The thing you need to realize is that Crappy Tire has the worst policies of any major Canadian retailer.
Consumers are used to the good policies from other retailers, and haven't yet realized that they are so much worse at Crappy Tire.
Also, people grew up being loyal to Crappy Tire, because it used to be a good store, and don't realize that they will be ripped off there.
Or, maybe they have shopped at one of the Crappy Stores that doesn't suck quite so much, and are shocked by the poor service at a sucky store.
Keep in mind, some Crappy People like to claim that the Crappy Policies are "the same" as the other stores, and write posts saying consumers can return things if they aren't satisfied, and talk about "code 50" or "code 55". When those customers are refused reasonable returns, they naturally become upset.
You seem to think that Crappy Tire, a very large retailers, is somehow at the mercy of manufacturers, who refuse to stand behind what they made, so poor Crappy Tire is helpless to stand behind what they sell.
But Crappy Tires agreed to these restrictive return policies, in order to get products at lower prices, and then CT sells them for less than their competitors. After all, the other stores have better polcies, for the identical products.
So it's a problem that Crappy Tire created for themselves, but doesn't want to take responsibility for.
You should also look into the difference between a "warranty" (which the manufacturer provides" and a "return policy", which is offered by the store. Very different things, and only Crappy Tire tries to make them one and the same. Every other major retailer offers refunds and exchanges for defective items, and doesn't try to hide behind some 'warrnaty' that the manufacturer provides.
Regarding the "rental" idea, I agree that's dishonest of customers, and shouldn't be allowed. But other stores have the same issues, and don't treat their innocent customers like thieves.
Customers shouldn't be rude, but you have to understand that you are breaking the bad news to them that they have been ripped off, and that they made a mistake by buying from Crappy Tire, when they expected CT to stand behind what CT sold them.
Once consumers get used to the new rules, learn what a rip-off Crappy Tire is, I think the customers will be less shocked at the poor service you are expected to provide them.
Really, the problem is that consumer haven't yet realized how much Crappy Tire sucks!

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