The same is true of video game retailing. The 20 minutes I spent arguing with someone who'd bought a game, torn open the CD sleeve with the serial on it (THROUG

The same is true of video game retailing. The 20 minutes I spent arguing with someone who'd bought a game, torn open the CD sleeve with the serial on it (THROUGH the serial), spilt coffee on another CD sleeve, and then demanded that I let him return it because it didn't support LAN play is time I will never get back. And that was hardly one of the worst customers.