IRL

The Monsters were never supposed to be real. Well, they certainly were never meant to fall in love. But the only thing predictable about human behavior is that it is predictable. The Monsters weren’t bad or evil. They weren’t like the characters from horror movies. No, when the Monsters were first created they were only innocent mistakes of human manufacturing, figments of computer generated artificial intelligence gone wrong; nightmarish faces pocked with inhuman deformities and surreal mutations. This was around the turn of the 21st century when phone and mobile applications became the preeminent way for people to meet new partners; the infancy of humanity’s resocialization. People had run out of other real people in real life. In order to create more data points, larger pools of people and expanding sets of users, companies created vast arrays of fictional people by amalgamating different people’s photos — thousands and thousands of them and all their differing characteristics.

So in the early days, the Monsters were kept from public sight. They were just images. They were twisted little mistakes of faces. They had two noses, ears where their mouths should be, chins in the middle of their foreheads and some were just cheeks — basically faceless faces, circles of flesh trapped without any discernible features whatsoever. But they were only images, nothing of any relevance to companies who had hoped to create vast libraries of faces for different needs of facial recognition technology; filters to parse through the many different faces of creations for things like candidates, potential voters, credit applicants and especially dating prospects.

As time advanced, though, humanity and its need to connect demanded even more people with whom individuals could connect, not just with each other but with whatever they could make up. So dating then became artificial faces. These avatars were pseudo beings, digitized people that could be created and then eliminated by the simple key-stroke of a software engineer, project manager or profile coordinator. In the end it was the boots on the ground, these profile coordinators that were the most critical for introducing the Monsters into daily human life. In people’s ongoing desire for more dating partners, more and more artificial profiles were created.

For several decades people sifted through endless accounts of both real and fake users. As society became more insular and people met “IRL” less frequently, these accounts weren’t just necessary but desired. People wanted variety, change, anything out of the ordinary to spice up their lives. Further, AI-generated computer functions could respond and interact with interested parties as if they were talking to real people — bots as they were known at first. Responses to the typical meet-and-greet questions were easy to replicate — humans were far less varied and unique than they thought were — little patterns and habits wrapped up into neat little bodies. The photos for such bots were even easier to produce and replicate. For most users the difference between real and virtual accounts were mostly indistinguishable. Humans were indifferent. If the corresponding person was real, terrific. Alternatively, if the profile was artificial, a bot, no one much cared. To pierce the veil and and try to connect IRL was more taboo than engaging with the machine itself. There was no desire to ruin the fantasy. Here ignorance was almost literally bliss.

Then, as the bio-generated avatar market expanded and synthetics were expanded, the charade of this digitized love proliferated in the following decades to the point of real “individuals” coming to life. Fake personas became manufactured cyborgs. This meant that a person could find a profile that they adored, loved, cherished and rather than leave such a relationship to the anonymity of interwebs, some companies took to making “real” individuals for IRL interaction. People could peruse the endless profiles of potential companions looking for a companion IRL.

Because the artificial personalities and their bots had become such an accepted and ingrained part of human coupling culture there was little pushback to demand for enhancements., he Monsters developed a greater presence in society. Their existence was more commonly accepted as they became better-integrated and easier to reproduce Their presence had already become a commonly accepted part of life for those seeking companionship. Already it was more common for humans to seek an artificial companion as opposed to another human partner. Although people continued to partner for family planning and lifelong nesting, having and raising children, spending months or years coupled with a “partner” avatar was not frowned upon. It was a custom; generally accepted.

When a human did find a corresponding avatar that matched what they hoped to find in a companion, they were able to request a meeting IRL. The companies in charge of such profiles would create the “individual” according to the specs and customizations of the specific bot which had been engaging with the human. They were then programmed to function IRL and meet their human ”partner.” They were everywhere and almost indistinguishable from humans. They could go to dinner, have a picnic, accompany humans to holiday festivities, meet to watch a movie and, more than anything, perform acts of sex and love. Whenever a human tired of this partner (either in the moment or in the long term) the artificial individual would return to the local company warehouse and be deconstructed. The parts were recycled, the data and other customer information used to improve the product and enhance marketing in subsequent versions. This was especially the case when it became clear there was an expansive demand for them.

