Talking Until They’re Blu In The Face, Part 2
(It is five or six years after the introduction of Blu-Rays. I get a phone call.)
Caller: “Your DVD doesn’t work!”
Me: *following an instinct, I assume she’s trying to play a Blu-Ray in a DVD player* “Ma’am, does the case of the disc have a Blu-Ray symbol on it?”
Caller: “What is Blu-Ray?”
Me: “Could you tell me if there is a large blue symbol at the very top of the case?”
Caller: “Yes… What’s this got to do with anything?”
Me: “Do you have a Blu-Ray player? Or just an ordinary DVD player?”
Caller: “We have DVD! This isn’t working. Will you replace it?”
(I take a deep breath and try to explain that we don’t do replacements for customer mistakes. Eventually, with a line forming, I tell her if she brings it in today, I’ll do a swap just this once. A few hours later, she comes in.)
Caller: “This one doesn’t work.” *hands me the Blu-Ray* “And we didn’t get a chance to watch this one; we want a replacement.” *hands me a DVD*
(Since I was already bending a rule for her for the Blu-Ray, I was not about to bend another for the DVD. It took me 20 minutes to explain that, too.)
Related:
Question of the Week
Have you ever served a bad customer who got what they deserved?
