Is it ethically right for someone to defend their colleagues/coworkers when someone complains about them?

Question

Example scenario:

I walk in Best Buy to return a defective computer mouse, & 1 of the employees get rude with me & act very filthy, nasty, abusive, & hateful when you ask for an exchange. & he acts very pushy with an attitude & DEMANDS an answer for why the mouse is defective. You tell him, & he says, "Maybe YOU broke it!" & you try to say, "No, sir. I didn't. As I took it out the box & assembled it, it has never worked. Is there any way you can fix it for me?" & then he says, "LOOK, IT'S NOT MY JOB TO BE FIXING THINGS FOR YOU! OKAY!?"

Later, you talk to another employee about it, since the store manager is not in for that day, & the other managers are nowhere to be found.

So, the employee who you talk to about the rude guy, might say, "Oh, well I'm sure he didn't mean any harm. I know Jason. He's not like that. He might be having a rough day, or you might be perceiving his response incorrectly."

Answer 1

You are the customer and the other employee should have apologized for "Jason" and not defended him to you. It sound like you were treated extremely rudely and abusively and that is unacceptable. With the job market being so tough, at least where I live, "Jason" better watch the attitude, there are a hundred other people out there who really need a job. I wouldn't let this drop, go to the top. Write a letter, and also see the local store manager. Especially since you know this guys name. I would definitely complain until I got an apology and a free mouse! What a Jerk!

Answer 2

If you ever feel an employee is abusing you, immediately ask for a manager.  If no manager is available, I would be suspicious.  Obtain the name of t-h-e manager, when s/he will be in and leave the store.  

Make the call.  Leave out emotions.  Nothing goes against a complaint more than hysteria, unless the guy whipped out a gun or threatened to beat you to a bloody pulp.

Most stores want to project a professional image.  The response of the sales person was inappropriate.  The only error you made was talking with another employee, who seems to be friendly with his co-worker.  

Answer 3

I think it is fine. You had a bad first impression but person #2 knows the 1st person well enough to defend them. (Did you consider that they where friends and you offended person #2) The important thing is that someone helped you solve your problem, but maybe you should be careful about talking bad about people you don’t even know from now on. PS-Since when did it become un ethical to defend people!?!?!?

Answer 4

p**s ON THAT! You call the manager and tell him about the situation. If he acts the same way, tell him that the average person who has a bad experience somewhere tells an average of 5 people and those 5 people tell an average of 5 and so on. Then let him know that you posted a question on net about it. I hate it when places of business like that talk to people like we are idiots and trying to s***w them over! Places like that need an orientation on how to deal with people. The other worker was just trying to cover up for his buddy so there would be no repercussions. Sorry for your experience there and I feel for ya.

Answer 5

Go above anybody in the store, go to the main headquarters.

Answer 6

There has to be some kind of supervisor on duty with whom you can speak about employees who behave in such a shabby manner.  The co-worker should not have taken sides but should have directed you to the supervising person.

Answer 7

Ethically ? Neither. One can always defend another co-worker or person, but it would be good customer service to "listen to the complaint" with out prejudice of either party. Now if your asking if it is right or wrong then you may be asking about opinion's. And mine would be not to excuse that front desk person but listen to you and direct you to someone who can help you now at that moment. I believe that person who spoke to you in that manner should be disciplined and if I were there I would refuse to have him serve me.

I hope this helps. :)

Answer 8

he is a bad reflection on the rest of the staff, because that customer may feel "i am  never coming back here" based on that one bad experience. which is unfair to the rest of the employees who know how to talk to people.  Then when business slows down because less people like coming to your location. Then you suffer because Managment will start cutting back hours believing they don't need that large of a staff. they may even layoff a few people. its a domino effect that's why he has to be reported.