Anyone ever have a customer admit they were wrong and apologise? I have had it happen twice (in over 30 years), both in the same town, and about a month apart. I wonder if they have something in the water.

(continued in comments)

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First one returned a NEW video game that was all scratched up (XBOX 360 infamously would wobble and the laser would scratch the disc when bumped). Obviously, not a lot I can do in that case. The company would not be happy if I wrote off a $60 video game for that. The idiot actually THREATENED me with bodily harm.

I was contemplating if I should call the police, when he called to apologise. Evidently, he went home and questioned his kids. They admitted they bumped the console and caused the damage. I was both shocked that he actually apologised, and concerned about what he was going to do to those kids.

Oh wow. I'm shocked he actually admitted it, too! I have had it happen once when I worked in medical insurance. I had a woman screaming at me about what she owed, but clearly didn't understand what a deductible was (even after explaining it 3x). I guess she went home and talked to her husband who assured her that was normal, and she called back totally nonchalant, like "you can't assume everyone just knows that, but I'm sorry for yelling at you."

I have had these experiences as well quite a few times while working as call centre agent where elderly people would get upset with something (because they didn't understand it first) and then would aplogize later for getting upset.

A couple of times. It's always a pleasant surprise when it happens, since most customers are adamant that they're right even when they clearly aren't. I appreciate the ones who are willing to admit they made a mistake and apologize for any nasty things they may have said before coming to that realization.

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