___________________________

Adam had been “dating” Abigail for several months. He was smitten with her playful and whimsical nature. Adam was a chemistry professor at the local college. He was a particular man interested in very exact outcomes. He was well known at school for his elaborate spreadsheets. Students attendance wasn’t just graded based on being present but he took notes on who was early and who was late and by how much. Group projects weren’t just graded by the outcome. He required surveys from all group participants. Adam would upload the extensive answers from each group’s work and each group member rating their individual and group members’s performances. Most meticulously, he took notes on students’ questions and office hour visits and even tracked keywords that he would use to describe each student and their approach to the subject matter. Then he’d create and constantly rework the algorithm in order to quantify each student’s most minor movement and level of participation in his class. He was very particular and focused on data driven outcomes. This was part of his appreciation for BioLove’s romantic coordination, not just their attention to detail but their willingness to calculate its significance.

“All that fastidiousness, all my focus on the tiniest details… well, she just makes all that stuff go away,” Adam said to his friend Matt at a local microbrew. Matt had known Adam for years so he knew that Adam was referring to his compulsive, idiosyncratic particularities. They sipped low-alcohol Kombucha and shared a smokeless hookah with a hybrid smoke flavoring of apricot and lavender.

“You’re really into this version aren’t you? Abby, right?”

“Yeah, Abby… Yeah, last year I reset my preferences with BioLove. They made it real easy in terms of how to make changes and enhancements — better than some of the other companies. I kept looking for someone who would match all my idiosyncrasies. Everyone says you need someone that matches you. But after being disappointed in how much all these matches were like me, I went out of my comfort zone. You know that’s hard for me.” Matt nodded and prodded Adam forward. “So I set a few of the settings to be the opposite of myself at the recommendation of my BioLove customer service rep. Less rigid, more humor and spontaneity. I put that setting through the roof. I’m thinking that’s the best thing I could have done for myself.”

“BioLove, huh? I haven’t heard of them… well anyway. Sounds like a good call. You are so uptight as it is, Adam.” Matt giggled. Among Adam’s friends it was well known that he could be quite persnickety and literal, finicky like an old house cat.

“I know, I know. And so I think that’s why it’s going great. I mean, she has the long flowing hair. And I do love her dimensions. A great ass, small-ish boobs and then the sex — I mean, they shoved that kamasutra data inside her and she likes to put it to use. I have really been missing out… well, until now.” Matt winked shyly but he was happy for Adam. Adam had been hobbled by his own social anxiety and myopic mind, able only to focus on his job and meeting any goals or specifications laid out for him, either from himself or by his job.

“She’s coming back from the factory tonight,” Adam continued. “She went back in last night at our request. She acknowledged that she hadn’t really been evolving during our time together. We had spent so much time together that she hadn’t been back to the factory for any updates to the hardware or enmesh any new data points she had gathered from all our new information that the algorithms could harness We’d had so many new experience together and things were so good… well she hadn’t had any factory updates in months, man.”

“No one had seen you for a while, that’s for sure,” Matt interjected.

“Yeah. It had been great — but we thought a tune-up and yeah: even better. So she was getting a tune up-today and then coming back tonight to meet me. I told her we were meeting after work so she could just come meet us out here. I figured we’d be done around 7 or so. I know you have to get home for dinner and the kids, Matty,” he said with another smile.

“Well, I’m excited to see her. She should be here soon then, right? It’s almost six thirty.” They both looked at their devices for the time — 6:25.

“Yeah, I told her quarter to seven. Then you two can overlap a bit before you have to head out. You can report back to Michelle that I’ve got something healthy and normal in my life relationship-wise… finally.” The two shared another shy wink.

“You’ve been trying so hard to get a meaningful connection. There’s something about trying too hard… but then sometimes it’s worth it as well, I guess.”

The joint was pretty packed by that time. All the tables were full and almost overflowing. If there wasn’t a couple nestled at a table for two then a raucous crowd was filling out the four and six tops with empty drink glasses and smoking the electric hookah vapes. The walls were a warm brown, nothing too bright. Just brown enough to hold a warm light and dark enough to absorb the hookah vapor.

