Last one before bed...
20 somthing guy walks in during on of my first shifts at the off the island.
Guy: Hey man, do you guys have Windows XP here?
Me: Yeah, but just the Home Upgrade, no tthe full version
Guy: How much is it?
Me: $149.99, let me see if we've got any.... yep, you want me to get it for you?
Guy: Yeah, please
Me: Ok, but it's the upgrade, that's what you want right?
Guy: Yep
(I go out back and see the assistant manager)
Me: Hey Richard, you guys keep the copies of XP back here too?
Richard: Nope out on the wall
Me: No, seriously
Richard: Yeah, the level of theft here isn't like it is at smaller stores
Me: ok cool, thanks
(I go get it off the wall)
Me: Here you go... upgrade
Guy: Pefect
he pays for it, and all's well and good right?
2 days later the guy comes back
Guy: YOU were waiting on me the other day, do you remember me?
Me: I see alot of people, what was I helping you with?
Guy: You sold me this copy of XP
Me: Ok yeah, I remember, what's wrong?
Guy: It's the UPGRADE
Me: Yeah I know, all we sell is the upgrade, that's what you wanted
Guy: No I wanted the full version
Me: I told you several times it's the upgrade, asked you if that's what you wanted, you said yes, so I sold you the upgrade, I told you it's all we sell.
Guy: NO you didn't, what are you going to do about it?
Me: Well there's nothing I can do
Guy: You didn't tell me it was the upgrade
Me: Yes I did
Guy: Is the manager working?
Me: yep he's out back let me get him for you
(I go out back, and see that the manager is out having a smoke, so I get him)
Me: Hey, sorry to bother you
Manager: No problem, what's up
I explain to him what's going on
Manager: Well we can't return open software
Me: Yeah I know I told him that, and he wants to speak to you
Manager: Well I've got alot of paper work to do, just tell him it's against international law to return open software, if he still persists come get me
Me: Alright (I go out)
sorry man, I can't return open software, it's against company policy, and it's against international law
Guy: No this is stupid, you should do something for me, and exchange or something as this isn't a mistaken I made
Me: There's nothign I can do for you
Guy: I WANT to speak to your manager, GET HIM NOW
Me: Alright
(I go out back)
He wants to talk to you
Manager: *sigh* why is it when a sales associate refers to a manager and they go back, they're obviously telling you what the manager told them, why ask to speak to the manager, think things are gonna change from the back room to the counter... Let's see if the security tape is running, that him? this is gonna be fun *rolls eyes*
Hey, Jon tells me you're having a problem with your copy of XP?
Guy: Yeah, HE sold me the upgrade when I wanted the full version
Manager: well we don't sell the full version, and Jon here assures me he told you it was the upgrade, he's been with the company for a while now (3 years at that point, first week at that location) so it's not like he'd made the mistake. It even says on your reciept upgrade right here, and it's on the box in bold white letters right there
Guy: I didn't look at the reciept or the box, I took his word that it was the full copy
Manager: well you're not going to get a full copy of XP for $150
Guy: Yeah, I could have got it for that before, but a friend of mine said he's get it for me for free, so I didn't get it then. Turns out he couldn't, so I came here to buy it.
Manager: No, the full version runs about $800, we used to carry it, now we only carry the upgrade, you won't find the full version for $150.
Guy: Listen, can't you just take it back?
Manager: No it's against the law for me to do that, I can't take back open software, it's illegal
Guy: Can't you do it just this once?
Manager: So you want me to break the law?
Guy: well a store credit then?
Manager: So you want me to break the law?
Guy: what about an exchange?
Manager: So you want me to break the law?
Guy: Just take it back!
Manager: So you want me to break the law?
Guy: THIS IS RIDICULOUS!
(Guy storms out)
Manager turns to me: Hmmmm, I especially liked the part where he said that his buddy was gonna get him a pirated copy, but wouldn't, and then he asked me to break the law.
The moral of the story: The more you yell, scream, and ask the employee to engage in illegal activities, the better the odds of you getting your way in customer service
*edit after I realized that people reading this board (any Radio Shack managers) would know who my boss was, not that there's anything wrong here, but that's not the point, don't want to use his name without him knowing in a forum like this.