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    Can’t Help Those Who Won’t Help Themselves

    | CA, USA | At The Checkout, Bad Behavior, Technology

    (The entire network for my store and the stores in my district have gone down, preventing us from looking up customer accounts and values for electronic devices. A customer comes in to have an estimate for selling an iPhone.)

    Customer: “How much can I get for this?”

    Coworker: “Our system is down right now, so unfortunately we cannot look it up.”

    Customer: “You can’t even try?”

    Coworker: “Well, let’s give it a shot.”

    (My coworker starts loading the screen, and the system only loads about halfway before failing.)

    Coworker: “Since it’s still not working, I can give you the number of another store that does have their system functioning so they can give you an estimate.”

    Customer: “So you mean I have to call them, and you can’t tell me here?”

    Coworker: “We cannot.”

    Customer: “Why not?”

    (I have just clocked off, but decide to interject to help explain the situation.)

    Me: “Our system is down, preventing us from looking up the estimate. However, this store can give you an estimate. Additionally, you can go onto our store website and find an estimate there.”

    Customer: “So you’re telling me you can’t help me?”

    Me: “Through our system we cannot, but I have provided you two alternatives to help you out.”

    Customer: *starts leaving* “Dumb-a** b****, won’t even help me out and look it up for me.”

    Another Customer: “Their system is down lady! Gosh, what is her problem?”