Since this thread is sort of a customer service vent.

I just got back from Kmart where I wanted to exchange a defective Onslaught for another of the same. The lady insisted on crediting back my card and wanting me to go repurchase it. I'm a bit late with that card payment so I couldn't repurchase it and said I just wanted to exchange it for the same item. She said that wasn't the way they did it. I then said I didn't have the card and she said I therefore couldn't exchange it (). I requested the manager and then she conveniently said she'd make an exception and do the exchange. I said I wanted the manager anyway. She then said they're in a meeting. I asked for the policy. She pointed out the policy said that for a [change-of-mind] refund they have the option of only putting it back on the purchasing card. I showed her a paragraph in the same policy which said for defective items they have the option of repair, exchange or refund. She said she knows the policy and that's how it works. She exchanged it for me anyway.

I think this is an example of how some of these alleged customer service folk take pleasure in rejection. They need to pick their audience more wisely