A Shredded Argument

(I work the fitting room at a big box store. All incoming calls go to the fitting room first. This call comes in.)

Me: “Thank you for calling [Store]. How may I direct your call?”

Customer: “I bought a paper shredder, but now it’s broken. I bought the warranty. Do I just bring my shredder in with my receipt and warranty paperwork?”

Me: “Actually, ma’am, with the warranty, you have to deal directly with the manufacturer.”

Customer: “But I bought it from you.”

Me: “Yes, and if it’s still within the 90 day return policy, we’ll exchange it for you. If it’s outside of that time frame, you have to go directly to the manufacturer.”

Customer: “That doesn’t seem right. I bought it from you.”

Me: “We just sell them. If it’s outside of the return period, you have to deal directly with the manufacturer.”

Customer: “That doesn’t sound right! I bought it from you!”

Me: “Let me transfer you to the service desk.”