Like a lot of companies, most of them have some kind of guarantee in place to ensure that the price that the customer has paid for the product will be protected from any sales or price drops within a certain timeframe of the purchase.

One day a customer came in as he had purchased a fairly decent television set for about $2000 or so. Now since the item went on sale at a competitor’s store for about $200 less, he came in to receive a refund of the difference. Not only that, but the store’s policy is to refund 110% of the difference. Ten percent of $200 is $20 and so in this situation he would actually get $220 back.

He wasn’t happy however as he started to accuse us of misleading customers about our price guarantee policy. He told us that we should be refunding him the full $2000 plus the $200. Basically, he interpreted our policy as in if there is a drop in price we would provide customers with a full refund and then some as well as allowing them to keep the product.

We tried to explain it to him, but he was dead set in believing that he was entitled to receiving $2200 while being able to keep the TV. Afterwards, he went on a rant on how he was going to report the company to the proper authorities for deceptive business practices.

I used to do warranty repairs for home electronics a few years back and I remember this conversation a co-worker of mine had on the phone with a customer.

Co-Worker: Sir, I’m calling you to let you know there are roaches inside your DVD player and we will be refusing to service your item under the manufacturer’s warranty. Please pick up your item by the end of the day or we will dispose of it for health reasons.”

My friend is quiet while the customer at the other end is speaking.

Co-Worker: No, the warranty only covers manufacturer’s defects - either problem in workmanship or design. We will not be servicing your unit.

Another few seconds pass as he listens to the customer. His face starts to frown.

Co-Worker: Sir, did you hear me? There are cockroaches in your DVD Player. That is not a problem of workmanship or design. (Pause)

The customer then begins to say something and my co-worker reacts.

Co-Worker: No! It is not normal for cockroaches to live your VCR, or any other appliance or piece of electronic equipment. That’s why we can’t cover you under the warranty.

Customer then appears to understand and my co-worker is relieved a bit.

Co-Worker: Good, I’m glad you understand now, will you be picking up your DVD player or should we dispose of it for you?”

Suddenly, he has a long pause and this time his eyes begins to roll.

Co-Worker: Our in home technicians are pretty much booked this week. Let me get the number of another service depot and maybe they can get someone to your house and find out what’s wrong with your TV set.