Cactus International, Inc.

Mr. [redacted]'s employee came into our store with a computer and asked for [redacted], one of our employees. I told her that [redacted] was not here. He had a scheduled appointment at 1 p.m. and it was 1:10 when she came in. She did not have an appointment for a particular time.  After being told [redacted]...

was not here and might not be back for a couple of hours, she left.
When Mr. [redacted] called and talked to me, I could not understand what he was talking about. I told him I would call [redacted] and learn what was going on. [redacted] was not reachable immediately by cell phone, which I relayed to Mr. [redacted]. Then Mr. [redacted] began a tirade on poor service, and "Is this the way you treat all of your customers". Mr. [redacted] had still not told me what it was he wanted.
Finally, he said that he wanted an operating system CD for his HP laptop. There are two types of CD's, ones specific to the computer and ones that are OEM. He wanted me to give him a copy of one of the OEM CDs, which would be both a violation of our licensing agreement with Microsoft and copyright infringement. I didn't know what [redacted] promised him, but I told him I was unwilling to give him the CD. He apparently considers my refusal to break the law and my contractual agreement with Microsoft as poor customer service.
I tried to convince Mr. [redacted] to get the legal HP Windows Vista CD from HP but he did not like the idea and wanted us to provide an OEM CD, which I continued to be unwilling to do.
Later, when [redacted] returned, I asked him if he had promised to give Mr. [redacted] a copy of the Vista installation CD. He said he had. We then had a long talk about what was and was not permissible under copyright law, so this will not happen again, however we still cannot legally provide the software the customer expected. The only thing we can do is apologize that he was misled.
I'm very sorry.