Not A Picture-Perfect Ending

(A customer brings his expensive — $1000 — camera in for repair because he has cracked an aftermarket lens. This was not purchased with the camera and is not covered under his accidental damage warranty.)

Customer: “I need to get this camera replaced. Just give me the money and I will go buy something else.”

Me: “Sir, the lens that has been damaged was not the one that came with it. Therefore, it would not be covered under the damage protection plan.”

Customer: “I paid for the plan and was told that it would cover anything at all that happened to this f****** camera. You are going to give me my money right now or I am going to sue you.”

Me: “Sir. Do you have the original lens that came with the camera?”

Customer: “Yes, it’s in the bag but it’s not damaged. What’s it f****** matter? That’s not the one that’s damaged.”

Me: “If you had damaged that lens we could replace the camera and/or lens for you with no problem. But because you broke something you purchased somewhere else and didn’t purchase a plan, we can’t help you.”

Customer: “So, you’re saying if the camera itself was damaged it would get replaced?” 

Me: “Sure, your plan covers accidental damage. It would be covered. The other lens wouldn’t be, though.”

Customer: “F*** you, you ignorant a**hole!”

(The customer walks out front from the service desk and, in plain view of everyone, he grabs his camera by the strap and swings it onto the ground several times. He walks back into the store.)

Customer: “I seem to have had some accidental damage to my camera. I need to get it and the lens replaced.”

Me: “I just watched you smash that on the concrete. Your contract/warranty is now null and void and I am refusing service to you. Have a wonderful day.”

(The customer left the store swearing up a storm, threw the camera and bag against the front glass, and ran. Two days later, I received a notice from the home office that they had decided to help out the customer: he got his camera replaced as well as the third-party lens. Gotta love out-of-touch upper management!)