So I work for a large electronics retailer. Within this store I specialize in selling cell Phones and their service.
So anyways, I am working my usual shift, and then this elderly couple (maybe like 60 s or early 70 s, but definitely looking good and sound of mind for their age) comes in looking,for a phone. After talking to,them,for a while and helping them out. They decide to purchase a 100 dollar cellphone. While buying this cell phone I offer them some extended insurance on the device, but we had a laugh and they declined because it was about the same price as the cellphone itself when you factor in the processing fee for,the insurance. I help them ring it out and make sure its activated, then they go on there way.
Fast forward over 1 month later. I'm working and an elderly couple approaches me, I notice that they look kind of familiar. So I start talking to then and suddenly I start to remember who they are a bit.
This is how the conversation went, I'll be Me, and the old woman will be OW with her husband being OM.
OW: so listen young man, we got this phone not too long ago and look at this! pulls phone out of bag and shows me how it has a crack across the screen and how it doesn't turn on
Me: Ohhh, well I'm sorry to hear that, what happened?
OW: well I was using it, not three feet up from my soft, carpeted floor when it fell. When I picked it up it had this big crack on it, and now it won't turn on.
Me: Yeah I see that... That kind of sucks..
OW : well we were wondering if there was something you could do or if there is some kind of warranty on it or something.
Me : um, yeah, I can check on that for you.. Follow me and have a seat.
I proceed to lead them to our registers so that I can pull up the information, knowing full well that this won't probably be good news.
So we have a seat. I begin by looking at the receipt just to see if there was extended insurance on the phone (I didn't think there was, as I had worked with them,before, but hey.. I've been wrong before as well). So I pull up the receipt and no... They don't have extended insurance. I then look at the purchase date, because sometimes if it's within the 14 days managers will,actually make an exception and allow them to choose a different phone.... Nope. They purchased it over a month ago... I turn back towards them and this is what happens...
Me: yeah... Unfortunately guys it doesn't look like there's anything that I can really do. You don't have any insurance on it and it's past the return policy..
Ow:stares at me blankly Return policy?
Ow : well,what is the return policy!?
Me : with our cell phones it is 14 days. shows her where it clearly says it on receipt
Om : Well this is a racket! Why weren't we offered the extended insurance!
Me : actually guys its looking like it was offered, but usually with these types of phones the insurance costs as much as the phones once a claim is made... (Knowing full well they denied insurance, but whatever, maybe they forgot)
Ow : this is ridiculous, why even buy the phone if it's just going to break!? Won't $phonemanufacturer$ cover it with their warranty!?
Me : unfortunately not in this situation, they only cover manufacturing defects, not accidental damage.
This back and forth goes on for a while with me trying to appease them,and them fuming about how there's nothing that can be done. This whole time that this is happening, the husband just keeps making these stupid faces like he just can't understand and is just pissed. Meanwhile I'm getting a bit irritated with how they're treating me... And then this happens..
Ow: I just can't believe this, now this is the business to be in, you're basically just taking our money.
Om: yeah.. I guess it just isnt how it used to be where companies stood by their product..(he says in the most condescending way possible)
Me: inwardly snapping Welllll.. Actually they do, if the mistake was their fault they would fix it for you, but you are the ones that broke it...
There's an awkward moment of silence where they just look at me, and the husband kind of like, does an angry twitch for a split second,
Ow: well... Thanks for your help... We'll be in contact with the manufacturer before we buy any new phones..
Me : alright guys, I hope it works out for you.
And then they just left... Just like that. I was almost expecting a manager to be called on me for that one, but you know what, I think its justified. If you bought a car, didn't have insurance on it then slammed into a building a month later would you expect the car manufacturer to cover all of the damages? No.
Tl:Dr : old couples buys cheap phone without insurance, breaks phone, then gets upset when there is nothing we can do.