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Customer wants me to send them free stuff because they didn’t read the warranty.

This is my first time posting. I work at a large retailer doing customer care chat. I get gems like these all the time. For this I will be ME and the customer will be ED (Entitled Dude) Here goes.

He chatted in wanting to return a light bulb that had burnt out over 2 years old.

ME:
Hello, My name is ME! Hope your day is going well! Thank you for choosing (Retail Chain)! Please allow me 2-3 minutes to read over how I can help you today! Thank you in advance for your patience! 🙂

ED:
1001 653 693 2-pack

ME:
Checking now ED!

ED:
Best way to dispose of? Garbage v recycle?

ME:
So you would want to take the bulbs into your local store and they can replace it. They will dispose of them for you.

ED:
I was there a few hours ago. there. Customer service told me to contact the address on the box, which is (Email) which is you! The only bulb recycle bin was for CFL’s.

ME:
Limited Warranty: Guaranteed to last 5 years based on 3 hours use per day, 7 days per week. If this bulb does not last 5 years after date of purchase (based on 3 hours per day / 7 days per week) due to a defect in materials or workmanship, please bring the defective bulb and a receipt indicating proof of purchase to any Physical (Retail) store. That store will provide a replacement or, at our discretion, a store credit for the value of the original purchase price.

ME:
It has to be done at a local store ED.

ME:
They may have not known

ME:
(Sent link to him of the warranty)

ED
Don’t be silly….do yu really think I have a receipt of a light bul about a year old? This product has a 5 year warranty and did not even exist 5 years ago. Your answer is ridiculous, especially for a 4 dollar item. Cost more in gas to go! Try harder on your end. Send me new one, Or 2 for my trouble.

ME.
ED. We can’t return anything online past the return policy which is only 90 days. That is straight from the warranty page. If you knew it was a 5 year warranty you would want to double check what it needs just in case and save that receipt.

ED:
THE PACKAGE SAYS 13 YEAR LIFE AND 5 YEAR WARRANTY. I did not buy it online. Are you a store Representative or not?

ME:
I am not. I am online support ED

ED:
I meant RETAIL STORE rep, not in store rep. Its all one company to me……the customer.

ME:
I completely understand ED. However in the event that a product doesn’t last or is defective we do have to follow the warranty process. I can’t just send you new ones. I have even linked you the warranty. You do need to return this to a store

ED:
I’m tossing it in the garbage. Bye Bye Retail Store. (Competitor) in my new store.

ED
My next call is to cancel my credit card. (ED)

ME:
I am sorry you feel that way ED. The warranty clearly states you have to return it to the store.

ED
I will have the last word here……..My next call is to cancel my credit card. (ED)

TLDR: Customer wanted a refund and replacement and even another one just because he couldn’t follow the warranty process.

What do you think?

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ACW Trash

That child is NOT of MY household!