I wasn't abusive and was really pollite IMHO. 4 returns in one day got him angry i believe. Then the icing was when #4 sheared the mechanism right in front of him in the parking lot. I've had a history with this local store though. They refused to replace/repair a torque wrench with a bad wratcheting head even though it clearly states on the package that all MECHANICS are guarunteed forever. The guy just kept stating torque wrenches aren't covered, even though the package clearly stated calibration wasn't but mechanics were. I did get rather unruly then, but this was months prior. I guess he just held a grudge.