This wasn't my call but I got to witness it in progress and hear it from two cubicles away.
A friend got a really irate customer who could not get his new phone programmed. He was the fourth tech the guy had spoken to and by then the customer was screaming. Myself and a couple other techs could hear this guy over the headset of the coworker who actually took this call. He had to pull the earpiece away from his head because he couldn't turn the volume down enough.
Now, to program a phone is a fairly simple process. You enter in ##, a six digit code, and maybe another #. The code is the master subsidy lock (MSL) or the one time lock or simply 000000. You need to verify at least one of the esn numbers, either the DEC or the HEX, or both by pulling the battery and looking under it at the back of the phone. This customer had been through all this at least once with every tech he spoke to and nothing worked. The phone just sat there.
Finally my friend had to ask the magic words "Sir, are you hitting the pound key or the star key?" This is what set this guy off so we all could hear him over the calls we were on. "I know what button the pound key is! Its the one I hit whenever I dial star 2!" After this the customer continued to spew forth a profanity laden tirade for a couple of minutes until he must've realized what he just said and hung up.
A true classic call. I've had other callers make the same mistake and just laugh and tell them it is the other pound key.
A friend got a really irate customer who could not get his new phone programmed. He was the fourth tech the guy had spoken to and by then the customer was screaming. Myself and a couple other techs could hear this guy over the headset of the coworker who actually took this call. He had to pull the earpiece away from his head because he couldn't turn the volume down enough.
Now, to program a phone is a fairly simple process. You enter in ##, a six digit code, and maybe another #. The code is the master subsidy lock (MSL) or the one time lock or simply 000000. You need to verify at least one of the esn numbers, either the DEC or the HEX, or both by pulling the battery and looking under it at the back of the phone. This customer had been through all this at least once with every tech he spoke to and nothing worked. The phone just sat there.
Finally my friend had to ask the magic words "Sir, are you hitting the pound key or the star key?" This is what set this guy off so we all could hear him over the calls we were on. "I know what button the pound key is! Its the one I hit whenever I dial star 2!" After this the customer continued to spew forth a profanity laden tirade for a couple of minutes until he must've realized what he just said and hung up.
A true classic call. I've had other callers make the same mistake and just laugh and tell them it is the other pound key.
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