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Day before yesterday a couple came in and the guy rented a video game. I checked the game out to them and, as per usual, I checked that the right game was in the case but not the back of the disc. (It's too time consuming to pop out every disc we rent out and check them all.)
Yesterday they came back saying the game didn't work. I checked the back and it was hideously scratched. I explained that normally we only do same title exchange but I did not currently have a copy of that game available and allowed him to pick something different.
When I have a customer come back with a damaged item and I exchange it for them I always check the back of the item they are exchanging for to make sure they won't be back again.
I looked at the back of the disc and declared, "This one is beautiful- it must be a brand new disc!"
Then I showed him and his girlfriend the back of the disc and they agreed that it looked like new.
Fast Forward two hours- they are at my counter AGAIN saying that this disc doesn't work either. I check the back of the disc and SURPRISE! The disc is completely scratched to Hell. The scratches were in loop-de-loops as though someone made a cursive, lower case L all the way around and then random hatch marks everywhere.
Me= Well, you know... me.
SC= Boyfriend of account owner and secondary renter on account.
GF= Account owner. She is a nominal participant even though she's there.
Me: *looking at disc* "It's no wonder it won't play you've scratched it up." *holds up disc for them to see*
SC: "I didn't do that."
Me: "It happened while it was in your possession."
SC: "I didn't do it. I want a different game."
Me: "No, I can't do that."
SC: "WHAT? Why not?!"
Me: "Because you've already had two different discs for the price of one. You've returned both of them severely damaged. Now, I cannot say whether the first disc was damaged while in your possession but this one was and I will not just give you another game after you damaged this one."
SC: "I. Did. Not. Do. It."
Me: "Sir, do you remember when you were in earlier?"
SC: "Yes."
Me: "Then you remember me checking the back of the disc and verifying that it was brand new and then I showed it to you and your girlfriend and you both agreed with me?"
SC: "That's not the point."
Me: "Yes, it is the point."
SC: "Then you have to refund me my rental fee."
Me: "No, I will not refund you anything."
SC: "WHAT?! I paid for a game rental!"
Me: "Yes and you've had two."
SC: "You're robbing me!"
Me: "No, I'm really not."
SC: "Then you HAVE to give me another game or a refund."
Me: "No I don't have to do either. You may feel free to speak the the Store Manager tomorrow."
SC: "I don't have TIME to talk to the Store Manager! I want my money back NOW!"
Me: "You will get nothing from me now but you may feel free to speak to the Store Manager tomorrow."
Now, this entire time he's pacing the other side of the counter like a wild animal in a cage. Ranting, yelling occasionally, throwing his arms around wildly- looking like a crazy person.
This is where it gets really fun (and it's nearly over if you're bored).
SC: "FINE! I'm going to take my rental fee back in trade then!"
Me: *Okay, this is new- WTF?* "Excuse me? What is that supposed to mean?"
SC: *starts grabbing at the candies* "I'll just take enough candy and stuff to cover the rental fee I paid."
GF to SC: *in a tiny little almost inaudible voice* "Don't do this..."
Me: "Sir, anything you remove from those racks and walk out my door with will be charged to your account and you will pay for them before you're allowed to rent again."
SC: "WHAT?! You OWE me- I'll take what I want! It's called CUSTOMER SERVICE which you don't know anything about."
GF to SC: "Please...don't do this..."
Me: "Actually, it's called THEFT and I could call the police. But since it's your girlfriend's account and she's being a bit sensible I'll just charge the account and ensure the balance is paid in full before allowing either of you to rent again."
SC: *SLAMS his keys and fists on the counter* "You HAVE TO GIVE ME SOMETHING!"
His face is RED and he's so mad he's shaking.
Me: "No, I don't but, as I said, you may feel free to speak to the Store Manager tomorrow."
At this point the GF steps in, grabs him and starts pushing/herding him out the door. "Come on we'll talk to the other manager tomorrow, please stop." He argued and yelled at her all the way out the door.
I told my SM about it today and he asked me if I thought the guy would have become phyiscal if she hadn't pushed him out?
My answer:
"Yeah, he probably would and I would have Kicked. His. Ass."
My SM just laughed and said, "Why don't I doubt that?"
Oh, and the SM and DL obviously agree that they get a big old NUTHIN'!
