Shop Talk

Ok so I had a very nice gentleman call me yesterday and get in an arguement with me. The customer "had been told" that because the case his phone was in broke and he lost the phone earlier that day while walking around the block, it was covered under the manufacturer warranty and we should replace his phone. It went a little something like this:

C: It was defective so I should have a new phone
M: The warranty covers problems with the phone, but if you lost the phone then I'm afraid warranty goes out the window
C: But I have a one year manufacturer warranty
M: Yes, if there's a problem with the phone
C: Well the plastic thingy on my case broke, that's a problem
M: Yes, but not with the phone...
C: So I have to buy a new phone?
M: We...
(continues)