When I worked at Best Buy 10 years ago (woah.. damn, I am old) I had more than one screaming match with a customer because we wouldn't accept opened software. Legally we just couldn't. (This was in Denver, CO.) We could exchange it for the SAME software.. we just couldn't give you your money back. It didn't matter if it blew up your machine, killed your grandmother, and burned your dog beyond recognition.. we couldn't take the software back due to piracy laws and our contracts with the software companies. I had customers call me a bitch, a c**t, and an asshole, but I had to stand my ground and say "sorry, due to our contracts with the software companies and local laws I simply CANNOT take this software back." But, I will tell you a little secret. In all my years in customer service, I was 2000% more likely to do my damnedest help you if you treated me with the respect due to any human being. I suspect that most people in the service industry are like that.