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.