his first visit, and everything was OK other than the rust.
Apparently I was wrong.
He went on about the fact that he hadn't really cared about the rust, and it was the defective head that he was concerned about. That was news to me, since he had bothered to take pictures of the rust and bring them in.
Unfortunately, because the manager was away, all my information about the situation was locked in his office. I had no proof of the warranty policy to back me up.
He was so obnoxious, and he still reeked of BO.
I told him I wasn't sure that parts were available as it was discontinued, but without the light, I couldn't give him a refund, and he had already admitted to embedding them in concrete. I certainly cannot refund for the one light that does work, as I can't get credit for something that isn't defective, and it was already established that the rust was not a warranty issue.
He said it didn't matter if our store can't get our money back from the manufacturer, because we still were responsible for the defective light. I said, "It certainly does matter. We have to go by the manufacturer's warranty policies."
He still argued with me on that one, saying it was us who sold him the light and not the manufacturer. Dumbass!
In the end, I told him I would call the company to see if I could get the heads replaced, but I couldn't make any guarantees.
I damn well better not be the one who has to deal with him the next time he comes in.