Totally Overwatch
(I work in a call center for a company that sells protection plans online. When it comes to watches, we will repair the watch if it is over a certain price, and if it’s a cheap watch, we only issue a check to reimburse it. Keep in mind we only cover mechanical failures coming from the dial; we don’t cover water damage or drops.)
Me: “Thank you for calling [Company]. My name is [My Name]. How may I assist you?”
Customer: “Hi, I want to file a claim on a watch.”
Me: “No problem. I’ll be glad to help you with that. May I have your information so I may access your file?”
(She gives me her information, and I ask her for the price of her watch.)
Customer: “$3.78.”
Me: *pause* “You’re filing a claim for a $3.78 watch?”
Customer: “Yeah.”
Me: “Okay, what exactly is the issue with the watch?”
Customer: “I wore it in the shower and it stopped working.”
Me: *pause* “Is it waterproof?”
Customer: “No.”
Me: “I’m sorry, miss, but I will have to deny your claim due to accidental damage handling.”
Customer: “Oh, well, this is stupid.” *hangs up*
(Even if we had taken her claim, the shipping label we would have sent to her would have cost more than her watch.)
