I discussed the time a customer at a previous retail space was returning a corded phone she'd had a year. It was smoked damaged and discolored. I tested it (in case I could fix the problem in store), confirmed it didn't work, and explained that since she had it past the warranty stage, I'd help her pick out another phone. She picked up her broken phone and threw it at me, then stormed off. I finished with her husband, we picked out another phone (it was only $20), and he left happy assuring me she would be happy too.