In the mid-1990s, I started working for a large computer company in the Midwest. Holiday season 1996 sales went nuts because they were first to market with an internal 28.8k modem, to the point that we poor schmucks on phone tech support were working 80-, 90-, and 100-hour weeks to try to keep the hold time down to two hours or less. We used to send out a VHS tape but had to discontinue that earlier in the year when someone at the video production company decided to splice adult content into the setup video, so no more setup VHS tapes were being sent out.
A lot of the calls had to do with setup, how to connect the monitor, the keyboard, or the mouse, even though the back of the computer was color-coded. But computers as household items were still relatively new, and there was a lot of hand-holding, old people trying to figure out that complicated AOL, maybe someone actually had a problem, etc. — all in all, pretty easy money.
Enter this dad on the line.
Me: “Hello, thanks for calling [Company] Computers. My name is [My Name]. Could I—”
Caller: “What in the f*** are you doing? How the h*** can you send out that computer with that on there?!”
He continued to scream for the next several minutes. (It felt way longer.) Then, he finally calmed down.
Me: “Well, I’m sorry to hear you’re having issues with your computer. Let’s see what we can do.”
I got his information.
Me: “Okay, so what software was on the computer?”
Caller: “It’s not the software. I went to try out AOL, and all of a sudden, when I typed in the browser, it was showing [adult content] sites. Is that some kind of weird joke you guys do there? I remember you guys were sending out [adult content] tapes to people.”
Me: “I’m sorry to hear that. The tapes were from a third-party company, and we fired them and destroyed any tapes.”
Then, I heard a voice in the background.
Male Voice: “Dad, I’m headed out for a bit.”
Caller: “Okay, brat, just wait a minute…”
Me: “Ummm, mind if I ask a question? How old is your son?”
Caller: “Oh, he’s fourteen.”
I decided this was the time to lead him down the path.
Me: “So, like I said, I’m sorry that showed up on your computer, but when we build your system, it’s never attached to a live phone line to test the modem, I’ll talk you through what we do.”
I talked him through opening a DOS shell and issuing a debug command to run a self-test on the modem, and he heard that lovely sound we all knew so well in the 1990s and early 2000s.
The line went silent, but I could hear his wheels turning.
Me: “So, you said your son is fourteen. Was he on the computer last night?”
Caller: “Why, yes. He said he had homew—”
The penny finally dropped.
Caller: “Oh, my God. I’m so, so sorry for yelling at you like that. You didn’t deserve it.”
I was grinning evilly. By that point, I was forty-five or so minutes into the call. My manager swung by to ask if it was all okay, and I waved him away.
At that point, I was hearing in the background of the call:
Caller: “GET OVER HERE, BRAT! I JUST SPENT TIME YELLING AT THIS GUY WHEN YOU WERE LOOKING AT [ADULT CONTENT] UNDER MY ROOF? YOU’RE GOING TO GET ON THAT PHONE AND APOLOGIZE TO HIM!”
This kid knew he was busted and busted bad. He meekly apologized for looking at the adult content. I was just trying to keep from laughing out loud. Then, there was a bit more yelling that I couldn’t make out, but it did sound like Mom joined in on the berating.
Dad got back on the phone.
Caller: “Once again, I’m so so sorry that I acted that way to you. I shouldn’t have sworn or yelled at you.”
Cue Mom in the background:
Caller’s Wife: “YOU DID WHAT?!”
At that point, the phone hung up. I had my manager pull the call because there were a lot of people who had to listen to it just for the humor aspect of the call.