Are you the manager who is responsible for making these decisions? Sometimes you have to weigh customer loyalty/reputation of the store with the principle of the matter.
You would be perfectly within your right to tell him NO.
But what would happen if you took the unit back? Do you get credit from the manufacturer or distributor for broken/defective items? If it's not broken could you sell it as "almost new" and at least break even?
You have options.
Whose policy is it? Did you document your testing??
Do you have a manager you could/should ask? Or, if this is your business, you just need to make the decision...is this customer going to come back?
You should call him and test it in front of them still he disagree then don't want to refund any thing and if it is really broken then you should replace it. It is good for, if you not do like this then all the customer will not going to faith on you. So it is better to replace it for your business.
I farted so badly I almost threw up
You should some proof or some ideas when you gave customer the Xbox product.It was not any serious problem just bring the Xbox and check it in front of everyone then if it was working and if it was not then tell him that you will replace the Xbox with new one.In the business,customer satisfaction is more important then any other things.
Let the store manager handle it.
I work in retail and a few days ago, i sold an xbox to a customer. We do give a 2 week warranty with it.
Well today he called, claiming it was broken, that the controllers didn't work, and that the console wasn't reading the disks. I told him the return to the store, and we will test it, and give him a new xbox if it turned out to be defective.
He showed up a little later, Demanding a full refund. (Bearing in mind, our return policy, which we have posted at the register, states that we do NOT give cash back unless item is defective.) We hooked it to our tv, tested multiple different games, tested both controllers, everything worked perfectly. But he still insisted it didn't work. I explained to him that because it wasn't broken or defective, that i couldn't give him a refund, or even an exchange. So he left.
About an hour or so later, he called again. Again, claiming it didn't work and wants to return it.
Which now puts me in a bind. Who is to say that because we refused refund, that he didn't go and break it himself. What should i do? Should i swallow my pride and refund it, or should i tell him that it was working when it left, both times, now it isn't, there isn't anything we can do.
I did note, that when he was in here, he was saying that he should of gotten a playstation instead.
Advise would be greatly appreciated!
