Getting Out Of A Scrape
(I work for a well-known electronics store chain that has their own repair section for electronics. A high school-aged customer brings in her laptop to be checked out.)
Customer: “I have no idea what’s wrong! It just won’t do anything.”
(My coworker takes her laptop and runs a virus scan.)
Coworker: “You have quite a few viruses. It’ll be [price] to remove them.”
Customer: “Oh, but I have a warranty! Those are covered, right?”
Coworker: “Unfortunately, the plan you have only covers accidental physical damage.”
Customer: “Who the f*** do you guys think you are? You’re nothing! You have to fix this!”
Coworker: “Unfortunately, we can’t unless you pay.”
(The customer grabs the laptop and leaves the store. It’s a slow day, so we’re joking around near the front doors when we see the girl open her laptop, place it on the asphalt, step and scrape it into the ground, before picking it back up and bringing it back in.)
Customer: “While I was walking to the car, I accidentally dropped it!”
Me: “You know, we saw you scraping it up outside, right? You did it right in front of the window.”
Customer: “NO, IT WAS ACCIDENTAL DAMAGE! YOU CAN’T PROVE THAT I DID THIS!”
Coworker: “We can always go get the security footage.”
(The customer made a huge fuss, so our manager agreed to take and send the laptop to the service center. Big surprise: it got sent back unrepaired because it wasn’t accidental damage.)
This here is a complete case of poor communications skills. The teenager though that because she had the manufactures warranty it covered viruses. We all know too well that it does not. On another note you can’t cheat the system like that, especially not right in front of the store. Sometimes i wonder if people listen to what is being told to them or even read what it is that they buy. If she would have read her warranty paperwork and had been a bit more careful while online she could have avoided those viruses. And treating the reps the way she did obviously did not help, because now she has a scratched up virus filled laptop. Hope she learned her lesson.
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