I had my name blackened and dragged through the mud by one of those customers today. The kind of person with such an immense sense of entitlement that when other people in Customer Service describe them to you, you honestly think they're joking. She was abusive, she was demanding, she called me names and was so agressive, that I actually refused to talk to her today. My manager said she would talk to her, so I took B at her word; She talked to the customer. I was being "She"'d, I was being "that girl"'d, and I, in the back with my other co-worker K, was really about to go tell the customer off if she used my name like an invective one more time. I have never wanted to smack anyone before. But I honestly did with this woman. Unpleasant is one word.
I suppose the positive of the entire unpleasant experience was, after shouting at my boss after he told her we needed to be paid, she declared that she would never set foot in our shop again. (Also, she did pay. After it was pointed to her that she would not receive her machine back until she paid, and my Boss offered to take her to court over the money.)
I don't think she appreciates how small the Apple repair community in the metro area is. I can think of no more than maybe eight, five of those are warranty centres. So, when she gets herself removed from the other 7... Well. I suppose at that point you have to send your machine away to get repaired. And pay a premium for it.
Normally I would be upset by this kind of thing, as it was uncalled for and rude and really offensive, but to be honest, this woman (and her husband!) is her own worst enemy, and I wish her upon herself.
And may I never set eyes upon her again.