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Jekyll and Hyde
Guy buys a game from us earlier in the day which turns out to not work. He brings it back later in the day wanting his money back but unfortunately has lost his receipt. We cannot do a refund without a receipt. My CW calmly explains this to him...
SC: But I don't have it!
CW: Then I'm sorry but there's nothing we can do.
SC: Fine! *throws game at CW* keep it! I don't care! *stomps off*
...ok then. So I go ahead and re-add the game to our inventory. About an hour later...
SC: Yeah, I found my receipt, I'm sorry about earlier. So can I get my money back.
It was the same guy but now pretty calm. As far as I was concerned, he'd forfeited his right to that game the moment he tossed it at my coworker, but the manager okayed the return so the guy got his money back.
I'm guessing he'd been drinking.
(the SC, not the manager 
)
Wal-Mart almighty
Lady comes wanting to get store credit on a PSP. The PSP is in a Wal-Mart bag and she has no receipt. Unlike Wal-Mart we do not allow returns without a receipt. My coworker explains this to her...
SC: You can't scan it and tell me if I bought it here?
CW: No ma'am.
SC: Cause I know over at Wal-Mart they can scan something and tell you where you bought it at.
(ok wait stop...
....of all the "but Wal-Mart can do it" things I've heard of this has to top the list. This woman thinks Wal-Mart can scan ANY PRODUCT and tell you where it was purchased. I had to fight so hard to not burst out laughing when she said it)
CW: Uh I don't think Wal-Mart can do that ma'am and I KNOW we can't. If you don't have a receipt we can't help you.
SC: I'm pretty sure it was bought here, I just want store credit.
CW: We still can't do it ma'am. "Pretty sure" is not "certain" and the only way to be certain is to have a receipt.
SC: I can't believe you won't do this for me! Can I speak to a manager.
CW: Well I am the senior employee right now but I can call my superiors.
SC: Please do.
[a few minutes pass]
CW: Well I was unable to get ahold of anyone above me so for the time being we can't take the return, if you still want to speak to the manager you will have to come back when he's working.
SC: I don't understand, Wal-Mart would take it back.
CW: Maybe so, but we aren't wal-mart and there's nothing I can do.
SC: This is terrible service *slinks off*
Phone SC
SC: Yeah I bought an Xbox 360 controller three months ago and it stopped working today. I have an extended warranty, can I get a refund?
Me: No, the warranty is for defective replacements only.
SC: So I can't get a refund?
(What did I JUST SAY?!)
Me: No sir, not if it's been three months.
SC: So what did I buy a damned warranty for?
Me: The warranty allows you to exchange defective merchandise for the same product beyond our normal 30 day window.
SC: So...no refund?
Me:(GRRRR....) No...NO refund. Exchange only.
SC: Crap, ok then. *click*
Why oh why do SCs think the warranty is a condition free extension of a standard return policy??
Phone SC 2
Me: (opening spiel)
SC: Finally! Why does it take you so long to answer your damned phone?!
Me: I'm the only one working at the moment and I have a line ma'am, the phone has not been my priority.
SC: Well you shouldn't make it a priority. How do you expect to get any business if you don't answer your phone??
(well seeing as how the store is slammed right now, I expect to do just fine.
)
Me: What can I do for you ma'am?
SC: I need to ask you some questions about the Xbox 360
Me: I'm sorry ma'am I really don't have time to answer questions right now but if you come in I can help you with whatever you need.
SC: What's the point of answering my call if you are too busy to give me information?
Me: To be honest ma'am it had been ringing and ringing so I picked it up to see what the call was about. A quick question I could answer, but I do not have time to answer multiple questions about the 360.
SC: So you're telling me I just wasted my time calling you?
Me: I'm telling you I am too busy to answer your questions on the phone right now, I have a line seven deep, but if you come down here I will help you to the best of my ability.
SC: Whatever, forget about it. *click*
I'm a game store clerk, not tech support
Let me preface this by saying that I do know some basic things about setting up video game systems, I can tell you how to sync controllers to your console and hook a system up to a regular TV, but there's a lot I just can't do for you.
SC: Yeah I need some help with my Rock Band set up.
Me: Ok...
SC: (proceeds to explain in a lot of detail what he's trying to do and unfortunately he's trying to hook up a lot of different controllers and components together)
Me: Unfortunately sir without actually being in your living room I can't give you much advice. You say "Your surround sound system" but in order to help you with that I'd have to see what brand it is and how it is connected to your receiver and whatnot.
SC: So you don't have a clue what I need?
Me: Not really sir, I'm sorry.
SC: Well what do they pay you for then? *stomps off*
Well they pay me to sell games and consoles, not to be an installation tech.
Alternately I get something like this over the phone:
SC: Yeah I need you to tell me why my PS3 isn't working!
Me: Well what's the problem?
SC: I have sound but no picture, why don't I have a picture?
Me: Ok are you using regular AV or component cables or HDMI cables?
SC: I'm using cables that hook up to the back of the TV!
Me: (Wow...just wow)) What do they look like?
SC: They're black!
Me:(grr...) Ok what's on the end of the cable?
SC: Uhh, some kind of connector...wait I think I got....aw damn it still don't work!
Me: Unless you can give me more details I can't really help you sir.
SC: But aren't you guys supposed to be experts on this?
Me: Well somewhat, but I don't know enough about what you are doing to be of much help.
SC: Aw crap, I'm hafta have someone call u back then who can explain this better or something. *click*
I like my work...I really do.
