Join Date: Jul 2005
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If someone's taking the mick, then they shouldn't get away with it. Like you say, you need to take each customer on merit.
The issue with Halfords alleged policy seems to be that you buy something, take it home, find it DOA, and can't get a replacement or a refund. If I'd just spent weeks umming and ahhing over whether to invest in sat-nav, then I'd be mightily peeved if, after handing over my several hundred quid, I got to return the box and then wait for an 'unspecified' amount of time before I actually got what I'd paid for.
No doubt you'd treat someone like that as a 'genuine customer' (assuming that they returned the unit within a reasonable time and it wasn't obviously damaged) and give them a replacement or refund. If they've had it a while longer and you suspect that they've accidentally/deliberately damaged it, then obviously that's a different kettle of fish.
Currently in Horatio's garage:
2010 Laguna III Initiale.