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In college I worked at our campus computer shop, we did computer sales and repairs (since college students are almost always coming up with new and exciting ways to FUBAR their computers).
This guy came in one day who I later found was a professor and spent about $2000 on a high end desktop unit, monitor, software and a few other odds and ends. The transaction went smoothly, the problem came about six weeks later.
He brought the unit in because he had spilled something on it and it was having problems. Water damage voids the warranty, but we can still fix it in some instances depending on the nature of the problem. I explain to him that his warranty won't cover this damage but should we be able to fix it, it will cost between $XX and $YY.
He FLIPS out.
SC: WHAT??? I have to PAY for the repair?! But I only bought it about a month ago!
Me: I just explained to you sir that your warranty won't cover this. We can repair it, but our tech won't work for free.
SC: Well he damned well should! I spent over $2000 last time I was here and now you have the gall to ask me for more?? Just claim it on the damned warranty and be done with it.
Me: The warranty doesn't cover water damage.
SC: So just say it was some other kind of damage and no one's the wiser.
Me: Ok number one, that's fraud. Number two, when we make a warranty claim, we have to send the system back to the manufacturer so they can examine it. If I send this back to them they will certainly see the water damage and deny the claim which will further delay you getting it fixed.
SC: I will not PAY for this repair!
Me: That's your choice sir, but if you will not pay, we cannot help you.
SC: The hell you can't! I spent over TWO THOUSAND dollars here on this system and I deserve to be treated with respect. I want this repair done and I refuse to pay a dime for it.
Me: I can't do that sir.
SC: Then I guess I need to go above your head. Let me speak to your manager.
Me: He's out at the moment he should be back in 45 mins or so.
SC: I'll be back then.
So he came back and got in a big brouhaha with Assistant Manager T, basically going over the same convo I had with him above. Eventually he demanded store manager L, who was off this particular day.
Time passes...
The next day he is back again and gets into it with store manager L.
L: I appreciate that you spent so much money with us earlier but I can't give you a free repair on the unit.
SC: But you're the manager? Isn't your job to satisfy customers?
L: Well yes, but -
SC: Well I am extremely unsatisfied right now.
L: I realize that, however we don't stay in business by losing money and if I give you the repair at no cost, we would be doing exactly that.
SC: Maybe there's a problem with your hearing so I'll repeat myself again:
I want this computer fixed and I...REFUSE...TO...PAY...A...PENNY for it!
L: I hear you very clearly sir but I'm telling you I can't do that.
SC: So what the hell can you do? I swear you are about the most useless manager I've ever dealt with, you aren't giving me any help here.
L: I'm sorry you feel that way but I really do want to reach a solution as much as you do.
SC: You sure don't act like it.
(At this point L is getting flustered and has enough to do without fighting with this SC for goodness knows how long...)
L: Ok sir, look, I understand you are upset and I realize you spent a fair bit of money here before so here's what I'm willing to offer to break this stalemate. I will give you the repair at 50% OFF this ONE TIME ONLY. I think that's a very fair offer.
SC: No deal. I want it for free.
L: Sir you should realize that even at 50% OFF we would be losing money on the repair, that's as low as I'm willing to go.
SC: Well that's nowhere near low enough. I refuse to be disrespected like this any longer. Who is your manager? I will go as high as I have to until I get what I deserve!
L: KB is the supervisor of our department, I can give you an e-mail address for her, but she usually doesn't get involved in customer service issues.
SC: Well I'm going to involve her in this one.
L: Here's her info.
SC: You mark my words. If I can't get this repair for free from you people I'm going to get it done elsewhere and SEND YOU THE BILL! One way or another, I will NOT PAY for this! *stomps off*
He never did come back and although I did see him on campus a few times, he never said a word to me. As far as I know he never got anything from us for his "trouble"
This guy came in one day who I later found was a professor and spent about $2000 on a high end desktop unit, monitor, software and a few other odds and ends. The transaction went smoothly, the problem came about six weeks later.
He brought the unit in because he had spilled something on it and it was having problems. Water damage voids the warranty, but we can still fix it in some instances depending on the nature of the problem. I explain to him that his warranty won't cover this damage but should we be able to fix it, it will cost between $XX and $YY.
He FLIPS out.
SC: WHAT??? I have to PAY for the repair?! But I only bought it about a month ago!
Me: I just explained to you sir that your warranty won't cover this. We can repair it, but our tech won't work for free.
SC: Well he damned well should! I spent over $2000 last time I was here and now you have the gall to ask me for more?? Just claim it on the damned warranty and be done with it.
Me: The warranty doesn't cover water damage.
SC: So just say it was some other kind of damage and no one's the wiser.
Me: Ok number one, that's fraud. Number two, when we make a warranty claim, we have to send the system back to the manufacturer so they can examine it. If I send this back to them they will certainly see the water damage and deny the claim which will further delay you getting it fixed.
SC: I will not PAY for this repair!
Me: That's your choice sir, but if you will not pay, we cannot help you.
SC: The hell you can't! I spent over TWO THOUSAND dollars here on this system and I deserve to be treated with respect. I want this repair done and I refuse to pay a dime for it.
Me: I can't do that sir.
SC: Then I guess I need to go above your head. Let me speak to your manager.
Me: He's out at the moment he should be back in 45 mins or so.
SC: I'll be back then.
So he came back and got in a big brouhaha with Assistant Manager T, basically going over the same convo I had with him above. Eventually he demanded store manager L, who was off this particular day.
Time passes...
The next day he is back again and gets into it with store manager L.
L: I appreciate that you spent so much money with us earlier but I can't give you a free repair on the unit.
SC: But you're the manager? Isn't your job to satisfy customers?
L: Well yes, but -
SC: Well I am extremely unsatisfied right now.
L: I realize that, however we don't stay in business by losing money and if I give you the repair at no cost, we would be doing exactly that.
SC: Maybe there's a problem with your hearing so I'll repeat myself again:
I want this computer fixed and I...REFUSE...TO...PAY...A...PENNY for it!
L: I hear you very clearly sir but I'm telling you I can't do that.
SC: So what the hell can you do? I swear you are about the most useless manager I've ever dealt with, you aren't giving me any help here.
L: I'm sorry you feel that way but I really do want to reach a solution as much as you do.
SC: You sure don't act like it.
(At this point L is getting flustered and has enough to do without fighting with this SC for goodness knows how long...)
L: Ok sir, look, I understand you are upset and I realize you spent a fair bit of money here before so here's what I'm willing to offer to break this stalemate. I will give you the repair at 50% OFF this ONE TIME ONLY. I think that's a very fair offer.
SC: No deal. I want it for free.
L: Sir you should realize that even at 50% OFF we would be losing money on the repair, that's as low as I'm willing to go.
SC: Well that's nowhere near low enough. I refuse to be disrespected like this any longer. Who is your manager? I will go as high as I have to until I get what I deserve!
L: KB is the supervisor of our department, I can give you an e-mail address for her, but she usually doesn't get involved in customer service issues.
SC: Well I'm going to involve her in this one.
L: Here's her info.
SC: You mark my words. If I can't get this repair for free from you people I'm going to get it done elsewhere and SEND YOU THE BILL! One way or another, I will NOT PAY for this! *stomps off*
He never did come back and although I did see him on campus a few times, he never said a word to me. As far as I know he never got anything from us for his "trouble"
Good god! Talk about entitlement!
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