So my phone rings at work yesterday and I get talking to this lady...
Me: Thank you for calling <games store, CC speaking, how may I help you?
SC: I bought a used Wii from you a few days ago and this thing didn't come with a manual, how can you sell a product without a manual?
Me: Well our used products don't typically come with manuals.
SC: That's ridiculous, how am I supposed to figure this thing out without a manual??
(um, maybe fiddle around with the buttons and see what does what? Just a thought).
Me: We don't keep any extra manuals around, I'm not sure what to do for you.
SC: This is unbelievable, I worked retail for 20 years selling appliances and I know you should NEVER sell something without a manual, it's unconscionable! I spent over $200 on this and you need to accommodate me here.
Me: Like I said, we don't have any extra manuals.
SC: Well then what you should do is break a manual out and go down to Kinko's or whatever and make copies so you can give them out to every customer who buys one of these things.
Me: I'm the only one on duty right now, I can't leave the store. However you could call one of our other stores in the area and see if they have a manual.
SC: No, that's ridiculous. I'm the one who is inconvenienced here by not having a manual, it should not be MY job to call other stores to track one down. YOU should call other stores and locate one for me. You know I don't understand how you treat your customers this way, it's just so ridiculous to sell something without a manual. I worked in retail for 20 years and I would never think of selling something without a manual. You just don't do that.
Me: I suppose I can make a few calls and see if I can find one for you.
SC: Thank you, but I'm still rather upset that I have to go such lengths to get something that should have been included with my purchase. You should tell your manager to get copies of those manuals made ASAP so this doesn't happen to other customers. It should be common courtesy to include the manual with the purchase.
Me: As I said earlier ma'am, we don't typically include manuals with used consoles unless we happen to have an extra handy.
SC: That's really not a customer friendly policy. Be sure to take this up with your manager.
Me: Will do ma'am, I will call you to let you know if I find a manual for you.
SC: Thank you. *click*
It took me 5 calls, but I finally located an extra manual and arranged to have it brought to our store. I've been a gamer for a long time and I've become accustomed to the fact that some things inevitable will not have manuals. If this lady had worked retail for as long as she claimed, she should have known the same thing. It's a Wii, not some fancy super computer.
Me: Thank you for calling <games store, CC speaking, how may I help you?
SC: I bought a used Wii from you a few days ago and this thing didn't come with a manual, how can you sell a product without a manual?
Me: Well our used products don't typically come with manuals.
SC: That's ridiculous, how am I supposed to figure this thing out without a manual??
(um, maybe fiddle around with the buttons and see what does what? Just a thought).
Me: We don't keep any extra manuals around, I'm not sure what to do for you.
SC: This is unbelievable, I worked retail for 20 years selling appliances and I know you should NEVER sell something without a manual, it's unconscionable! I spent over $200 on this and you need to accommodate me here.
Me: Like I said, we don't have any extra manuals.
SC: Well then what you should do is break a manual out and go down to Kinko's or whatever and make copies so you can give them out to every customer who buys one of these things.
Me: I'm the only one on duty right now, I can't leave the store. However you could call one of our other stores in the area and see if they have a manual.
SC: No, that's ridiculous. I'm the one who is inconvenienced here by not having a manual, it should not be MY job to call other stores to track one down. YOU should call other stores and locate one for me. You know I don't understand how you treat your customers this way, it's just so ridiculous to sell something without a manual. I worked in retail for 20 years and I would never think of selling something without a manual. You just don't do that.
Me: I suppose I can make a few calls and see if I can find one for you.
SC: Thank you, but I'm still rather upset that I have to go such lengths to get something that should have been included with my purchase. You should tell your manager to get copies of those manuals made ASAP so this doesn't happen to other customers. It should be common courtesy to include the manual with the purchase.
Me: As I said earlier ma'am, we don't typically include manuals with used consoles unless we happen to have an extra handy.
SC: That's really not a customer friendly policy. Be sure to take this up with your manager.
Me: Will do ma'am, I will call you to let you know if I find a manual for you.
SC: Thank you. *click*
It took me 5 calls, but I finally located an extra manual and arranged to have it brought to our store. I've been a gamer for a long time and I've become accustomed to the fact that some things inevitable will not have manuals. If this lady had worked retail for as long as she claimed, she should have known the same thing. It's a Wii, not some fancy super computer.
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