Guy buys a game from us earlier in the day which turns out to not work. He brings it back later in the day wanting his money back but unfortunately has lost his receipt. We cannot do a refund without a receipt. My CW calmly explains this to him...
SC: But I don't have it!
CW: Then I'm sorry but there's nothing we can do.
SC: Fine! *throws game at CW* keep it! I don't care! *stomps off*
...ok then. So I go ahead and re-add the game to our inventory. About an hour later...
SC: Yeah, I found my receipt, I'm sorry about earlier. So can I get my money back.
It was the same guy but now pretty calm. As far as I was concerned, he'd forfeited his right to that game the moment he tossed it at my coworker, but the manager okayed the return so the guy got his money back.
I'm guessing he'd been drinking.
(the SC, not the manager )Wal-Mart almighty
Lady comes wanting to get store credit on a PSP. The PSP is in a Wal-Mart bag and she has no receipt. Unlike Wal-Mart we do not allow returns without a receipt. My coworker explains this to her...
SC: You can't scan it and tell me if I bought it here?
CW: No ma'am.
SC: Cause I know over at Wal-Mart they can scan something and tell you where you bought it at.
(ok wait stop...
....of all the "but Wal-Mart can do it" things I've heard of this has to top the list. This woman thinks Wal-Mart can scan ANY PRODUCT and tell you where it was purchased. I had to fight so hard to not burst out laughing when she said it)CW: Uh I don't think Wal-Mart can do that ma'am and I KNOW we can't. If you don't have a receipt we can't help you.
SC: I'm pretty sure it was bought here, I just want store credit.
CW: We still can't do it ma'am. "Pretty sure" is not "certain" and the only way to be certain is to have a receipt.
SC: I can't believe you won't do this for me! Can I speak to a manager.
CW: Well I am the senior employee right now but I can call my superiors.
SC: Please do.
[a few minutes pass]
CW: Well I was unable to get ahold of anyone above me so for the time being we can't take the return, if you still want to speak to the manager you will have to come back when he's working.
SC: I don't understand, Wal-Mart would take it back.
CW: Maybe so, but we aren't wal-mart and there's nothing I can do.
SC: This is terrible service *slinks off*
Phone SC
SC: Yeah I bought an Xbox 360 controller three months ago and it stopped working today. I have an extended warranty, can I get a refund?
Me: No, the warranty is for defective replacements only.
SC: So I can't get a refund?
(What did I JUST SAY?!)
Me: No sir, not if it's been three months.
SC: So what did I buy a damned warranty for?
Me: The warranty allows you to exchange defective merchandise for the same product beyond our normal 30 day window.
SC: So...no refund?
Me:(GRRRR....) No...NO refund. Exchange only.
SC: Crap, ok then. *click*
Why oh why do SCs think the warranty is a condition free extension of a standard return policy??
Phone SC 2
Me: (opening spiel)
SC: Finally! Why does it take you so long to answer your damned phone?!
Me: I'm the only one working at the moment and I have a line ma'am, the phone has not been my priority.
SC: Well you shouldn't make it a priority. How do you expect to get any business if you don't answer your phone??
(well seeing as how the store is slammed right now, I expect to do just fine.
)Me: What can I do for you ma'am?
SC: I need to ask you some questions about the Xbox 360
Me: I'm sorry ma'am I really don't have time to answer questions right now but if you come in I can help you with whatever you need.
SC: What's the point of answering my call if you are too busy to give me information?
Me: To be honest ma'am it had been ringing and ringing so I picked it up to see what the call was about. A quick question I could answer, but I do not have time to answer multiple questions about the 360.
SC: So you're telling me I just wasted my time calling you?
Me: I'm telling you I am too busy to answer your questions on the phone right now, I have a line seven deep, but if you come down here I will help you to the best of my ability.
SC: Whatever, forget about it. *click*
I'm a game store clerk, not tech support
Let me preface this by saying that I do know some basic things about setting up video game systems, I can tell you how to sync controllers to your console and hook a system up to a regular TV, but there's a lot I just can't do for you.
SC: Yeah I need some help with my Rock Band set up.
Me: Ok...
SC: (proceeds to explain in a lot of detail what he's trying to do and unfortunately he's trying to hook up a lot of different controllers and components together)
Me: Unfortunately sir without actually being in your living room I can't give you much advice. You say "Your surround sound system" but in order to help you with that I'd have to see what brand it is and how it is connected to your receiver and whatnot.
SC: So you don't have a clue what I need?
Me: Not really sir, I'm sorry.
SC: Well what do they pay you for then? *stomps off*
Well they pay me to sell games and consoles, not to be an installation tech.
Alternately I get something like this over the phone:
SC: Yeah I need you to tell me why my PS3 isn't working!
Me: Well what's the problem?
SC: I have sound but no picture, why don't I have a picture?
Me: Ok are you using regular AV or component cables or HDMI cables?
SC: I'm using cables that hook up to the back of the TV!
Me: (Wow...just wow)) What do they look like?
SC: They're black!
Me:(grr...) Ok what's on the end of the cable?
SC: Uhh, some kind of connector...wait I think I got....aw damn it still don't work!
Me: Unless you can give me more details I can't really help you sir.
SC: But aren't you guys supposed to be experts on this?
Me: Well somewhat, but I don't know enough about what you are doing to be of much help.
SC: Aw crap, I'm hafta have someone call u back then who can explain this better or something. *click*
I like my work...I really do.
"You'd feel a Hell of a lot better if you'd just rip into the occasional customer." 
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