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Behold the sorry saga of the gentleman and his PS3....
Part 1: Guy buys a PS3 with a warranty and several games from employee A. About two weeks later he comes back in, the PS3 has obviously been damaged and he wants a replacement, not a problem. A week later he comes back again for the same reason, his PS3 is damaged and he wants a new one (does he live with a pack of wolves or something? Who trashes 2 PS3s that fast??) Unfortunately he's missing a component (power cable) and we need the whole thing to do an exchange. The other problem with the exchange is that we have no PS3s at the moment.
Part 2: Guy comes back a couple of days later, with the component, but we still don't have any PS3s. Guy throws a fit and demands a refund. Employee B says we can't do that on opened systems because of our store policy. SC goes on long tirade about how our store sucks and Sony apparently makes "Crap products." Demands to speak to manager. Employee B says manager isn't in until tomorrow.
Part 3: SC comes back again and speaks to the manager. Manager tells him he can't get a refund but he'll try to get him another PS3 from one of our other stores. No PS3s to be found. Guy throws another fit and again demands a refund, manager says no dice.
Part 4: Guy comes back again (Damn he's persistent) and speaks to me. He says he wants a refund on the stuff. If he was expecting a different answer from me, he's not going to get it. So I go get the manager and again he and SC have a long go-round about how he can't get a refund and our policies are stupid and how the manager is being totally unreasonable and how our company is evil. He ends up storming out with nothing. The only offer made by us was for him to wait on a replacement or take a used system and we'd give him the difference back. He completely refused either of these options.
Part 5: This is the grand finale, of sorts. Guy returns AGAIN and shows up at the store an hour early, waiting in the parking lot for us to open. At ten minutes to opening he starts shaking the handles of the doors.
When we finally do open, he comes in and tells Employee B that the manager approved his refund. At this point I step in because I remember the prior interaction and I know that is not true. I call my manager and verify that, in fact, nothing has changed. The SC then demands to speak to my manager over the phone. They proceed to have yet another "refund/policy" smackdown that again the SC fails in winning.
SC decides to up the ante after getting off the phone with my manager and call corporate (oh no...I'm so scared!
). Corporate tells him he can get store credit he can then use to buy a different console (I.E. not a PS3). This is a flexing of policy but it's reasonable enough. So he decides to buy a 360 instead. I thought that was the end of it but no...
...if that were the case this story wouldn't be quite sucky enough!
When I go to put the balance (because there's a price difference between the systems) on a gift card he flips out yet again because he wanted CASH for the difference. Buddy, how many times must you hear "NO REFUND" before you get a clue??
He asks me to call my manager back which I reluctantly do, after yet another go-round we end up with the same options we had before: Wait for a new PS3, swap for a used one or get store credit towards something else but NO REFUND.
He's still pissed and now wants to take it to the Regional Manager to get a refund!
I should also mention we've had other customers in the store while all this is going on and SC is badmouthing our company to practically anyone that comes in the door.
So I give him my Regional Manager's office number and warn him it goes to a voicemail. It ALWAYS goes to a voicemail. He doesn't want to talk to a damned voicemail. He ups the ante again and says he's going to take this to his lawyer if we don't resolve it right then and there.
I should have given him the number for Legal and told him I could no longer speak with him, but he seemed like the type who would stay in the store all day if necessary and it appeared as though he might somewhat disruptive if he did so.
He disappears for a few minutes and reappears, finally willing to accept store credit. But he doesn't want a 360 or anything else, he just wants the credit. So I put the credit on a card for him and he's gone.
A little while later a customer hands me a gift card that has the EXACT same balance as the one I did for SC earlier....odd.
"Where'd you get this?" I asked. The response:
"Some guy in the parking lot sold it to me for $225"
The card had just over $300 on it so I guess the guy was willing to take a loss on it just to get some cash in his pocket and be done dealing with us.
This guy gave us about three SCs worth of grief in one package, thank god folks like him are few and far between.