At ten minutes to seven, Abigail showed up. She was tall, thin and leggy. She had a lovely black cocktail dress on. Her clutch fit nicely in her hand as Matt looked her up and down. She was white with nicely bronzed, tan skin. She had breasts that were neither too big nor too small; just her slender hourglass figure. And above it all, with her bronzed and lovely skin and flowing black hair curled and drifting to the small of her back, were her three, beautiful green eyes sitting above her button nose. Matt knew better than to stare and her figure was so wonderful he continued to look her body up and down in the dim light. But his gaze quickly returned to her three eyes, which blinked in unison as he stood up. He got up out of his chair and she extended her hand for him to shake. But Matt was a warm individual — so happy to meet her — and in looking right past all the normalities and abnormalities he pulled her in and gave her a warm hug.

“The woman I have heard so much about! It’s lovely to meet you Abigail.”

“Matt?” She asked and he nodded in response. “I’m very excited to meet you. It’s been longer than it should’ve, I think. But I suppose we can blame Adam for that.” She winked her left eye while the other two stayed still. It caught Matt off guard but she was endearing, with her face and mannerisms. Again, he knew to just smile. He knew she meant nothing but the best. They continued chatting for a half hour or so before Matt left. He stayed longer than he meant to but he was happy to finally meet Abigail.

“What happened at the BioLove today? Everything went alright down at the factory.” Adam asked when they got home.

“I don’t know. I’m not made to know. It’s when I feel most like a product… you know?” She paused and went over and gave him a gentle kiss as they both undressed for bed. “They put me into the Ether, that’s the name they call it, where I just lay on a bed. I passed out then I just woke up.”

“Well, if they do that, why don’t they flip a switch? Can’t they just turn you on and off?”

“They can, but my understanding is that it’s better for my organic components. It’s crude but it’s analogous to cooking a steak. You don’t just pull it out of the refrigerator and throw it on the grill. You let it sit and get closer to room temperature so the muscle fiber is less shocked when it hits the grill’s heat.”

“Did you just compare yourself to a steak?” Adam giggled.

Abigail could tell Adam had had a couple drinks. Her programming was working better because she has noticing more subtle behavior from Adam, “Maybe … are you drunk, Adam?”

“Can you tell? Wow, those updates worked great. Can you smell it on my breath? Or were you counting?” He asked.

“More subtle than that. Your speech is a touch slurred. And you’re being a little silly. When you’re sober you’re just really serious. I guess those software updates really were helpful. I just can sense more about you.” Whatever it was, the mood between them was certainly pleasant. Adam went to Abigail and kissed her softly on the neck. She leaned into his caress. She turned around and their eyes locked. He loved to look into all of her eyes. He would search each of them for an emotion or reaction. They would widen and close, an eyelash would bat or a pupil would roll back. He loved their emerald color and how they set against her beautiful skin and cute nose. She was so adorable to him. He took off her underwear and he laid her on the bed. She put her hands on his head as he went down on her. He delicately took his time until she was wet and she pulled him up to her. This was a usual routine — they knew it well and enjoyed it. He took his boxers off and entered her. They made love for the first time in a few weeks and it was wonderful. They slept well that night in each other’s arms. He felt whole and she, having been back to the factory, felt more in tune with him. They slept late until the next morning, warm, comfortable and happy.

__________________________

The summer season had Adam and Abby very active. Weddings of friends, camping trips, late days hiking and backyard cookouts. They were in the best time ever of their relationship. They were emotionally in sync; Adam was so comfortable and in love with her now — he knew it was love, he hated any moment when he was apart from her. There was no awkwardness or shame at his dating and living with a “Monster.” Abigail felt fulfilled as a result of her software updates, returning back to Adam better-connected, feeling as close to him as she could given her synthetic genesis. Her circuitry left her in tune with his habits and patterns. She was able to better process data from his coming and goings, his reactions and habits, even his choices and decision making.

It wasn’t until a few weeks later that the real shock came. Adam came home late one night and Abigail was crying. She was wiping her eyes and staring out the window. She looked up and, before he could ask, she said the impossible. “Adam, I think I’m pregnant.” Adam froze in his tracks. A smile came across his face and she continued, “I’m not joking Adam. I’m… I’m serious.”

“Well, well, I didn’t pay for that… I didn’t think you could get pregnant… a scientific and biological impossibility!” The scientist in him was taken aback at the theoretical impossibility of the situation. But he loved her so much. His humanity leapt with joy. All he felt, at his core, was excitement at the chance to become a father… to become, “Dad.”

“I have no idea. I am as they created me. I have no idea, ADAM.” Her voice tightened and lightly cracked in frustration. “I just know that I’ve been gaining weight and I felt something kick last week. And it’s kept up. Something has quickened inside me and I… I just know this is real. I don’t know what to do. I have no idea how this is possible. But I need to tell you.”

