[fuyu]

If I were to ask you if I could get a refund for an item out of warranty, what language would you use to refuse me? I'm struggling to come up with a response that doesn't use the terms "unable" or "can't" that wouldn't come across as fairly rude.

[akiselev]

"We do not issue refunds for items with expired warranties"

Notice that the policy is clearly stated in the rejection and there is no ambiguity.

[random5634]

You would be lying - and people will call you out on this, because they will find out that you have in fact issued refunds for products with expired warranties.

[TheDong]

This level of semantics is pointless.

They could write "We generally do not issue refunds for items outside of warranty" and they're back to the statement being just one level more vague, and thus more true.

But in reality, both of those mean the same thing. Writing "We don't issue refunds outside of warranty periods" has an understood "excluding exceptional circumstances". Everyone knows it's there. Only people who are pedantic to the point of uselessness will argue about this, and you'll find out that the courts generally have little sympathy for that.

All human languages so far are inexact. Math is probably the most exact language we've invented for communicating ideas, but languages that the general public knows are all inexact.

If the correct thing is communicated unambiguously, that's already a success, even if a pedantic person can say "I know you mean that you don't 'generally' do it, so the absolute there is a lie", the fact that the pedant can point it out means they absolutely understood what was being conveyed correctly.

[judge2020]

This level of semantics is indeed pointless - to clarify, your comment supports both what you wrote and Google's use of the "unable" wording in their response; they are unable to reinstate your account <without introducing liability to lawsuits regarding unfair business practices> <and except in exceptional circumstances>.

[random5634]

The person responding at a big corporation is often unable to, for practical purposes as a result of policies other than in exceptional circumstances.

When you write in and ask them, please steal a million dollars and give it to me, while they might be able to figure out a way to steal and give it to you, for policy and job performance reasons they are unable to. They say - "I'm unable to do that for you". Who cares if they somehow could - we all understand they have chosen not to.

We are unable to reinstate your account = person responding does not have policy authority to reinstate your account and the exceptional circumstance was not identified.

[Spivak]

That feeling is specifically because we all know that depersonalizing and speaking passively 'softens' the blow.

"As your product is out of warranty we will not be issuing a refund."

Sounds rude, right? Because it draws attention to the fact that the decision is, at some level, completely arbitrary. But if you have your left hand write the policy and your right hand enforce it then you can say.

"I'm sorry but I'm unable to issue a refund because your product is out of warranty."

Makes it sound like that's just how the world works, doesn't it? And you come away feeling like "aww man they can't" instead of "they won't, money grubbing assholes." Customer service is, at its core, about managing emotions and often delivering bad news in a way that preserves the company's image.

[sequoia]

> Unfortunately the warranty on your product has expired and we do not issue refunds for products outside the warranty period.

If you pressed me I would admit that yes, in some exceptional cases we issue refunds for products outside of warranty but we're not doing so in this case because [whatever, the product broken due to misuse, etc.].

To say I am not issuing a refund or that I do not issue refunds on out-of-warranty is truthful or reasonably so. It's perfectly possible to communicate that without being rude or claiming to be "unable."

[tannhaeuser]

How about "I'm afraid I can't do that, Dave"?

[edoceo]

computer says no

[Quekid5]

A better and more honest answer than so much of the apologetics spouted in this thread.

I'm amazed at the people defending this type of verbiage... like at all.

[7952]

You are not eligible for a refund under our warranty. Let us know if you have any more questions.