I work in a bathroom showroom. We sell all the major faucet brands and from a few obscure ones as well. I had a customer come in with a handheld shower head from a very major brand, but it was quite old. This happened a week ago.
Customer: “I need to get a warranty on this shower head. It doesn’t change settings anymore.”
Me: “Warranties are handled by the -Faucet Company-. By the design and color, that handheld is probably around 10 or so years old. They won’t be able to replace it with that exact one. I can give you some contact information for them if you would like.”
Customer: “What do you mean? Just replace it for me.”
Me: “I’m afraid I can’t do that. This store wasn’t open when that style was around, so it isn’t from here, and -Faucet Company- handles their own warranties. I can sell you a new one, if you would like to see what we have on display.”
Customer: “It’s a warranty. I’m not buying anything when I have a warranty. I expect you to honor it. What are you going to do for me?”
Me: “I can give you contact information to the manufacturer so you can get a warranty, or I can sell you a new shower head.”
Customer: “So, you won’t honor my warranty?”
Me: “Sir, this store wasn’t open when that shower head was sold. It is under manufacturer warranty through -faucet brand-, but we are -store name. -Faucet company- will honor the warranty with the closest matching shower head they have.”
Customer: -pointing to the wall where that brand is on display- “I can see this brand right there. I expect to have my warranty taken care of.”
This goes around in circle for about 10 more minutes. Finally, I convince him to leave with the contact information and the part number I managed to find. Today, the same customer comes back in, a week after the original discussion. He’s carrying the old shower head and a new one.
Customer: “This isn’t right! They sent me a showerhead, but the color is different and it only has two settings instead of three!”
Me: “Your design was discontinued, so they sent the closest match they still carry, which would be this one. The color is slightly off “-it is shinier now than it was before, but the colors are pretty close- “because of how they apply the color now.”
Customer: “What are you going to do about it?”
Me: “I’m not sure what you mean. They honored their warranty with their closest matching shower head.”
Customer: “My warranty was not honored. These are not the same.”
Me: “Sir, your shower head was discontinued ten years ago. They don’t keep replacements around that long. They replaced it with the closest match they have.”
Customer: “I have a lifetime warranty. I expect good customer service!”
Me: “Sir, a lot of companies wouldn’t send a showerhead out for free ten years after a product was discontinued. They have done all they can do. I can sell you a new one, but the closest match is what you have now, and the color is still going to a little different. If you want three settings, I can sell you one for $xx.xx.”
Customer: “No! I’m not paying when I have a warranty.”
Me: “-Faucet Company- honored your warranty. You are in -Store Name-, which just carries that brand. If you want to get something from me, you are going to have to pay for it.”
Customer: “This is fraud!”
Me: “Again, that shower head has a warranty under -Faucet Company.- This is not -Faucet Company.- This is a retail store who carries them. We don’t make the faucet. We don’t honor their warranty. We just sell what they give us. That is all. If you have a problem with the replacement, call -Faucet Company.- If you aren’t going to buy anything from us, please leave.”
He threw a fit for a while longer, and finally, blissfully, left.
