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Since this story was my most recent sucky customer, I figured it'd make a good first post here.
Basically, I was called an asshole and a smart ass just last week by the guy with the DVD player. He brought in the unit to exchange, because he stated that it didn't work. He does this all in a tone that makes it seem like it's my personal fault that the thing is defective, by the way. All he had was the unit and his receipt. In order to return an item, the customer needs to have all the packaging. To exchange, they also need everything or else we will just give them the equivalent of what they brought us from the new item. Makes sense right?
So I told him I'd be happy to exchange it with a new one for him. I grab a new unit, take it out of the box, make a notation on his receipt that the unit has been exchanged, take his old unit and put it in the box to be shipped out, and tell him he's all set. Which he was...he had a new unit. Should have been enough right?
Wrong.
Here's a run down of the conversation.
Customer: This thing doesnt work *slams unit down on the counter...while I'm still talking to a previous customer*
Me: Okay, well I actually can't return it without all of it's packaging.
C: Well I don't want to return it, I want a new one. *He says as if I should have known this*
M: Oh, okay no problem, let me see if I have any in stock. *checks* Yep, we have a couple new ones. I'll go grab one for you.
*I grab a new one, pull out the unit and replace it with the old one*
C: What, I don't get the box?
M: Well, no. You only brought in the unit. I can only replace what you brought in.
C: But I don't even know if this thing is gonna work, I want to have the box for it.
M: Okay...but this is now the box for your old unit. Did you keep the original box for it?
C: Are you trying to be a smart ass?
M: Excuse me?
C: Who keeps the boxes to stuff?
M: Well, personally, I do...
C: Well that's you, not me. I threw it away right after I got it.
M: Well I'm sorry but I can't give you the box.
C: Really, you're gonna be like that, just give me the box.
M: Its not up to me, its store policy...
C: Well I'll just have to call you district manager. Whats you last name?
M: You're going to call the DM because I won't give you a box...?
C: Yeah you're being an asshole about it, whats your last name.
M: It doesn't matter what my last name is, I'm the only James at this store.
He finally leaves...and the lady in line behind him assured me that he was in the wrong, I was right. He threw away his original box and was not entitled to the new one. Besides...if he threw away the old one and sees no value in keeping packaging...why does he want the new one?
I thought I was rid of him...but alas, he then comes back stating that this new player still doesn't work. I suspect the error lies between, well...you know. I call up a manager at another store since mine was out for the day and asked him if I could just return the thing without the box. He says fine...since the thing is only a $35 DVD player and he's been having "problems" with it...and I basically just want him *gone*. I tell him I'll go ahead and do the exchange, though it's an exception and we don't normally do such a thing. I'm going about my business of returning the unit when...
C: You need to work on your customer service.
M: *pause* What exactly do I need to work on?
C: Your attitude, you're all cocky and all "You need to have your box" and shit, I'm a customer and you need to help me out when I have a problem.
M: *getting pretty pissed at this point* I DID help you out, I got you a brand new unit.
C: You're mouthing off to the wrong guy...trust me.
At that point I just dropped it because anything I did or said was going to cost me my job. I was pretty tempted to ask him what the HELL he meant by that. However I just laughed and shook my head. Once he was finally leaving I just gave him a nice, polite "Have a good one..."
Since I was then alone in the store, I may of may have not ended that sentence with an expletive once he was out the door.
Basically, I was called an asshole and a smart ass just last week by the guy with the DVD player. He brought in the unit to exchange, because he stated that it didn't work. He does this all in a tone that makes it seem like it's my personal fault that the thing is defective, by the way. All he had was the unit and his receipt. In order to return an item, the customer needs to have all the packaging. To exchange, they also need everything or else we will just give them the equivalent of what they brought us from the new item. Makes sense right?
So I told him I'd be happy to exchange it with a new one for him. I grab a new unit, take it out of the box, make a notation on his receipt that the unit has been exchanged, take his old unit and put it in the box to be shipped out, and tell him he's all set. Which he was...he had a new unit. Should have been enough right?
Wrong.
Here's a run down of the conversation.
Customer: This thing doesnt work *slams unit down on the counter...while I'm still talking to a previous customer*
Me: Okay, well I actually can't return it without all of it's packaging.
C: Well I don't want to return it, I want a new one. *He says as if I should have known this*
M: Oh, okay no problem, let me see if I have any in stock. *checks* Yep, we have a couple new ones. I'll go grab one for you.
*I grab a new one, pull out the unit and replace it with the old one*
C: What, I don't get the box?
M: Well, no. You only brought in the unit. I can only replace what you brought in.
C: But I don't even know if this thing is gonna work, I want to have the box for it.
M: Okay...but this is now the box for your old unit. Did you keep the original box for it?
C: Are you trying to be a smart ass?
M: Excuse me?
C: Who keeps the boxes to stuff?
M: Well, personally, I do...
C: Well that's you, not me. I threw it away right after I got it.
M: Well I'm sorry but I can't give you the box.
C: Really, you're gonna be like that, just give me the box.
M: Its not up to me, its store policy...
C: Well I'll just have to call you district manager. Whats you last name?
M: You're going to call the DM because I won't give you a box...?
C: Yeah you're being an asshole about it, whats your last name.
M: It doesn't matter what my last name is, I'm the only James at this store.
He finally leaves...and the lady in line behind him assured me that he was in the wrong, I was right. He threw away his original box and was not entitled to the new one. Besides...if he threw away the old one and sees no value in keeping packaging...why does he want the new one?
I thought I was rid of him...but alas, he then comes back stating that this new player still doesn't work. I suspect the error lies between, well...you know. I call up a manager at another store since mine was out for the day and asked him if I could just return the thing without the box. He says fine...since the thing is only a $35 DVD player and he's been having "problems" with it...and I basically just want him *gone*. I tell him I'll go ahead and do the exchange, though it's an exception and we don't normally do such a thing. I'm going about my business of returning the unit when...
C: You need to work on your customer service.
M: *pause* What exactly do I need to work on?
C: Your attitude, you're all cocky and all "You need to have your box" and shit, I'm a customer and you need to help me out when I have a problem.
M: *getting pretty pissed at this point* I DID help you out, I got you a brand new unit.
C: You're mouthing off to the wrong guy...trust me.
At that point I just dropped it because anything I did or said was going to cost me my job. I was pretty tempted to ask him what the HELL he meant by that. However I just laughed and shook my head. Once he was finally leaving I just gave him a nice, polite "Have a good one..."
Since I was then alone in the store, I may of may have not ended that sentence with an expletive once he was out the door.
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