Part 1: Guy buys a PS3 with a warranty and several games from employee A. About two weeks later he comes back in, the PS3 has obviously been damaged and he wants a replacement, not a problem. A week later he comes back again for the same reason, his PS3 is damaged and he wants a new one (does he live with a pack of wolves or something? Who trashes 2 PS3s that fast??) Unfortunately he's missing a component (power cable) and we need the whole thing to do an exchange. The other problem with the exchange is that we have no PS3s at the moment.
Part 2: Guy comes back a couple of days later, with the component, but we still don't have any PS3s. Guy throws a fit and demands a refund. Employee B says we can't do that on opened systems because of our store policy. SC goes on long tirade about how our store sucks and Sony apparently makes "Crap products." Demands to speak to manager. Employee B says manager isn't in until tomorrow.
Part 3: SC comes back again and speaks to the manager. Manager tells him he can't get a refund but he'll try to get him another PS3 from one of our other stores. No PS3s to be found. Guy throws another fit and again demands a refund, manager says no dice.
Part 4: Guy comes back again (Damn he's persistent) and speaks to me. He says he wants a refund on the stuff. If he was expecting a different answer from me, he's not going to get it. So I go get the manager and again he and SC have a long go-round about how he can't get a refund and our policies are stupid and how the manager is being totally unreasonable and how our company is evil. He ends up storming out with nothing. The only offer made by us was for him to wait on a replacement or take a used system and we'd give him the difference back. He completely refused either of these options.
Part 5: This is the grand finale, of sorts. Guy returns AGAIN and shows up at the store an hour early, waiting in the parking lot for us to open. At ten minutes to opening he starts shaking the handles of the doors.
When we finally do open, he comes in and tells Employee B that the manager approved his refund. At this point I step in because I remember the prior interaction and I know that is not true. I call my manager and verify that, in fact, nothing has changed. The SC then demands to speak to my manager over the phone. They proceed to have yet another "refund/policy" smackdown that again the SC fails in winning.
SC decides to up the ante after getting off the phone with my manager and call corporate (oh no...I'm so scared!
). Corporate tells him he can get store credit he can then use to buy a different console (I.E. not a PS3). This is a flexing of policy but it's reasonable enough. So he decides to buy a 360 instead. I thought that was the end of it but no......if that were the case this story wouldn't be quite sucky enough!
When I go to put the balance (because there's a price difference between the systems) on a gift card he flips out yet again because he wanted CASH for the difference. Buddy, how many times must you hear "NO REFUND" before you get a clue??
He asks me to call my manager back which I reluctantly do, after yet another go-round we end up with the same options we had before: Wait for a new PS3, swap for a used one or get store credit towards something else but NO REFUND.
He's still pissed and now wants to take it to the Regional Manager to get a refund!
I should also mention we've had other customers in the store while all this is going on and SC is badmouthing our company to practically anyone that comes in the door.
So I give him my Regional Manager's office number and warn him it goes to a voicemail. It ALWAYS goes to a voicemail. He doesn't want to talk to a damned voicemail. He ups the ante again and says he's going to take this to his lawyer if we don't resolve it right then and there.
I should have given him the number for Legal and told him I could no longer speak with him, but he seemed like the type who would stay in the store all day if necessary and it appeared as though he might somewhat disruptive if he did so.
He disappears for a few minutes and reappears, finally willing to accept store credit. But he doesn't want a 360 or anything else, he just wants the credit. So I put the credit on a card for him and he's gone.
A little while later a customer hands me a gift card that has the EXACT same balance as the one I did for SC earlier....odd.
"Where'd you get this?" I asked. The response:
"Some guy in the parking lot sold it to me for $225"
The card had just over $300 on it so I guess the guy was willing to take a loss on it just to get some cash in his pocket and be done dealing with us.
This guy gave us about three SCs worth of grief in one package, thank god folks like him are few and far between.
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