I've worked in customer support before for a good period of time and i also now work in a team which provides 3rd line support (not our only duty) this is my take on things...
2 cases....
1. Someone walks into the store and is apologetic and sincere and recounts an embarrasing story of how the item/whatever is broken and could i possibly get it fixed (not digging for freebie or expecting more than a paid repair)
2. Someon walks into the store, slams item on counter and starts mouthing off about how the product is sub-standard and that he'll never buy from company X again etc
Tell me ..... who are you more inclined to push the rules for?
Yes the OP was probabily not entitled to get it replaced (i don't know their policies after all) ... but if it was clear that he was asking for a repair and was preppared to shell out cash for an embarrasing drop or whatever then a customer service rep would generally (unless you get some stickler for the rule book) try and help in the best way.
I've done it myself ... someone calls up and starts bad-mouthing I stick to the rules and stick to my guns .... someone calls up and is geniune, sincere and understanding .... i'll do my best to help them out.
Treat others the way you wish to be treated .... REALLY simple rule in life which in my experience tends to yield results
