Customer 57 (lying)

I see this frequently, in fact recently. Customer came into our store and wanted to turn in their old phone so we can wipe out their remaining payments. That's fine we offer that program after 18 months and we wipe out the remaining 6 payments being as its a LEASE program. Customer hands us the phone and its damaged, cracked, bent, you name it ive seen it. I inform them you cant turn in a damaged phone you leased, they proceed to flip out on how its not their fault its broken and how its unacceptable we cant accept a broken LEASED phone back. The amount of times i say to someone have you ever leased a car? Have you ever leased an apartment? Same thing, you break it you buy it or fix it. They NEVER understand that and i just don't know why. They insist on using their insurance for their phone to get it repaired or replaced so they can turn it in, fine no problem here is your insurance deductible, pay that wait for your repair or replacement then we can take it back no problem. The customer always... ALWAYS freaks out WHAT DO YOU MEAN I HAVE TO PAY A DEDUCTIBLE!.... ok.... does your car insurance have a deductible? Does your house insurance have a deductible? Does your health insurance have a deductible? ALL insurances have it so why would you think otherwise. To top this off they spent 20 min trying to convince me their other insurances don;t have a deductible.... Soooo...... if that's the case your either lying to me (which you are) or everyone would have your insurance company. And it gets worse! After all of that we check the insurance and you have made 4 claims in the past and paid your deductibles.... soooo you know for a fact you have paid them, you know i can see you have paid them oh and one more thing, since you have made more then 2 claims this year your insurance cost has increased! As you proceed to tell me that's unacceptable as well.... well.... you should know how insurance works, they are in this to make money, you will pay more then what your insuring is even worth for a chance to even use it when 90% of people will never use it and the other people they do their best to drive away because they are not profitable....soooo.... not sure how you made it to adult hood, not sure how your address on your license indicates you live in a house and not a box not knowing this, not sure how you managed to get here driving your car without knowing this... do you even have a job? Most likely you have all those things i just listed meaning you HAVE INSURANCE AND KNOW HOW IT WORKS! Stop being annoying and wasting my time and go away