Two customers came in with a modem that we sell in a little plastic bag and shoved it in my face saying it wasn't working and they need a new one. They informed me that they bought it one year ago and handed me the receipt. (They purchased it in March of 2009) (It's the end of September 2010)
Here's a little peak at our lovely conversation.
Me: unfortunately the warranty is only one year, so you will have to purchase a new modem for $48 or purchase a power source somewhere like Radio Shack for around $37.
Them: The warranty is up?! I must be able to get a discount because I brought in the modem that isn't working.
Me: unfortunately once the warranty is up you are responsible to purchase a new modem if it breaks.
Them: I don't understand why your company makes me buy my own modem when I'm supposed to have free internet.
Me: that's something to take up with your property manager, however, I do know that they will tell you, you have to buy the equipment to make the internet work. Like you have to buy a computer to get the internet, you also have to buy a modem.
Them: well, the warranty JUST expired, so I think there's a discount.
Me: I assure you there is no discount, and the warranty expired 6 months ago.
Them: When I buy a product I expect it to work for three years!
Me: Those are rather lofty expectations for a product that has a warranty of one year.
Them: So what's wrong with it
Me: The power source is broken, I have heard that Radio Shack has power sources for sale, however I haven't ever been there to check for sure.
Them: So you know for certain the Radio Shack here in town has them?
Me: No, I assume based on what other people have told me that they have them available for $37.
Them: $37?!?! and the whole modem is $41?!
Me: Actually the modem is $48
Them: $48?!?! On this receipt it says $44.
Me: Well, that is what we sold that modem for at that time. We've gotten a new model and raised the prices accordingly.
Them: So if we order a power source online, we can't get internet until we get it?
Me: (in my head) that's usually how it works... You can't use a product that you order until you receive it.
Me: (out loud) no. You can't
They spoke in a language I don't understand for about 5 minutes and then took their modem and left.
I would like to note that I have three modems left... and I'm not expecting a new shipment until Thursday or Friday. So if they come in and I'm out of modems, I'm going to get an ear full. And I'm 100% sure they'll want a discount.
I'm considering letting them know that I'm NOT charging them the annoyance fee that I really should be.
No comments:
Post a Comment