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An Unwarranted Reaction

, , , | Right | January 26, 2020

(I work in the technology department in my store selling and repairing computers. All the computers we sell come with some kind of manufacturer warranty, usually for one year, but we also sell extended warranties for what the manufacturer doesn’t cover, and we have a 30-day return policy. One day, a lady comes in with a laptop she bought.)

Customer: “I bought this laptop from you guys eight months ago and now the screen isn’t working. It’s still under the warranty.”

(I put the laptop on the counter and start diagnosing it.)

Me: *after checking it out* “Yes, it does look like this would be covered by the manufacturer, so they should be to either repair it or get you a new one.”

Customer: “Good, now do you have this in stock to exchange?”

Me: “Uh, we do, but you’d have to go through the manufacturer to use your warranty.”

(Suddenly, her mood turns sour.)

Customer: “What do you mean? I bought it here and the price tag said it came with a warranty! You should take care of this here! Do you not stand by your products?!” 

Me: “Well, the price tag says it comes with a manufacturer’s warranty, meaning the manufacturer will repair any defects or such. [Store] can only cover the repair or replacement if you got our protection plan or if it’s within our return policy which is 30 days. We can sometimes stretch this out to 90 days, but eight months is too far out, I’m afraid.”

Customer: “Are you telling me this laptop is just junk now? How could you advertise a warranty and not back up your products?!”

Me: ” I’m not saying that; I’m just trying to explain the laptop came with a manufacturer’s warranty that has to be done through the manufacturer. The manufacturer would repair your laptop and send it back good as new. You would just have to give them a call and they would take care of everything for you. “

Customer: “This is outrageous! I will never shop here again and will buy my computers somewhere else from now on!”

(She then left in a huff while I was standing there thinking that wherever she buys her next computer, it’s going to come with the same warranty.)

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