Hatefully Apologetic

, , , , | Right | November 2, 2018

(It’s near the end of the night when we close photo lab, but our main printer has been down for the day. A tech came in to look at it and it may be a motherboard issue. Which can’t be repaired until tomorrow when he will have parts for it. To top it off, our backup printer ran out of paper because we had so many large photo orders — we had 3 rolls of paper, since it’s an “in case of emergency” printer, and that’s only 300 pictures a roll. So, we had to close the lab. My coworker is in the middle of calling customers to inform them of the situation and that we’d be happy to cancel their orders or call them when they’re printed, when this happens:)

Customer: “Hi, I’m here to pick up photos for [Name].”

(I go to check to see if it was one of the orders that we couldn’t finish tonight, and it was.)

Me: “I’m so sorry, sir, but our main printer has been down today and won’t be fixed until tomorrow, and our backup printer is out of paper. Hopefully we’ll have your pictures ready by tomorrow, when the printer is fixed. I’m so sorry.”

Customer: “So, what you’re saying is that [store] doesn’t care about me?”

Me: “No, of course not. Unfortunately, there’s nothing I can do until the printer is fixed.”

Customer: “So your manager is okay with this horrible customer service?”

Me: “No. Again, I’m really really sorry.”

Customer: “No! I need you to tell me in those exact words that [Store] hates me and your manager hates me!

Me: “Sir, I’m really really sorry, I wish there was something I could do to fix it, but until the tech comes back in tomorrow, we can’t do any more photos tonight.”

Customer: “No! You need to compensate me for this terrible service and Inconvenience of having to come all the way here to only end up empty handed!”

Me: “The service desk would be happy to help! I’m sure they can give you a gift card for your trouble.”

(He left and I called the desk to let them know to have something ready for them. My coworker apologized to me for having to deal with him. I wished them luck.)

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The Smaller The Screen, The Bigger The Problems

, , , , , | Right | October 16, 2018

(It’s nine pm when a man comes up to the photo lab counter. I ask him if he needs help and he does. I walk him over to a kiosk and start showing him how to work it.)

Me: “All your sizes for photos are at the top; currently we’re on the 4×6 size. Also, each photo that you select will have to be cropped to a 4×6. If you don’t do it now, it’ll have you do it before you checkout. It’ll be a lot smaller, though, so it’s easier to do it right when you click on the photo that you want.”

Customer #1: “Wait! I have to crop every photo?!”

Me: “Unfortunately, yes, or else it won’t let you check out. Each photo has to be cropped to the size print you want it to be.”

Customer #1: “That’s f****** ridiculous! Can’t I just send it to you guys through my email and have you do it?!”

Me: “I’m sorry, we can’t do that.”

(He slams in his chair and leaves, taking the phone cord we lend to customers to use at our kiosks with him. Then a woman sitting at another kiosk calls me over.)

Customer #2: “Ugh. The computer is all messed up!”

(Somehow the checkout page is now only an inch large, and I have no idea how she did this. I try everything I can to fix it, but nothing works.)

Me: “I’m sorry, I think the computer is broken. Perhaps we could work with another one?”

Customer #2: “Ugh. Whatever.”

(She then moves to the next kiosk over. Then the man next to me asks for help.)

Customer #3: “So, would a DVD be done before you close?”

Me: “We close at 9:30, so I would think so!”

Customer #3: “Also, it never asked for my name; how would you know it’s my order?”

Me: “It should have asked for your name when you checked out. If it didn’t, then the order wasn’t placed.”

(This happens everyday; a customer hits a wrong button when they’re done and instead of being sent to checkout, they delete their order without knowing it.)

Customer #3: “Can you check?!”

Me: “I’m sorry, I haven’t received your order. Looks like it wasn’t placed.”

Customer #3: “So, what do I do now?!”

Me: “I’m really sorry, but unfortunately if it didn’t ask for your name, then the order wasn’t placed. So, we’re going to have to reorder your DVD.”

(He picks a kiosk and starts scanning his photos. He puts four pictures on the scanner, and one isn’t picking up.)

Customer #3: “What’s going on? It’s not getting one of them.”

Me: “It seems to work better when you do one at a time; I know it takes longer, but a lot of people have more luck with it that way.”

(He then puts two in, and it still only picks up one photo.)

Me: “Yeah… Looks like it’s being stubborn; maybe try one at a time?”


(He then storms out. The woman from before calls me back over.)

Customer #2: “How do I get the underscore?”

Me: “Press shift.”

Customer #2: “Oh. I did control and it made the screen smaller.”

