And todays “worst customer” award goes too…

The bitch on the phone that want­ed to return soft­ware that she bought a year ago and get the new ver­sion instead. After ring­ing around to the sup­plies and man­u­fac­tures and find­ing out that she had left it way too late she was unhap­py with that answer and want­ed to know what I could do for her, because she had spent “large amounts” with the store in the past (here is a tip, spend­ing $3000 at a com­put­er shop does not count as a large amount). Fur­ther she is now going to take her busi­ness else­where, cause I did­n’t do enough for her.
Why does every­one assume that the rules can be bent in there spe­cial case?