Misunderstanding Of A Technical Support Wizard

(I work for a company that produces, among other software, a word processor. A customer calls in, sounding frantic.)

Me: “Thank you for calling [Software Company] technical support. My name is [My Name]. Can I have your case number?”

(The customer is very stressed and barely restraining himself.)

Customer: “SRX…”

(I check that I have the right customer.)

Me: “I’ll be happy to help you. What is the issue?”

Customer: “My word processor is not loading up, and I have to give this report to my boss in ten minutes! I demand that you repair your f****** software before that!”

Me: “Sir, I cannot promise any time frame but I will certainly work as fast–”

Customer: “NO! I NEED THIS FIXED IN NOW NINE MINUTES!”

(I stand my ground, as I’m going to be fired if I commit to a specific time frame. After two more minutes of pointless arguing…)

Me: “ABRACADABRA HOCUS POCUS SHAZAM!”

Customer: “What the f***?”

Me: “Is it fixed?”

Customer: “You think you’re funny? Of course not!”

Me: “Sir, I tried the magic way and it doesn’t seem to work. How about you let me work at it as fast as I can?”

Customer: “FINE!”

(Two minutes later, the problem was fixed and he was happily printing.)