Yesterday they came back saying the game didn't work. I checked the back and it was hideously scratched. I explained that normally we only do same title exchange but I did not currently have a copy of that game available and allowed him to pick something different.
When I have a customer come back with a damaged item and I exchange it for them I always check the back of the item they are exchanging for to make sure they won't be back again.
I looked at the back of the disc and declared, "This one is beautiful- it must be a brand new disc!"
Then I showed him and his girlfriend the back of the disc and they agreed that it looked like new.
Fast Forward two hours- they are at my counter AGAIN saying that this disc doesn't work either. I check the back of the disc and SURPRISE! The disc is completely scratched to Hell. The scratches were in loop-de-loops as though someone made a cursive, lower case L all the way around and then random hatch marks everywhere.
Me= Well, you know... me.
SC= Boyfriend of account owner and secondary renter on account.
GF= Account owner. She is a nominal participant even though she's there.
Me: *looking at disc* "It's no wonder it won't play you've scratched it up." *holds up disc for them to see*
SC: "I didn't do that."
Me: "It happened while it was in your possession."
SC: "I didn't do it. I want a different game."
Me: "No, I can't do that."
SC: "WHAT? Why not?!"
Me: "Because you've already had two different discs for the price of one. You've returned both of them severely damaged. Now, I cannot say whether the first disc was damaged while in your possession but this one was and I will not just give you another game after you damaged this one."
SC: "I. Did. Not. Do. It."
Me: "Sir, do you remember when you were in earlier?"
SC: "Yes."
Me: "Then you remember me checking the back of the disc and verifying that it was brand new and then I showed it to you and your girlfriend and you both agreed with me?"
SC: "That's not the point."
Me: "Yes, it is the point."
SC: "Then you have to refund me my rental fee."
Me: "No, I will not refund you anything."
SC: "WHAT?! I paid for a game rental!"
Me: "Yes and you've had two."
SC: "You're robbing me!"
Me: "No, I'm really not."
SC: "Then you HAVE to give me another game or a refund."
Me: "No I don't have to do either. You may feel free to speak the the Store Manager tomorrow."
SC: "I don't have TIME to talk to the Store Manager! I want my money back NOW!"
Me: "You will get nothing from me now but you may feel free to speak to the Store Manager tomorrow."
Now, this entire time he's pacing the other side of the counter like a wild animal in a cage. Ranting, yelling occasionally, throwing his arms around wildly- looking like a crazy person.
This is where it gets really fun (and it's nearly over if you're bored).
SC: "FINE! I'm going to take my rental fee back in trade then!"
Me: *Okay, this is new- WTF?* "Excuse me? What is that supposed to mean?"
SC: *starts grabbing at the candies* "I'll just take enough candy and stuff to cover the rental fee I paid."
GF to SC: *in a tiny little almost inaudible voice* "Don't do this..."
Me: "Sir, anything you remove from those racks and walk out my door with will be charged to your account and you will pay for them before you're allowed to rent again."
SC: "WHAT?! You OWE me- I'll take what I want! It's called CUSTOMER SERVICE which you don't know anything about."
GF to SC: "Please...don't do this..."
Me: "Actually, it's called THEFT and I could call the police. But since it's your girlfriend's account and she's being a bit sensible I'll just charge the account and ensure the balance is paid in full before allowing either of you to rent again."
SC: *SLAMS his keys and fists on the counter* "You HAVE TO GIVE ME SOMETHING!"
His face is RED and he's so mad he's shaking.
Me: "No, I don't but, as I said, you may feel free to speak to the Store Manager tomorrow."
At this point the GF steps in, grabs him and starts pushing/herding him out the door. "Come on we'll talk to the other manager tomorrow, please stop." He argued and yelled at her all the way out the door.
I told my SM about it today and he asked me if I thought the guy would have become phyiscal if she hadn't pushed him out?
My answer:
"Yeah, he probably would and I would have Kicked. His. Ass."
My SM just laughed and said, "Why don't I doubt that?"
Oh, and the SM and DL obviously agree that they get a big old NUTHIN'!
I had lasik 6 years ago at the age of 20 and woke up seeing almost perfectly; quite a switch from legally blind in both eyes. I'm now 20/20 right, 20/30left. 
Dr. Thomas Hebert.
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