“Well that’s not very scientific. It could be anything.”

“Adam, don’t turn into a chemistry professor on me right now dammit!” He stood back, this was evidence of some of the new emotional programming from her last factory update — she hadn’t ever really pushed back so emotionally on him before. It hurt him a little bit but he also felt happy she was acting in such a human way; in much the same way her potential pregnancy excited him.

“I’m sorry, I’m sorry. I mean … well, nothing in my contract warned me about a pregnancy. So if you are pregnant, something is very wrong.”

“I know! I know!” And she just burst into tears. She put her head down and all her eyes just poured with tears. Adam went over and put a hand on her shoulder as the shock began to pass.

“I do love you. Honestly, my first reaction is that I want to have a baby with you, I just want to…” She pushed his hand away as he tried to pull her closer and she just looked up at him with all her eyes were bloodshot. She was furious. But she softened and after a few deep breaths she let him pull her close until his arms were wet from holding her — her crying eyes absorbing into his shoulder sleeve. She looked at him; shocks of fury, sadness and surprise shot between them like lightning bolts. They just stared at each other in silence as they both began to cry. They had no idea what to do at that moment. Adam sat down and she followed him into the adjoining chair where they held each other at the kitchen table while they both cried in each other’s arms.

“We’ll call the company tomorrow and see what the hell they have to say,” Adam finally said. “I’m not mad. We’ll figure this out. We’ll figure this out. Let’s not keep freaking out about it tonight.” He took her hand and led her in to bed where they were exhausted and then they quickly fell asleep in bed together.

Adam called BioLove customer service the next morning. He sat at the table twiddling his thumbs in the empty kitchen. The walls were clean and white, everything put away nicely. The trash had the weeks’ worth of take-out. Other than that the kitchen was almost ornamental, a place where he could take it easy and feel comfortable. But it also wasn’t an entirely well-worn room. Eventually, a customer service representative came up on the hologram call. She had long, dark hair and a round face. Sitting at her desk, her makeup was heavily applied and her voice was deep for a woman, “I’m happy to help you sir. I’m your customer service representative today. May I have your model’s company ID number?”

He fumbled through his mail for the latest payment notification. He pulled up the email and found the number, “2F87WS2305.”

“Ah, the 2F models sir, thank you for being such a valued customer. What seems to be the issue?”

“Now this is a big hypothetical, but what if I told you that my model seems to be pregnant.”

“Are you serious, Sir?”

“Well, it’s just that…”

She interrupted him, “Sir, I’ll tell you that we don’t believe such an event is possible. There are a number of other issues which might lead you to believe that. But, in looking at the file, it appears she was recently returned for a software update, about 3–4 months ago, correct?”

“Yes, that’s true.”

“Well, there may be a glitch in that update. She might be retaining water per the latest biosynthesizing update or she might be gaining weight because of new temporal adjustments we made so that weight fluctuates in seasons…”

“In summer? I mean, people usually lose weight in the summer.” Adam interrupted.

“Well, she certainly can’t be pregnant though, Sir. Would you like to make an appointment for scheduled maintenance on your Model sir?”

“I’m reluctant to just bring Abigail in, but I suppose that might be best. If there’s no issue by the time of the appointment we can just cancel.”

“That’s correct, Sir. Better safe than sorry.”

“Ok. Do you have something next week?”

“I do.” And that they made plans to bring Abigail to see someone in the morning on the following Thursday.

He went back into the other room to let her know about the call, “They say you can’t be pregnant.”

“But I am! Here, feel this.” Abigail took Adam’s hand and put it to her abdomen and he felt it again much like before. “It is kicking right now, Adam!” He looked up, astonished, but still full of pride that she might really be pregnant.

“But they say it could be a glitch in the software update from a few months back.”

“All I know is that, this feels very much like they say human pregnancy feels. You know how I spent that week about a month ago sick with the flu? What if that was morning sickness? When I was reading up on the webs about it and accessing some of my data banks that’s what it felt like.”

“C’mon Abigail. I want you to be pregnant, I honestly do. But it’s a scientific impossibility. They say this can’t happen — they insisted to me this can’t happen.”

