One of my jobs is in the accessories area at a major department store, and it's rare that I encounter an SC. This afternoon, unfortunately, was one of those times. A woman had bought an Anne Klein watch from my store (or so she said), the clasp had started coming loose, so she was a bit frustrated and had brought it in to be fixed. she approached one of my co-workers about it, but "Sherry" was filling in from the handbag area, so she wasn't able to help the customer and passed her on to me.
Problem was, we do not do watch repairs at the store - the customer would have to either send it in to the address in the warranty booklet, or take it to a jewelry-repair place in the mall. This woman didn't want to do either of those things, she was insistant that I personally do the needed repairs because since she had bought it in my area, apparently I was responsible for the "faulty product". I took the watch over to the fine jewelry area (because they have more experience with watches, the associate whom I spoke to told the SC the same thing, and finally the SC said she'd come back with her receipt and exchange the watch, and stomped off.
Now, I could understand this woman being frustrated because the watch was loose at the clasp, and I think she felt like we all were just passing her around instead of helping her, but it was rather bitchy to act like I was personally responsible for the situation when I hadn't even sold her the watch in the first place.
Problem was, we do not do watch repairs at the store - the customer would have to either send it in to the address in the warranty booklet, or take it to a jewelry-repair place in the mall. This woman didn't want to do either of those things, she was insistant that I personally do the needed repairs because since she had bought it in my area, apparently I was responsible for the "faulty product". I took the watch over to the fine jewelry area (because they have more experience with watches, the associate whom I spoke to told the SC the same thing, and finally the SC said she'd come back with her receipt and exchange the watch, and stomped off.
Now, I could understand this woman being frustrated because the watch was loose at the clasp, and I think she felt like we all were just passing her around instead of helping her, but it was rather bitchy to act like I was personally responsible for the situation when I hadn't even sold her the watch in the first place.
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