Unfiltered Story #104372

[I’m registering a customer’s coffee machine for our warranty and repair program.]
Me: Which model of machine did you purchase?
Caller: I don’t know, but I have the user manual here. That should say it, right?
Me: Yep, it should be right on the cover! What does it say?
Caller: It says [brand].
Me: Ok, that’s the brand, and then it says the model name?
Caller: It says [brand] and it has a picture of the machine.
Me: Hmm, ok, let’s try to figure it out another way. How many cup buttons does your machine have?
Caller: Three, I think.
[I ask a few more questions to confirm the model, since she doesn’t seem sure. In fact, she doesn’t seem sure of ANYTHING about the machine’s appearance or functionality, despite having a user manual with the picture in front of her. It takes several minutes for me to narrow it down.]
Me: Ok, it sounds like you have a [model name] machine! I have that one at home myself, so I can tell you it’s a great machine.
Caller: Oh, that must be why it says [model name] on the cover of the user manual!