“Adam, I’m telling you that if I’m pregnant, and I’m sure I am, this will be the last you see of me. When we go in, they will consider this a manufacturer defect and I’ll be gone. There’ll be no alternative.”

“And if I want to keep this child with you?”

“They won’t let you keep a Monster, Adam, much less a Monster’s baby. Imagine the can of worms this opens up? Is this really a baby? Is this really alive? Is this really yours? I mean, I’m rented property to you for fuck’s sake. I’m on a goddamned loan to you. No one ever gets so attached to their mate.”

“Abigail, I love you though.”

“Oh Adam, I love you too but I cannot imagine they care.”

“You’re so normal and abnormal. You’re this perfect combination of different but the same. And you know I only mean that in the best way possi…”

“The best way possible, Adam. I know. I know.” She stepped close to him and took his hand. They held each other tightly. He put his hand back on her belly and felt the quickening. There must certainly be a little baby in there. His little baby Monster. The thought excited him so much. He had spent so much of his life looking for someone to partner with him; someone that could stand him; who he could stand him and all of his idiosyncrasies. He was living the dream, being accepted by someone else despite his faults. To Adam her “unnatural” nature was unimportant to him. She was naturally fit for him; made for him. There she was, literally out of a catalogue, delivered from a factory. But she was a dream come true to him and now she had his baby.

“Abigail, I still think we have to trust them. We need to make sure that you are okay and that this, whatever this thing is,” he massaged her slightly distended belly and kissed her, “whatever this child is, that it’s cared for.”

“This isn’t like going to the doctor though. I’m not one of you. For fuck’s sake. I may be sentient but legally, I’m more like a fucking car than a person.”

“Well, I mean we can look at the contract. Maybe there’s something in there that…”

She cut him off again, “I have to be alive to be treated like a human being. You can’t start talking about my life based on what terms are in the contract. I’m telling you if you take me in, they’ll shut me down. Basically, for all that matters to us, they’ll kill me.”

“We need to make sure you’re okay, though. What can I do to get you to go in?”

“I understand that even though I have my own thoughts and my own actions, they are built to correspond to your needs. I am okay with that. That function of me makes me feel… I feel happy — as if that sense of programming is right for me. I mean, it is literally unique to me. It is my reason for being — raison d’etre. I don’t know where the line is between proper programming and real desire is, but I know that I love you and want to make you happy.”

“I love you too — so much.” He continued to keep his hand pressed to her midsection and felt another kick. It brought a tear to his eye.

“But according to them I cannot make my own decisions. I cannot be a real person. Legally I am fake, artificial. I mean, you can’t be alive if you’re only a piece of property. I shouldn’t be able to procreate. I don’t have free will…. My instincts and wants are to make you happy. But I have a baby inside me — one way or another — that I know, which is ironic because that does make you happy. It makes me happy. And I certainly want it. I want to keep it… with you. You! I want to be your family, your wife…” She also began to weep. She took several deep breaths as she cried into Adam’s shoulder, “A mother. I want to be a mother. For you of course, but I feel this intrinsically, for myself as well.”

“I am the customer. I want to have you as my wife. I want to marry you. I want you to have my children. All my baby Monsters. Let’s go in and let them examine you. And I will tell them that no matter what, I want to make sure you are returned to me. That you are mine — to live with me forever, my wife. Whatever the cost or the sacrifice, nothing would make me happier. But for the sake of our baby, we need them to inspect you and make sure you’re definitely pregnant and that everything is okay.”

They sat there together holding each other. Their tears conjoined forming single drops of emotion as they kissed on the bed, holding tightly to the other’s body so as to create no separation, no distance, no vacuum, no chance to be apart. They kissed more and more until they had disrobed slowly, deliberately. They made slow love with no regard for time or copulation, they just tried to make each other feel complete, totally human. Adam searched all three eyes for the happiness she was struggling to find amidst the frustration of the situation. They were delighted to have finally found a family in one another but they both knew that in one fashion or another it would not be that easy. Still, as they came and rested together, they were in silent agreement at that point. She was willing to go with him, they were willing to try.

_____________________

Abigail sat in the waiting room at the BioLove clinic office and Adam spoke to the front desk, “Well, I would like to speak to whomever is in charge. I have some real concerns about this visit and about my contract. I just want to make sure that I can work and stay with Abigail throughout today’s check-up.”

