Yesterday Rachael and I headed to the store to exchange memory cards (#2 on this list). During the day I'd called corporate headquarters and opened a customer complaint case and gotten the name of a local contact who'll handle it.

Because I had an appointment late yesterday afternoon, I didn't have time to raise hell at the store itself. We walked in and a very nice, very knowlegable young man handled the problem. First, new - correct - media. Good deal. Next, I wanted a new camera as well because I might've damaged something trying to put the incorrect cards into the slot (I used a bit of force because we were assured that we had the correct card, so, it *had* to fit, right?). The kid said we'd test the camera first, because he really didn't think I could've damaged it that way. I'm a reasonable guy.

No joy. Camera broked. He went to get another. Got that one out to test it, and it wouldn't initialize correctly. The lens mechanism was jammed or some such right out of the box. He went to check the inventory, but that was the last one they had in stock. I allowed him to steer us over to the camera display to see if we could find an acceptable substitute, but I was pretty picky, finding nit-noid fault with everything he suggested.

With great sadness I told him that I wanted a refund for everything. He was sad too, and apologized to Mookie because now she wouldn't have a camera.

That's when I let him know that a rival chain had an upgraded model on sale, and that we were headed right on over to pick one up.

Memory cards? No, refund those too, because rival chain had 'em for the same price, plus a rebate.

Hanging up on this customer cost them a sale this time, and we won't be going back. I hope that jackass got his jollies doing it, because the last laugh will be mine. I've made it clear to corporate that, as a professional who deals with customer service every day, I know that pulling a stunt like that is a firing offense. I want that nitwit terminated.

Posted by: Ted at 11:02 AM | category: Square Pegs
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