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(I am in IT for large company, with multiple locations all over the Canada. I got a call from a business unit located in another province)
Customer on the phone: “Hi. My computer is not working.”
Me: “Okay. What’s your name…”
(After 5 minutes I got all the info I needed)
Me: “I'm sorry, I cannot remotely access your computer. I'll have to inform your local IT team to come and resolve this problem. It's 6am in your location and IT starts at 7am. They will come and fix it in an hour.”
Customer: “No. This is critical. You come and fix it.”
Me: “I'm sorry, you probably do not realize that I'm located in Ontario and you are in British Columbia. I cannot come and fix it.”
Customer: “Okay, okay. You’ll come and fix it now?”
Me: “No, there are thousands of kilometers between us. I cannot come and help you.”
Customer: “Okay, okay. Production has stopped, so you come and fix it now.”
(At this point I have big dent in my office wall exactly matching shape of my head)
Me: “Okay, Sir. I'm coming to fix it. But I don't know you, so to make it easier for me to recognize you please stand in the middle of the production area and raise both your hands so I can find you easily.”
Customer: “Okay, Okay.”
(I received no more calls from him–he’s probably still waiting for me with his hands raised over his head)
