Saved a customer $150 when I could've done nothing.

[CrazedClerkthe2nd]

A guy brought in a broken PS3 a couple of days ago and said one of the inputs wasn't working. So he traded it in (at a lower rate since it was broken) and paid the difference for an identical, fully functional unit and left.

As I was talking the console to the back, a thought crossed my mind. The older Playstation 3 systems (the "fat" models) have an odd quirk: If you are using them with high definition cables, either component or HDMI and then switch back to standard A/V, you have to hold down the reset button on the front of the unit for a few seconds to switch the display mode.

Based on what the customer had told me, I realized the input jack might actually work fine, it just may be set to Hi-def mode. So I hooked it up and did the reset button trick and presto! Worked just fine.

Here's the pat-myself-on-the-back part. I actually went back into the transaction records, hunted down the customers phone number (which had been provided as part of the trade in process), called him and told the PS3 he brought me actually worked fine and there was no need for him to have purchased another. Therefore he could come back and get his $150 back.

He was absolutely thrilled that I called him to let him know what I'd found out and to offer his money back rather than just letting the sale stay as is and keeping the other unit. Part of the reason I did what I did is I knew if that was me and I had just spent $150 I didn't need to, I'd want to someone to call me back and let me know too.

It's moments like that I really enjoy my job.

[Mango]

That's great to hear Thanks for sharing!

[Sapphire Silk]

Awesome call.

[bean]

This is the kind of thing I would do for regulars, or people who aren't assholes.

Congrats on a job well done! Even though your boss may be pissy about losing the sale.

Also damn good info to know when/if I get a PS3 (it'll most likely be used and hooked up via HDMI).

The only claim to fame I really have is I occasionally answer phones at work if I'm between transactions. Someone called up, immediately recognized my voice and name, and they were incredibly polite and said they were pretty sure I didn't give them their cash back (debit transaction), they weren't positive, but would it be possible to find out? Immediately I think back and realize "oh shit.. I remember this trx, and I don't think I gave them their money". I tell them that it's a very real possibility and that I'll immediately have my manager count my drawer and give them a call back as soon as the count was done.

Sure enough, my drawer was a few cents less than $40 over (they'd asked for $40 over on the trx, we allow up to $100 back on debit or $50 on check). I personally called them back, apologized profusely, asked where they lived so I could personally bring the money back (pretty much against company policy, but I was trying to do everything I could to make sure they got their money). Turns out they were a pretty good distance (50+ miles) and wouldn't be back for a few days, so I got a writeup over it, but the customer was incredibly understanding, boss put a note in the customer service log book, and the next time the customer was in the store manager just did a cash payout from the customer service register. We'd been bullshitting during the transaction and I just flat out forgot. My saving grace was that I immediately told management "Oh shit, I fucked up, they just called, they're not angry, but we need to count my drawer RIGHT NOW before I do another transaction". Management wasn't angry at all, but due to the amount, I still had to get the writeup.

Now whenever I hand back a receipt I grab a pen and circle the change amount.. along with staring at both the cashier and customer displays for change amounts.

[Anakah]

You're totally awesome! That was actually really nice of you. If anything your boss should be happy that you gave great customer service.

[Mikkel]

Many times such a service pays for itself.

In the first year I had my bike shop, a little old lady whose bike was punctured came in (in Denmark even old ladies ride a bicycle).
When I had the tube out I could see that the hole was from a bubble in the rubber and it was a tube of the brand I sold.
I told her that it was an obvious fabrication fault and that the new inner tube and the work was free.
What I didn't know was that she was one of the elders in the Jehovas Witnesses, the rest of the time I had that shop, I had the local congregation as customers because she told them to use my shop.
The backside was that I had a steady supply of Watchtower and Wakeup, and me not religious at all .