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So sometimes discs won't load or cartridges won't read in their console, or they're unhappy with condition - sometimes this is as simple as apologising and acce

So sometimes discs won't load or cartridges won't read in their console, or they're unhappy with condition - sometimes this is as simple as apologising and accepting a return, sometimes people aren't happy with that and just want to kick up a stink. More often than not, the people kicking up a stink return a perfectly working product, and they just wanted to make sure we'd accept it by them being as foul as possible. Sometimes we'll get people just asking for more information on an item we sell. Usually you can tell whether or not these people are actually interested in the product or not by how they ask the question. If they're asking about a specific detail (for example, if they're looking for a particular serial number range on a console), they'll usually follow up if you give them a positive response. People asking less specific questions (such as asking for "more photos") are often just bored and have nothing better to do and will either disappear or ask more questions. You can waste literal hours serving these customers and in the process lose thousands of dollars worth of actual sales. The worst group are just really badly socialised people - often people with serious mental health or drug-related issues. If you engage with them, they will demand massive amounts of your time and have absolutely zero concern for your feelings (let alone your business goals). If they feel you have slighted they, they will respond in the most foul and violent way possible. Just today, my wife was publicly berated by an incel-type guy because she didn't respond to a message he had sent over a week ago. There are at least 2 other occasions I can think of in the last year where this happened. I think the thing to remember is that the average HN reader (and, by extension, most people that the average HN reader knows) is educated, values their time, and is socialised well enough to the point that they can hold down a job and maintain basic interpersonal relationships. The type of person who contacts customer support for products that shouldn't really require support are absolutely not like this. Mostly it's just people that don't value their own time (or the time of others), but multiple times every week we'll come across people with _serious_ social issues (I don't mean socially awkward, I mean "unable to regulate emotion like a healthy adult") and no-one to talk to about it.

isthatsoup 6y ago
This just feels like the cost of doing business in the market you're in.
- number6 6y ago
  Well if you are bestbuy or something. Retro games sounds more like collectors items.
rdtwo 6y ago
Ha I get you I’m trying to sell a PlayStation on offer up right now and “buyers” are toxic even for one item. Idk why you do this to yourself I’d go nuts
- ficklepickle 6y ago
  Offer up is where these people congregate. At least use Craigslist, the worst offenders can't seem to work Craigslist.
- thirdsun 6y ago
  That is exactly why I prefer eBay to sell stuff. I happily give up the 10% sellers fee for not having to deal with countless potential buyers acting entitled, trying to negotiate or telling me how they could get the same item new for about half my asking price.
mistersquid 6y ago
Thank you for these details about the difficulties in handling support requests from people with underlying socialization and/or mental health issues. As someone who is mostly emotionally and cognitively balanced and who has been trained to communicate in order to reach mutually satisfactory outcomes, I don't even think to consider that some people are too maladjusted to use support resources (i.e. communication) in productive ways.
- temp20201028 6y ago
  This compassionate comment and its parent mean a lot to me as someone who struggles with regulating emotion. I just wanted to point out that it’s some of us on HN too, and it’s not always the ones you might expect. I have a job, friends, and supportive family. But a swirl of feelings can overwhelm me without warning, and the memory of all the times I’ve failed to reach help before can stop me from trying again. I was hospitalized this year with suicidal thoughts and a diagnosis of “Major Depressive Disorder with Psychotic Features.” I expect to continue succeeding on the outside, but the internal battle is far from over. Again, I want to stress that most people can’t even fathom that anything is wrong with me. I have a good job, talents, people who care about me. But there’s some defect in my makeup (nature or nurture, who knows?) and your willingness here to be more aware of people like me is really heartening. Note for the concerned: I am receiving treatment and a number of people in my circle are aware of the struggle, so this isn’t a cry for help. I just thought this might enrich the discussion for anyone not familiar with these things who would like to understand them better.
robotnikman 6y ago
The amount of people that seem "unable to regulate emotion like a healthy adult" as you say is surprising. I used to work at a call center job many years ago, and the amount of people who just seem unable to act like a decent person is astounding. I had to leave the job after a few months for my own sanity. I know its somewhat biased since obviously a call center position will deal with many unpleasant people, but it worries me how it seems like there is an overall decline in mental health of the general population
- oblio 6y ago
  You're optimistic if you think there is a decline. I think it's a constant percentage, unfortunately. I think we're now just uncovering the amount of people suffering from these issues. Before they would just be disregarded entirely and wouldn't even have access to various things, so they'd terrorize only people around them.
account42 6y ago
> People asking less specific questions (such as asking for "more photos") are often just bored and have nothing better to do and will either disappear or ask more questions. Or maybe the photo is the easiest way to confirm if you have the version that the customer is looking for. I know because I have done that. And yes, if you don't have the right version it might look like I never intended to buy. Really though, if you don't already have detailed pictures posted that show the state of the product from all sides then that's something I'd consider a problem with your used games business.

