Sometimes, Free Just Ain’t Enough
(Many years ago, in an electronics store far, far away…)
Woman: “I just bought this computer and I can’t connect to Prodigy.”
(eMachine had offered a $400 rebate for users who signed up for a year of Prodigy ISP, but the modems in their PCs wouldn’t work with Prodigy. Doh!)
Me: “Yes, there’s a problem with some of the eMachines not working with Prodigy. I’ll put a new modem in for you and it will work. You can come back in about an hour to pick it up.”
Woman: “I don’t want you to do that!”
Me: “Uh… what?”
Woman: “I don’t see why I have to get this fixed!”
Me: “Unfortunately, your computer has a faulty modem, and the problem was found after it left the factory. However, I can replace your broken modem with a brand new one for free, and that will take care of the problem.”
Woman: “But I don’t want you messing around in my computer!”
Me: “This is my job–I install computer components all day.”
Woman: “Well, I don’t want you messing around in there breaking things!”
Me: “Replacing a modem is not that complicated. It’s like putting a new tire on a car.”
Woman: “But if I just bought a new car, I shouldn’t need to have the tires changed in order to get it to work!”
Me: “Yes, I understand that. I apologize about the faulty modem, and I’m offering to fix it for free.”
Woman: “Well, I changed my mind. I don’t want that! Just cancel my Prodigy subscription.”
Me: “…so you’d want to keep the broken modem?”
Woman: “Yes, I want to keep it. Cancel my Prodigy subscription.”
Me: “Ok, you got a $400 rebate for signing up for a year’s worth of Prodigy. If you cancel it, you’ll owe us $400.”
Woman: *yelling* “WHAAAATTTTT? I’M NOT PAYING EXTRA MONEY FOR A BROKEN MODEM! I SHOULDN’T HAVE TO PAY MORE MONEY! YOU’RE JUST TRYING TO RIP ME OFF!”
Me: “You got $400 off of your computer because you signed up for a year of Prodigy. If you cancel, then you have to pay the full price! How can you not see that?”
Woman: “THIS IS B*LLSH*T! YOU’RE TRYING TO STEAL FROM ME! I WANT TO SPEAK TO YOUR MANAGER!”
(We got her security instead.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
