That return counter worker who actually solved my problem instead of giving me the runaround

I used to think customer service was always about fighting to get what you want, but one guy at the Best Buy in Springfield changed my mind last month. I was returning a $200 printer that had jammed three times in a week, and I walked in ready for a battle. Instead of asking for a receipt or pointing to a sign, he just said "let me guess, the paper feed is crooked" before I even handed it over. He told me he had three of the same model back that week and showed me a known issue on his phone. He processed the refund in under 5 minutes and even suggested a different brand that actually had good reviews. I left thinking maybe some workers are just stuck in bad systems and it's not always personal. Has anyone else had a rep who surprised you by actually knowing their stuff?

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