Doesn’t Understand The Custom Part Of Customer, Part 9

(I work in customer service in an office. Most of my client interactions are over e-mail.)

Client: “Can you find the instructions for [item]?”

Me: “Certainly, sir.”

Client: *before I e-mail him the instructions* “I think the [item] is broken now. I didn’t buy it from you, but can’t you replace it anyway?”

Me: “No. That’s not the way this works.”