Joules

Fabulous customer service today. Question asked, not expecting much could be done, but the result was more than I expected. Thank you

My fiancée was just shouted at by an employee of the Bury St Edmund’s branch of HMV. She bought two Nintendo 3DS XL consoles this morning for her children. While her son’s worked fine, her daughter’s did not. It faulted three times within less than an hour. So, just 7 hours after buying the consoles, she took the faulty one back with her daughter and asked for a replacement. The manager wasn’t happy and argued with her for some time about company policy and such, but did in the end agree to replace the faulty console, although he threw his hands up and walked off in disgust. It was while he was gone that one of his employees thought it appropriate to shout at my fiancée at the top of his voice and in front of everyone in the store about how unreasonable she was being and how bad this was for HMV. He added that customers lie all the time about this kind of thing and just went on and on at her. My fiancée gave him the opportunity to try the faulty console for himself, to which his reply was, “I’m not playing that, I never play those things,” or something very similar. He just refused to stop ranting at my fiancée, and this all in front of her seven year old daughter an a handful of store shoppers. Apparently, when the manager came back, even he looked shocked on seeing and hearing his employee behave in this manner and told him to stop and move away. What on earth is going on at HMV that this can happen?