“Sir, I understand there may be some issue with your unit. We’re happy to help you. I want to track down the manager but can I tell them what the issue is?

“I believe Abigail is pregnant.”

“You think your unit is pregnant, Sir?”

“Yes I…”

“That is scientifically impossible sir.”

“Well, one way or the other, I want to make sure she receives care for her issue and I want to help us get through it.”

“Sir, I’m not… Well, that’s not for me to say. I will take this information to my manager personally and they will come discuss whatever malfunction there may be.”

“Her name is Abigail and this is not a malfunction.”

“Yes, sir. As you wish. I will go and get my manager, just a moment.” She left and Adam returned to the waiting area with Abigail sitting on the bench. They held hands and looked lovingly into each other’s eyes.

“We’ll get through this. Don’t worry.” She nodded and pressed her head into his neckline for warmth and comfort. The manager came out just a couple of minutes later and Adam followed him at his urging back to his office. “I’ll be right back.” With that he pushed his hand out to her to indicate concern, to let her know she just needed to be patient.

In the office the manager began speaking, “I hear you have a malfunction in your unit.”

“I think she’s pregnant, but it’s not a malfunction. I just want to figure out what is best to do.”

“Well sir, off the record I will say that several new units after this software update have been impregnated. Because of the language in our contracts we are happy to offer you a replacement or a refund. We apologize for the inconvenience.”

“It’s not an inconvenience. I’m okay with this. I will buy the model off you. I will increase my payments. I’m in love with this person. She’s carrying my child. This isn’t an inconvenience.”

“Sir, with all due respect, you’re talking about a machine. This is an object. And quite honestly, our lawyers have issued a policy saying that we cannot accept liability. We don’t know what to expect from our impregnated models. I understand you’ve grown attached to this model and so we are willing to offer you a replacement. If you insist we’ll even allow ‘Rental’ free for the next year because of the difficulty this has caused you.”

“I don’t want that. I want you to inspect the child and…”

“The fetus, Sir. We refer to these as fetal malfunctions. Let us at least use the word ‘fetus’ since you are struggling with our use of the word malfunction.”

“You don’t get it. I want her to be okay. I want her to be with me. I want her to have this child!” He was getting frustrated.

“Fetus, Mr. Gottlich, fetus. And I am very sorry about all this. I need to point you to the underlying agreement where you have leased this unit from us. All underlying aspects of our business are based on you renting this product from us.”

“Well, I am very agitated and I don’t know what to do. I would like some more time to think about how best to go forward.”

“Absolutely. I understand. Please know that we are happy to offer you a similar replacement and as I said, we can refund your money for the last few months or provide the new replacement at no cost for an entire year.”

“It’s not that. It’s that I…”

“Fine, sir. We are happy to waive the fees for 24 months if you wish.”

“That’s not what I want!” Adam was very frustrated and now he was worried about how this would all work out. How was he going to explain this to Abigail. Whatever solution required him making sure she and the baby were healthy, which included maybe even taking her to a real obstetrician. “I need to take some time. I am going to get Abigail out in the waiting room and I’ll be back in touch.”

“Sir, let us know which option you’re going to choose. From there we will accommodate you as quickly as possible. Know that this is difficult for us too. But as the owners of these units we need to be very mindful of everyone’s safety, yours, ours, the public at large.”

“What does that mean?’

“Sir, these are our units and we need to work together to make sure we get to the best, most legal solution for ever…” Adam, didn’t let him finish. He stood up and walked out of the office. The door closed tightly behind him as he slammed it shut. He walked down the long corridor. He heard the door open behind him and the footsteps of the manager follow him out. He walked briskly to the lobby at the end of the hallway. Opening the door he immediately began to speak to Abigail, “Let’s get out of here. We need to go home and th…” As he stepped into the middle of the waiting room he realized there was no one there. Not her, not any other customers, not even the person at the intake desk. She was gone. His heart sank and disappeared like a stone thrown from a boat. He immediately realized what Abigail and the manager had both been trying to tell him.

The manager stepped through the door a few seconds after and put his hand on Adam’s shoulder. Adam could feel him trying to convey sympathy but he also knew that was not actually the issue nor was that actually on the manager’s mind. As he gripped Adam’s shoulder he repeated what he had said before, “Mr. Gottlich, as I said, we are very willing to offer you a replacement. Otherwise, we can discuss how best to provide you a refund for the malfunction with your unit.”