Service DeskI find myself working at the Service Desk around noon on a Sunday afternoon. The ³Church Rush² has begun. People in their three-piece suits and Sunday suits come to shop. Then this gentleman and his daughter enter and the dreaded thing happens. They have a video game, open, with receipt. One of the most difficult situations to face. The report, in extreme cases, is this: "Hi," I say. "Hi, I'd like to return it. Here's the receipt,² the guest replies. I see it's ³Mario Party² for Nintendo 64 and it's open.³Okay, I can trade it for another copy of ŒMario Party¹,² I say.³I don't want another copy. It was too hard for my son,² says the guest.³Well, due to copyright law enacted by the federal government, I cannot refund your money or make an exchange except for an exact copy of this game,² I explain. ³I've never had a problem with returns at this store before,² the host tells you. ³Hold on,² I say as I go to get the return policy pamphlet. Then I point to the phrase that applies to the situation.³Well, this says I can return electronic devices with a receipt,²the guest says as he points to another section of the return policy.³In some cases it's that easy, but in this one in that case I can issue you another copy of ŒMario Party¹ for copyright reasons,² I say.³Well, I shop here every week. I buy things for home, office and gifts. I've never had any problems before. Are you telling me I just threw away $55?!?² the guest retorts in an angry tone.³Excuse me, do you want to speak to the manager?² I ask. This phrase is one of my favorite questions in a situation like this.³Yes, I do!² exclaims the host. I turn around, take the walkie-talkie and call the supervisor on duty.³LOD can you come to the service desk?² I speak into the walkie-talkie.³He'll be there in a minute², the walkie answers with Brian's voice. As I stand there, the gentleman's little daughter says in her cutest little voice, "If we buy something here and we have the receipt, we can return it." I just look at her, then her father smiles briefly. The time it takes for the LOD to get to the service desk seems like an eternity.