I bought an answering machine from the company below. When I came back to the store to exchange it for one that actually worked, the manager treated me like a criminal. All I wanted was a machine that was not broken. I would have been happy if they would have "gotten it right" the SECOND time but the counter person was not empowered to get it right. I waited for a manager who practically threw the machine at me because I was not interested in purchasing an extended warranty.This horrendous experience at Office Depot occered about two feet from a sign exclaiming their mission of:

"Fanatical Customer Service"
We impress our customers (internal and external) so much that they want to buy again.
We give higher priority to people than to tasks.
We do it right the first time but "wow" our customers on recovery when we miss.
http://www.officedepot.com