Replacing One Clause With Another
(I’m talking to a caller about warranty issues for their kitchen appliance.)
Me: “Unfortunately, sir, that serial number tells me that your appliance is out of warranty. Do you happen to have a sales receipt or other proof of purchase showing it was purchased during the warranty period?”
Caller: “No, it was a gift. I just got it for Christmas.”
Me: “I am sorry to hear that, sir. Is there any way you would be able to get the receipt from the person who got it for you? Or even a bank or credit card statement showing the date of purchase?”
Caller: “But it was a gift!”
Me: “I understand, sir, but without a proof of purchase, there’s nothing I can do under warranty. Are you positive you can’t check with the gift-giver and see if you can get something showing the date of purchase?”
Caller: “It was from Santa!”
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Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
