Yes, sue me. Specifically me. Not the company, me. It was hard not to laugh.
Little back story. Lady called, had recieved item as a gift. It is a pet cot, and it has a damaged corner piece. The frame has a lifetime warranty. We replace the piece and or the frame, and we all go on happy to the end of our days, or the next phone call. Whichever comes first.
Yeah, not on our watch apparently. The following happens due to relativley stupid corporate policy. It makes sense in some respect, but is still a pain in my ass. To cash in on your warranty, you need to have the original order information. Meaning you either go through the people you bought the cot from, or get the info from the person who gifted it to you. Irksome step, I know, but without that info our hands are tied. Apparently it was asking to much of this lady, as she escalated from one of my reps today over this very issue.
Me - Head cheese.
SC - Ms. "I'm gonna sue you"
Me: Alright, SC. I just got off with my warehouse. They cannot send out a replacement part without the original order information, as they will get in trouble with corporate. As senseless as this sounds, you do need to contact your sister for the order info.
SC: But that doesn't make sense at all. She bought it from ya'll. It has your label on it and everything *reads manufacturer info*
Me: Yes that is indeed out label. But our hands are tied by corporate, you need to get that info from your sister, and have either her call us or you call us back with that.
SC: (Story change. Watch carefully folks) Well she probably got that from one of her customers as a gift. How will she get that info then.
Me: There is nothing we can do without that info. It is the only thing I can offer you at this point.
SC: I'll buy a part then.
Me: I would love to sell you one. But we can't. Corporate policy has my hands tied, my warehouses hands tied, and just about all of our hands are tied here. None of us can do anything for you.
SC: Well if my 20 pound dog gets on this thing and it breaks, she will hurt herself (Note here, this is roughly 3-4 inches off the ground. Unlikely the dog would get hurt) Can I sue you then? Can I sue you Xieg?
Me : *Tired of this bull* There is nothing I can do miss. While it is annoying, it is simple. If you can't cooperate with us, then there is nothing we can do for you.
SC: I'm gonna sue you Xieg! I'm gonna sue you personally.
Me: You can try.
SC: What?
Me: You'll probably get laughed at by any lawyer, but you can try. We are extending an offer to you, that is reasonably simple, and you are not cooperating. A frivolous lawsuit like this might be a fun diversion for a short while. Ofcourse, if that is a legitamate threat, I will need to terminate this call and you will have to have your lawyer contact mine.
SC: ... I want your supervisor, I'm sure you have one.
Now, at this point, when a customer asks for a super's super, policy is to shunt her off to the next available super. Our actual bosses aren't really trained to take care of this kind of thing apparently. So I transfer her over to a supervisor I know does not take crap like this from customers who won't cooperate. She was told unless she was willing to cooperate, she was S.O.L.
What started as stupid corporate policy ended in sucky customer.
Little back story. Lady called, had recieved item as a gift. It is a pet cot, and it has a damaged corner piece. The frame has a lifetime warranty. We replace the piece and or the frame, and we all go on happy to the end of our days, or the next phone call. Whichever comes first.
Yeah, not on our watch apparently. The following happens due to relativley stupid corporate policy. It makes sense in some respect, but is still a pain in my ass. To cash in on your warranty, you need to have the original order information. Meaning you either go through the people you bought the cot from, or get the info from the person who gifted it to you. Irksome step, I know, but without that info our hands are tied. Apparently it was asking to much of this lady, as she escalated from one of my reps today over this very issue.
Me - Head cheese.
SC - Ms. "I'm gonna sue you"
Me: Alright, SC. I just got off with my warehouse. They cannot send out a replacement part without the original order information, as they will get in trouble with corporate. As senseless as this sounds, you do need to contact your sister for the order info.
SC: But that doesn't make sense at all. She bought it from ya'll. It has your label on it and everything *reads manufacturer info*
Me: Yes that is indeed out label. But our hands are tied by corporate, you need to get that info from your sister, and have either her call us or you call us back with that.
SC: (Story change. Watch carefully folks) Well she probably got that from one of her customers as a gift. How will she get that info then.
Me: There is nothing we can do without that info. It is the only thing I can offer you at this point.
SC: I'll buy a part then.
Me: I would love to sell you one. But we can't. Corporate policy has my hands tied, my warehouses hands tied, and just about all of our hands are tied here. None of us can do anything for you.
SC: Well if my 20 pound dog gets on this thing and it breaks, she will hurt herself (Note here, this is roughly 3-4 inches off the ground. Unlikely the dog would get hurt) Can I sue you then? Can I sue you Xieg?
Me : *Tired of this bull* There is nothing I can do miss. While it is annoying, it is simple. If you can't cooperate with us, then there is nothing we can do for you.
SC: I'm gonna sue you Xieg! I'm gonna sue you personally.
Me: You can try.
SC: What?
Me: You'll probably get laughed at by any lawyer, but you can try. We are extending an offer to you, that is reasonably simple, and you are not cooperating. A frivolous lawsuit like this might be a fun diversion for a short while. Ofcourse, if that is a legitamate threat, I will need to terminate this call and you will have to have your lawyer contact mine.
SC: ... I want your supervisor, I'm sure you have one.
Now, at this point, when a customer asks for a super's super, policy is to shunt her off to the next available super. Our actual bosses aren't really trained to take care of this kind of thing apparently. So I transfer her over to a supervisor I know does not take crap like this from customers who won't cooperate. She was told unless she was willing to cooperate, she was S.O.L.
What started as stupid corporate policy ended in sucky customer.
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