Question: You are working in a consumer division for Dell computer. Recently a consumer of a $500 Dell Laptop attempted to return the computer because of

You are working in a consumer division for Dell computer. Recently a consumer of a $500 Dell Laptop attempted to return the computer because of some problems that the customer service agent thinks were the consumers fault. This consumer is visibly upset and wants Dell to replace the computer with new one of the exact type.

How would you treat this situation and also offer your logic for handling it the way you would? Bring in applicable theory in your answer.

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