isthatsoup 6y ago

This just feels like the cost of doing business in the market you're in.

number6 6y ago
Well if you are bestbuy or something. Retro games sounds more like collectors items.

rdtwo 6y ago

Ha I get you I’m trying to sell a PlayStation on offer up right now and “buyers” are toxic even for one item. Idk why you do this to yourself I’d go nuts

ficklepickle 6y ago
Offer up is where these people congregate. At least use Craigslist, the worst offenders can't seem to work Craigslist.
thirdsun 6y ago
That is exactly why I prefer eBay to sell stuff. I happily give up the 10% sellers fee for not having to deal with countless potential buyers acting entitled, trying to negotiate or telling me how they could get the same item new for about half my asking price.

mistersquid 6y ago

Thank you for these details about the difficulties in handling support requests from people with underlying socialization and/or mental health issues. As someone who is mostly emotionally and cognitively balanced and who has been trained to communicate in order to reach mutually satisfactory outcomes, I don't even think to consider that some people are too maladjusted to use support resources (i.e. communication) in productive ways.

temp20201028 6y ago
This compassionate comment and its parent mean a lot to me as someone who struggles with regulating emotion. I just wanted to point out that it’s some of us on HN too, and it’s not always the ones you might expect. I have a job, friends, and supportive family. But a swirl of feelings can overwhelm me without warning, and the memory of all the times I’ve failed to reach help before can stop me from trying again. I was hospitalized this year with suicidal thoughts and a diagnosis of “Major Depressive Disorder with Psychotic Features.” I expect to continue succeeding on the outside, but the internal battle is far from over. Again, I want to stress that most people can’t even fathom that anything is wrong with me. I have a good job, talents, people who care about me. But there’s some defect in my makeup (nature or nurture, who knows?) and your willingness here to be more aware of people like me is really heartening. Note for the concerned: I am receiving treatment and a number of people in my circle are aware of the struggle, so this isn’t a cry for help. I just thought this might enrich the discussion for anyone not familiar with these things who would like to understand them better.

robotnikman 6y ago

The amount of people that seem "unable to regulate emotion like a healthy adult" as you say is surprising. I used to work at a call center job many years ago, and the amount of people who just seem unable to act like a decent person is astounding. I had to leave the job after a few months for my own sanity. I know its somewhat biased since obviously a call center position will deal with many unpleasant people, but it worries me how it seems like there is an overall decline in mental health of the general population

oblio 6y ago
You're optimistic if you think there is a decline. I think it's a constant percentage, unfortunately. I think we're now just uncovering the amount of people suffering from these issues. Before they would just be disregarded entirely and wouldn't even have access to various things, so they'd terrorize only people around them.

account42 6y ago

> People asking less specific questions (such as asking for "more photos") are often just bored and have nothing better to do and will either disappear or ask more questions. Or maybe the photo is the easiest way to confirm if you have the version that the customer is looking for. I know because I have done that. And yes, if you don't have the right version it might look like I never intended to buy. Really though, if you don't already have detailed pictures posted that show the state of the product from all sides then that's something I'd consider a problem with your used games business.