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Hi,
I work as tech support in an electronics' store and do a bit of customer service. One day recently a customer came in and said his phone was no longer functional. It was a cordless lan line phone. I tested all of the connections on it and pulled up his receipt. It was of course broken due to a power surge likely and over 14 months old so out of warranty. I told him I would do an exchange anyway despite being out of warranty and outside of return/exchange period. Most people would be completely satisfied that their $17.99 phone would be replaced. His response at the exchange was anger. He exclaimed "This is BullS***". I was perplexed thinking he misunderstood and explained that there was no reason to get upset and I was performing an exchange. He looked at me as if I was dense and said "You...Get...Me...A...(explicit) Manager Now!!!" Still confused I got a manager and explained to him the situation. He came and told him the exchange was all we could do and there was not much else we could do. It turns out he told me he wanted "compensation" for this inconvenience of the phone breaking (even though the power surge was likely his own fault). He wanted a new phone, the original money refunded, and gas money to be refunded for his travel to the store. (This gas money request is not uncommon for nearly every upset customer.) So in the end after a 10 minute tirade towards me after my manager left, he took his phone (the broken one, refusing the exchange) and left. What a jerk.
I work as tech support in an electronics' store and do a bit of customer service. One day recently a customer came in and said his phone was no longer functional. It was a cordless lan line phone. I tested all of the connections on it and pulled up his receipt. It was of course broken due to a power surge likely and over 14 months old so out of warranty. I told him I would do an exchange anyway despite being out of warranty and outside of return/exchange period. Most people would be completely satisfied that their $17.99 phone would be replaced. His response at the exchange was anger. He exclaimed "This is BullS***". I was perplexed thinking he misunderstood and explained that there was no reason to get upset and I was performing an exchange. He looked at me as if I was dense and said "You...Get...Me...A...(explicit) Manager Now!!!" Still confused I got a manager and explained to him the situation. He came and told him the exchange was all we could do and there was not much else we could do. It turns out he told me he wanted "compensation" for this inconvenience of the phone breaking (even though the power surge was likely his own fault). He wanted a new phone, the original money refunded, and gas money to be refunded for his travel to the store. (This gas money request is not uncommon for nearly every upset customer.) So in the end after a 10 minute tirade towards me after my manager left, he took his phone (the broken one, refusing the exchange) and left. What a jerk.
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