This.  Very much this.  For example, I use to have to deal with angry customers about trade-ins.  Now I can talk forever about trade-in values and stuff but I don’t want to address that.  I want to address this situation:

What killed me the most about trade-ins is that here in St. Paul, there are pawn laws (I imagine this is the case in every city), and one thing they do is that your I.D. CANNOT be expired.  Now, this isn’t even GameStop’s decision, but the state of Minnesota.  But I’ll never forget this man who not only insisted I do the trade anyway and just “put in whatever number,” then insisted I use my own I.D., but he then turned to look at his kid and said, “Well sweetie looks like you’re not getting your DS, because this lady won’t let me do the trade.”

And this poor little girl started crying so hard in the store, and just… how is state law my fault, or the company’s fault?  You just made your kid cry for no reason other than being a dick.