Dealing With Difficult People

OK--here is my thought---I am a reasonable person.  However, if I've paid a lot for something, like a laptop computer, or a car, or something, I expect that the place I purchased it from will stand by their product.  If they get an attitude from me, I'll go after them both barrels.  Today, here's the exchange I had with a locally-owned computer shop. 

I had purchased a laptop in January--a replacement since I didn't want to go back to Circuit City (where I originally purchased it), and I believed working with a small, owner-operated store would related to better service than a big chain where the managers didn't really care (and after CC closed, I can see that was part of their MO).

Well, this week, the power cord started acting up.  I brought it in because it felt like there was a kink in it. The non-plussed 60 something guy at the front desk looked at it and said he thought it wasn't the cord, it was the power socket.  He said it would be $160 and I'd have to leave it.  Well, I asked him to try another power cord, and it didn't work.  So I said--I think this is still under warranty.  Well the owner comes out and starts to spout how much it's going to cost to replace it, repair it, and if I send it back to ACER where it came from, they'd charge me more.  I said to him, "isn't this under warranty? Didn't you say if I had a problem when I purchased it, I could bring it back to you, and you'd take care of it?" Well, he says, "you had to have broken this--you banged it or something."  No, I didn't.  And I told him that.  Well, he went on and said, "It don't break itself...you broke it, it's probably the mother board or something..."  Oh, come on!  Well, I got mad and looked at him and said, "so you're 100% sure I'm lying and I broke it?"  And he said, "Lady, I'm 110% sure"--Loudly, laughing at me....I was LIVID!  I packed up my computer and told my son, "we're leaving--let's go..."  As I left, he was shouting crap at me...I finally turned around and said, "You are very rude.  I can not believe you're still in business."  His response was "I've been in business for 30 years.  With your personality, I can see why you don't get along with people!"  As much as I wanted to tell this guy what he could do to himself, I left without embarrassing myself further--since he had other "customers". 

I will admit I don't tolerate rudeness.  . if it had been just a manager, I would have called the owner and expected some resolution.  I do not stand for being treated rudely as a customer--I will become very hard.  But this WAS the owner!!!

I did feel better going to another computer store, to whom I both explained my computer issue AND what this guy said.  the other store owner told me he had taken $95K in business from Nate, the other business guy that was rude to me, in the last year because Nate had been rude to both personal computer users and other business owners---including his neighbors down the street.  But still my blood was boiling.  

Meanwhile, I would LOVE to make sure other people know how rotten this guy was....any ideas that won't get me in trouble?

I would file a complaint with the BBB. They will investigate it and it will go on their record. Thus, letting future would be customers know they have a bad rap for handling issues with customer's complaints and customer service.

The best advertisement is word of mouth. It can make or break you. Hit em' where it hurts, in their pockets. If you have a copy of the warranty, you can take them to small claims court and win!

Sorry to hear you were treated so rude. Too bad rudeness can't be painful, huh?  Good luck in what you decide to do. I would report them if it were me. Hugs', Lu

Thanks!  I've made a point of sharing my story with other people.  I am sending the laptop back to the manufacturer tomorrow---my thought is, if they go ahead and warranty it, then I'll have grounds upon which I can file a complaint with the BBB as I have proof then that they refused to assist me in a warranty situation.

My DH is a computer expert, he feels that if I bumped it bad enough to do internal damage, there would be scratches, and dings on the computer.  He knows laptops and agrees there is no way I did anything that could crack something--especially since we were sold this laptop based on its durability.  Hell, I've had laptop in which half of the computer was duct taped together and it still worked after three years...

Bottom line, when I first met this owner, my initial reaction to him was that he could become porky if pushed.  But I didn't want to deal with another chain and lackluster service, and I thought giving a local business a chance during this economic downturn--one that had been around for 30 years--would be good.  I guess I was wrong.

We wonder why our economy is in the tank--try service, people...customers have less money and less time...I'm know I am not the first person to be fed up with this man's attitude, and I'm sure I won't be the last.  Other than one totally whipped employee (the guy was too timid to answer questions after it was more serious, had to get the boss), the face ofthe company is the owner and he's a total toad.

Hi momathome. That is so awful. There is a real problem with this guy. Here is what you can do. Turn him in to BBB. I recently had to do that although I did not want to. You will not get in trouble for it and it may help.

Now when you do that do not omit any detials or soften his words in any way, shape or form. What he did was unprofessional and worse then rude.

You can apply on line. Just have the address ready and phone number. Hopefully you have the name of this guy. If not it won't be hard to get. Let me know what happens. MaryAnne

Hi Momathome....boy do I hear you.  I have dealt with some rude store managers but never like this.  I agree with the others and suggest reporting them to the BBB.  I did once on a company that was trying to scam me and the telemarketer swore at me like he was a truckdriver.  Better to let the pros handle it.  Sorry to hear that you had to deal with it in front of your son; that's just not right.

The only thing I would suggest is post your dissatisfaction on your area's Craigslist.  I have seen it done many times and you can do that anonymously.  You can post it on "local events" or general information; this way other consumers won't go to the store and deal with the rudeness you did.   You can share your side of it.   I would put something eye catching in the subject title like..."if you want electronics" .... and then in the body of the e-mail say "DON"T GO HERE".  This way others can make that call themselves.  You can also advertise the nice store you did go to where they were helpful.

Good luck with your laptop and I hope it gets resolved without a lot of additional cost!

Lizzardi