I work in a Help Desk center for a university, we typically get calls from students, but sometimes we get calls from Faculty and Staff. Today, the same person had called over a dozen times, and it was only noon.
I came in, and then they called. I gave my usual introduction.
Client: I can’t access my voicemail on my office phone!
Me: Okay, are you getting any error message?
Client: Yeah, I’m entering the default passcode, but it’s saying I need to use my ID and hit pound.
Me: …And have you tried that?
Client: No, why would I?
Me: Give it a try!
After this, she just hangs up then calls back about an hour later.
Client: Now the phone is locked up! What the hell did you do?!
Me: I can’t access the phone in any way, ma’am, did you enter your ID and hit pound?
Client: No, I entered the default passcode and then it locked up!
Me: Okay, I’ll send a tech out, but I’ll need to verify some information first.
I ask her for the usual, DoB, ID number, Room number, etc.
Client: Why the hell do you need that? Just fix my phone, asshole, I’m not telling some asshole my personal information.
I could see all her information already, I just had to ask to verify. After a bit of a difficult back and forth, she gave me her office number and hung up angrily. The technician went to the room and she wasn’t even there, having gone home early. He checked, though – her phone wasn’t locked.
Later, her husband, another faculty member, called, furious that someone had called his wife “a bitch” on the phone. I hadn’t.
Luckily, we keep a transcript of all support calls, so my boss informed him that we could sit down and listen to the conversation if he was concerned.
He never came in.