Another vacuum cleaner - another throw down. I should start keeping track.
This woman came up Friday night and I just cringed when I saw her in line. I knew it was a junky vacuum and I could tell by the hard little set of her mouth that she didn't have a receipt and was spoiling for a fight. Well, she got one.
Of course, it has been my experience that when the customer does not have receipt, they will try to throw everything at you in the first blast of the conversation. Sort of a "shock and awe" punch, so see if you can be stunned into going along with them.
So I get the "We bought this vacuum three weeks (HA!) ago and we only used it once and it just quit working and we don't have the receipt because I threw it out and I think it is just junk and now we want a new vacuum cleaner." Shields at maximum!
I don't even start pressing buttons, except to get the item number off the barcode. I look it up in the Warranty Returns computer and Eureka products are not returnable without a receipt. Period. Doesn't matter if it works or not. So I print off the warranty and gird my loins to deliver the bad news.
As predicted, it doesn't go down well. "Well, that's just not right. We bought it at Wal-Mart."
"Ma'am, it's not a question of you purchasing the item at Wal-Mart. You do not have a receipt. Without a receipt, that item is not returnable. This is the warranty information. Eureka has a one-year warranty on their products. If it is broken, they will fix it or send you a new one. But Wal-Mart cannot take that product back unless you have a receipt."
Well now she just gets snappy. "Well, I want a manager. This is terrible customer service." Well, you're stupid for losing your receipt. I'd never spend $178 on a vacuum cleaner and toss my receipt in the trash? Who buys big-ticket stuff and tosses the receipt? Total idiots. That's who.
Well, one supervisor happens to be walking by. I get her and explain the situation. She's like "I'll deal with it."
So they start arguing. The woman pushes the warranty back over the counter toward me and the supervisor pushes it back. "Ma'am. You don't have a receipt. We're not going to take it back. We're telling you how to repair it. There's a toll-free number and a Web site."
The woman pushes the paper back and goes "Well, what about customer satisfaction? Isn't that what Wal-Mart is all about? I'm not satisfied right now."
My supervisor, bless her, points to the huge policy hanging on the wall behind our Service Desk and says "Ma'am, it says we will refund any item within 90 days WITH A RECEIPT. If you find a receipt, we will take the vacuum back. I'm sorry that you are unhappy, but we're not going to take that merchandise back." And she walks off.
The woman makes a "Hmphf" sound and looks at her husband. Sort of a "You never fight me, so why does anyone else?" look. And she threw the vacuum into the buggy and rolled right out of Customer Service the same way she came in. Pinched lips and unsatisfied!