Temperatures Are Rising

| Fargo, ND, USA | Right | May 16, 2017

(I was at work and a customer was looking at heaters.)

Me: “Can I help you find anything?”

Customer: “Yeah. Which one of these heaters makes heat that doesn’t rise?”

Me: “I’m pretty sure that’s not possible, so none of them.”

Customer: “What do you mean it’s not possible?”

Me: “I’m pretty sure the laws of nature make heat rise all of the time.”

Customer: “You have an awful product knowledge! I want to talk to a manager!”

The Appliance Of Defiance

| NV, USA | Right | October 19, 2014

(I am 32 years old, and have approximately 16 years of customer service experience in various fields. While working as the appliance manager at a well-known nationwide retailer, I am speaking with a customer about the protection plan we sell as an extra add-on option and he seems to get a little confused as to the products and services we offer.)

Me: “Everything we sell that has a motor is eligible for some form of extra protection agreement that can be purchased separately and works concurrently with the manufacturer’s warranty.”

Customer: “What all does it cover and how much does it cost?”

Me: “Well with fridges it would cover parts and labor for the term of the agreement and if for some reason the unit completely fails, it would cover the value of the unit towards replacing it as well as money for the food that is lost inside the unit. The price of the plan varies based on the model of appliance you buy.”

Customer: “What do you mean, it varies? It should be a flat rate for all units.”

Me: “Well, there’s a higher cost for a fridge with an ice maker and/or water dispenser than there is for a fridge that doesn’t have those features.”

Customer: “Right, so those units should have a cheaper protection plan, right?”

Me: “… um, right.”

Customer: “So what do you mean when you say it would cover the value of the unit towards replacing it?”

Me: “Well if you buy a $2000 fridge and that fridge dies, you would get $2000 towards purchasing a replacement fridge. Then you just come in and select a new unit.”

Customer: “What? Well, that’s absurd.”

Me: “I don’t understand; why is that absurd?”

Customer: “Well, if my iPhone dies then Apple just sends me the newest model available as a replacement and I don’t pay anything!”

Me: “That may be but appliances are quite a bit different from cell phones, especially refrigerators.”

Customer: “That shouldn’t matter; whatever is the newest model should automatically get sent to the customer’s house if the old one dies. That’s what’s called customer service.”

Me: “And what if, in the time you have the fridge, you decide that your next one will be a different style? Or you want a different size? Or you’re remodelling your kitchen and you want a different finish?”

Customer: “Well then they should be able to anticipate customer needs and make a new model that will appeal to everyone.”

Me: “…”

Customer: “Maybe you’re not high enough in the food chain to understand this concept. After you get a little experience in customer service and start making adult purchases, you’ll understand.”

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Can’t Get A Handle On The Handle

| MD, USA | Right | July 15, 2013

(We are an appliance dealer. Our doors are locked as a safety precaution, and we have to buzz people in. A customer is furiously jiggling the door handle. I speak to her through the intercom.)

Me: “Can I help you, ma’am?”

Woman: “OPEN UP!”

Me: “Okay ma’am, wait for the buzzer and pull.”

(The customer continues to jiggle it before and through the buzzer sound, so it doesn’t open.)

Woman: “LET ME IN! WHAT IS THIS?! ARE YOU RACIST IN THERE? YOU DON’T WANT MY KIND IN THERE?!”

(I speak louder over the non-stop jiggling and banging.)

Me: “Ma’am, I’ll buzz you in again. Just please let go, wait for the buzzer, and then pull.”

(The customer continues to jiggle the handle and yell and bang. This repeats two more times.)

Me: “Miss, I don’t mean to be rude, but it’s really not that difficult. Please, just take your hands off the handle, wait for the buzzer, and then pull the handle.”

(The customer continues to jiggle the handle.)

Woman: “WELL F*** THIS! I DON’T NEED THIS! I’M A F****** QUEEN!”

(The customer punches the glass and leaves.)

Me: “Have a nice day, your highness.”

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Shady Dealings Will Pay A High Price

| Israel | Working | October 17, 2012

(I am in an appliance store in Israel. I am a 19-year-old American girl, and the two salesmen are older Russian men. We are all speaking to each other in heavily accented Hebrew, so it is extremely clear that I am an American and they are Russian. I happen to know some Russian as well, but you wouldn’t think so because I seem completely American.)

Me: “How much is this fan?”

Salesman #1: *in Russian* “Should we charge her [normal price]?”

Salesman #2: *in Russian* “No, no. Let’s charge her [very high price].”

(Salesman #1 is now glancing at me unsurely. I continue to smile somewhat expectantly, as if I’m cluelessly still waiting for their final answer.)

Salesman #1: *in Russian* “Umm, what if she understands us?”

Salesman #2: *in Russian* “Nah, she’s just some dumb American girl! We’ll give her [high price]. She doesn’t understand us.”

Me: *in Russian* “I understand.”

(Both salesman looked they were going to melt into the floor. They ended up selling me the fan at a nice cheap price!)

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