(So, that’s how she messed up the computer!)

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They’re Just Not Getting The Picture

, , , , | Right | September 28, 2018

Customer: “Hi, I have a photo order for [My Name].”

Me: “Okay!”

(I find her order and scan it. She then quickly puts it in her cart.)

Customer: “All right! Thanks!” *starting to leave*

Me: “Sorry, ma’am, you have to pay for them back here.”

Customer: “What?”

(I point to the sign on the counter that reads, “All photo orders must be paid for at the photo counter.” This is a relatively new rule.)

Customer: “That’s ridiculous! I didn’t have to buy them here last week!”

Me: “I’m sorry, the rule was put into place a month ago. It’s to prevent theft. A lot of people have walked out the door without paying for their photos.”

Customer: “I don’t want to have to swipe my card twice! This is ridiculous!”

Me: “I’m really sorry.” *noticing she picked up prescriptions* “But, it’s the same thing with our pharmacy. When I started working here, you could pay for them at checkout, but because of too much theft, now you have to pay for them at their counter.”

Customer: “But still!”

(This happens everyday. It’s been over three months since they enacted the rule and every single day, someone gets mad at me that they have to buy their photos at our counter.)

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Not A Photo Perfect Finish

, , , , | Right | September 20, 2018

(My coworker and I are behind our counter working on photo orders when a customer comes up to our registers. He’s looking at the mats on our counter which explain the prices of photos. I go over to help.)

Me: “Hi. Anything I can help you with?”

Customer: “Wow! You were quick! I was interested in getting my passport photo done.”

(I’m not sure what the price is, either, since I’m newer to this department, though not new to the store, so I’m searching the mats for the price. Unable to find it, I call my coworker over.)

Me: *to coworker* “Hey, do you know the price of passport photos?”

Coworker: “Hmm, I thought it was $6.00.” *searches the mat* “That’s weird; it’s not on here. They must have left it off when they gave us new ones. Let me scan a UPC… All right, it’s $8.”

Customer: “Did your wages increase when they raised the price? Haha!”

Coworker: “Uh… Not really. Were you interested in getting a passport photo done?”

Customer: “Yep!”

Coworker: “Okay.” *to me* “Let me show you how it’s done!”

(I’ve seen her do this once before, but we don’t get many orders for it, so she shows me the ropes and we print out his photo. Later, he comes back to pick it up.)

Customer: *looking at picture* “I see she chose the one that wasn’t smiling!” *laughs*

Me: “Oh, yeah… All passport photos have to have no facial expression, so it was the most neutral.”

(All of his photos except one had him smiling, despite my coworker asking him to not smile and to be neutral.)

Customer: “I didn’t know that! So, if I don’t like this photo, what do you do?”

Me: “Well, unfortunately, the policy is that we can only fix photos, not return them. So if there’s any issues with your print, we will redo them for you!”

Customer: “Okay! No problem!”

(He leaves. Then an hour later, I get a call from the customer service desk:)

Me: “Hello, electronics, what can I do for you?”

Coworker #2: “Hey! There’s a man here who got his passport photo taken and he wants to return it. I know we can’t; I just want to know what to do.”

Me: “Why does he want to return it?”

Coworker #2: *to customer… I can hear him in the background* “So what was wrong with the photo?”

Customer: “Yeah, I’m not wearing the right color shirt, my face looks weird, and my hair isn’t right.”

Me: *to coworker* “We can fix it for him; just let him know he can come in anytime to get it redone.”

Coworker #2: “Okay, no problem!”

(He ended up coming in the next day and tried to take both home with him, instead of giving me the bad one back.)

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The Perfect Picture Of Entitlement

, , , , | Right | July 27, 2018

(I work in a department store’s photo lab. Our main printer is down again, and we’re on our backup, which is three times slower.)

Customer: “I want to know how long it will take to get my pictures.”

(I’m up at our computer, which displays our orders. Hers is taking a while to go through.)

Me: “Looks like your order hasn’t shown up yet; how many pictures did you have?”

Customer: “About 30 or so.”

Me: “Okay, the order I have up before yours is 200; I will pause that order and let yours go through.”

Customer: “I have to wait until their order is done?!”

Manager: “She said she’d put your order through first. That way, you won’t have to wait so long.”

Customer: “Why does this always happen to me?! You guys are always on backup!”

Me: “Ma’am, your pictures should be done in twenty minutes, max. I’m putting your order on top priority.”

(I almost felt bad putting hers before the other order. Those customers came back in for their photos and ended up having to still wait because they weren’t done printing. They were super polite about it, too.)

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