This could fall under "Sucky Customers" or "Cursing Out Co-Workers" as it involves both.
My very first customer of the day today was a woman looking to return a $50 piece of software (some sort of clip-art, print shop thing). She claimed it did not have everything listed on the box, specifically, the "sound and music clips."
Software Return Policy: Unopened software can be returned at any time for a full refund. We will gladly exchange opened software for the same title.
This of course means that you can NOT get a refund or a store credit for opened software. The reasons why should be obvious. If it's opened, we can only give you another of the same.
Problem #1: The software was clearly opened (tape was cut).
Problem #2: NO WHERE on the box did it say ANYTHING about sounds or music.
So after noticing problem #1, I heaved an inner sigh and braced myself for a storm. Luckily, one of the electronics guys (we'll call him Jeff) was nearby and heard the whole thing and jumped in to explain that we can not accept opened software returns (thus taking the heat himself. Thank you!)
SC: That's ridiculous! How are we supposed to know if it will work for us without opening it?
Jeff: Well, once it's opened and used, the registration codes become worthless, so we can't resell it (GOOD answer. Not the real one, but a good way to put it withotu accusing the customer of stealing).
SC: But it didn't have everything it says it has! (um, no).
Jeff: Well, I can't guarantee anything, but I'll check with the manager *runs off to fetch GM, who we'll call Steve*
Steve: Software return?
Jeff: Yes, but it's opened.
Steve: That's ok, just take it back (WTF!)
SC (to Steve): It didn't have everything listed on the box
Now, while this all was happening, I was reading the box. As I said, it said nothing about sounds or music.
Me: Where does it say that, ma'am? I don't see that on here.
SC: It said it on the display
Another lie. The only software displays we have are shippers. There was no shipper for this item, so the only "display" would have been the shelf tag, which lists only the name, price, and SKU. No desciption.
Steve: Just do the return.
WTF! What is the point of having a return policy (or any policy) if you are just going to allow an exception every time someone complains? I mean really. You may as well not have the policy. And as if that wasn't bad enough, Steve then proceeded to give Jeff a lecture about good custerm service, and that we aren't going to piss anyone off over $50 or $60. Jeff shrugged this off. I mean, where do we draw the line? $100? $1000? Policies exist for a reason, and software is the one thing we should NEVER compromise on. I don't care how cheap it is.