My experience as a shopper
So not that long ago I purchased a dual sim mobile phone. I bought one for convenience as I carry two phones around (one for work). The new phone worked fine for the first 4 days but then people who I was talking to on the other end could barely hear me. It sounded very weak and a buzzing noise in the background. Seeing as though it was only a few days old, I went back to the the shop and asked for a replacement. The customer rep looked at the phone and proceeded to fiddle with the settings and finally found the factory reset. Meanwhile he was also dealing with an irate customer who was attempting to return a smashed up toy. The rep then called my newly reset phone and then I dictated the catalog to him....he put on a confused look and said "Can you move over or speak up, I can't hear you?" It was at that point I knew nothing was going to work here! Obviously that's my PROBLEM, get me a new one.
It turns out I didn't get a new phone, even after talking to the manager. It's disappointing that I had to deal with the manufacturer directly (and still haven't received it yet). However, the irate customer with the physically damaged toy was fully refunded, it's quite obvious that being rude is the way to approach retailers. These are their valued customers...