There's an idiot in our office which has caused me some headache. Let's call this bloke SOB, which I can guess you can guess the acronym. Okay SOB worked in Sales so therefore it's only befitting that he's trying to please customer as much as possible. So one day, he received a tender for 400 PDA units. In that deal, he made a promised to the customer that in any event of failure, our company would replace a BRAND NEW SPARKLING unit up to customer's door step.

Fine. So one day one of the unit malfunctioned and the customer called us for the replacement. Following protocol, our policies are only to replace the part that's faulty. However, customer keep insisting that they were promised a whole new unit. Tried to convince customer that is not the case in the support, our team were forced to escalate back to the Sales agent, which fortunately for us, is SOB. If only he have checked the after Sales condition, he wouldn't be in this condition.

SOB then got pissed off that Technical Support were unable to help customer with the event. He came over to my cubicle and shouted at me.

SOB: "You should be replacing the part for the customer."
Me: "That's true you said it yourself. But customer insist that you promised them a WHOLE new replacement unit."
SOB: "Isn't replacing part and WHOLE replacement the same thing?"
Me: "Well, it's already different in the English grammar, what makes you think that it's the same?"
SOB: "In that case, replace the part then for the customer."
Me: "I'b be happy to oblidge but as you see here, the customer refuse part replacement."
SOB: "I don't care, you get it done. I can't be the BAD GUY here."
Me: "Huh? Do you understand that Technical Support is unable to provide full replacement?"
SOB: "In that case, CONVINCE customer to take the replacement part."
Me: "Oh trust me, my dear Sales agent, I've tried. Customer is sticking to your promise."
SOB: "Don't you understand? This is a 400 unit deal and I can't be the BAD GUY!"
Me: "Then what you have in mind?"
SOB: "Er..."

Pushed SOB to work with customer service to go for the parts replacement. SOB was so pissed off at me that he gave my extension to the customer. What a wrong move! Never ever pissed off a Technical Support guy. So one day a call came in with some weird extension. So I picked up the call.

Me: "Talk to me." (since the call are not routed the usual way, I used my standard call greetings)
Customer: "Er... hello? Is this Jase?"
Me: "Uh, you're talking right to him. So what now? Credit card? Promotional material?" (usually we received lots of tele marketting call during working hours)
Customer: "No, I'm calling about the PDA..."
Me: "PDA? Why you got some discount on PDAs?"
Customer: "I got problem with it..."
Me: "So you have, what makes you think calling this line would make me help you?"
Customer: "Well, SOB said by giving this line, you're able to help me..."
Me: "Ah... I see. I think SOB has made a big mistake. You see, you're calling to the wrong line here..."
Customer: "Oh, in that case let me get back to SOB...."
Me: "I believe that's the correct move since such customer as yourself must have some special toll free to dial for support..."
Customer: "Thanks a lot!"

A minute later, SOB was jumping around that his plan backfired at him. Making a scornful remark over the email, I forwarded this to our manager. She called SOB and guess what, he was so pissed that he cursed at the manager and hang up the phone. So, she called his manager to get the whole thing straighten out.

Ah, I just can smell the sweet scent of revenge...