Recent conversation with 718:
Me: hi, I have a guest with a recalled crib I need to return.
718: what's the model number?
Me: blah, blah, blah
718: where did you get that from?
Me: the owner's manual for the crib.
718: I need you to verify that this is the actual model number on the crib.
*rolling my eyes, I search every damn piece of the crib and finally find it hanging off of a small piece of paper attached to some obscure piece of wood*
Me: yes, the model number is blah, blah, blah on the crib itself.
718: great, is the drawer with it?
Me: no, there is no drawer with this unit.
718: yes there is. The description is blah, blah crib with drawer.
Me: no, there is no drawer. I am looking at the owner's manual and the wood itself and there is clearly no place for a drawer.
718: I'm sorry, you will need to tell the guest we cannot complete this transaction until the drawer is brought back.
*at this point, I'm speechless. I tell 718 to hold on, and tell my LOD what is going on and hand him the phone. The LOD tries to explain to 718 that there is, in fact, no drawer. They go round and round for a while.
LOD: I see, so we will need to tell the guest to bring back the drawer. Got it. Can I please get the dpci for this crib as a reference number?
*i high five the lod after he writes down the number.*
So, the LOD hangs up, smiles at me and hands me the dpci. I attempt the return. The dpci is no good. Argh!
Me: should I just call back and lie to them and tell them we have the drawer?
LOD: no, we don't need to stoop to their level, let me see what I can do.
*LOD searches high and low online for a valid dpci and cannot find one. After about ten minutes, he calls me over and tells me to call back 718 and lie if necessary.*
Me: hi, I have a guest with a recalled crib we need to return.
718: what's the model number?
Me: blah, blah, blah
718: this is the blah, blah crib with drawer.
Me: correct. (At least this one didn't specifically ask me if the drawer was there).
718: here's the dpci you need.
*718 proceeds to give me the exact same dpci that my LOD had gotten...you know, the one that doesn't work.*
Me: it didn't work.
718: ok, try 099-09-0099.
Me: okay, what's the price?
*718 gives me a price somewhere above $200*
Me: okay, I will need an override code for that.
718: no you don't.
Me: yes, I do.
718: no, I gave you a perfectly valid dpci.
Me: look at my screen. I cannot do a return off of a generic dpci for an item that big without an override code.
718: fine, if you insist.
*head explodes*
I mean, really? The woman had to take apart and return her crib, and we need to do it. This is not difficult. They really don't need to fight with me over a damn recall item every single time.