I’m working in a cellphone retail store in a fairly small town in Texas, so my manager and I can usually recognize our customers. One day, however, a lady walks in whom I do not recognize whatsoever. I figure she’s probably looking to switch over as she’s looking at the new iPhones and our rate plan sheets.

Me: “Yes, ma’am, how can we help you today?”

Customer: “Yes, I’d like to get this new iPhone and add some more hotspot to my line.”

Me: “Okay, I can definitely get that started for you. Do you have service with us right now?”

Customer: “Yes.”

I’m thinking that at this point, she probably just uses autopay or gets her stuff done online.

Me: “Alrighty, what’s your phone number?”

Customer: *Gives number.*

The number does not show up in our database.

Me: “Ma’am, can you repeat that back one more time? I may have missed a digit.”

Customer: *Repeats the same exact number.*

Me: “And this number is with [our cell company]?”

Customer: “YES!”

Me: “Okay, can I see your phone real quick? I’m gonna try and look you up by the IMEI of your phone.” 

Now our system does glitch out sometimes, but I’m pretty sure at this point that something isn’t adding up on her end. Sure enough, when I scroll through “about phone”:

Me: “Ma’am, it says here that you have service with [Completely different cell company].”

Customer: “Yeah.”

Me: “Were you looking to start service with us today?”

Customer: “No, I already have service, thanks.” *Storms out*

I should point out, the customer in question was not elderly, did not have any language barriers in place, and appeared to be both sane and sober. Even my manager, who has been here for eons, was looking at me afterwards with a very befuddled expression.

Last year, I was woken up by a telemarketer working for my cell phone provider, informing me that I’d have to update my data plan from 4G to 5G, increasing the cost of my plan by ‘only 10%’ for a year, and after that, it would be 50% more than my 4G plan.

Me: “I am not interested, period.”

Telemarketer: “But it’s up to 200Mbps!”

Me: “I don’t care, I don’t need that kind of speed on my phone, I am not going to switch to 5G no matter what.”

Telemarketer: “Why not?”

Me: “None of your business.” *Click.*

Immediately after the call, I realized she had said that I ‘have to’ switch to 5G, implying 4G was going to be discontinued, yet when I refused, she instead kept telling me that 5G is so much better.

That made me angry, as these sorts of deceptive tactics might actually work on the elderly, the tech-illiterate, and worst of all, on people with certain disabilities. Just as I was gathering steam, I received a text in which my cell provider asked me to rate the call. 

I told them exactly what I thought of the telemarketer’s predatory tactics, then to make sure they got my message, I emailed their customer service, and contacted their customer service through their live chat.

Later that day, I received an email from the company (not customer service) informing me that they had listened to the recording, apologizing for the telemarketer’s actions.

My 4G’s price went up a little bit sometime later, but nowhere near as much as the one-year offer on the 5G was. I don’t know if the telemarketer was supposed to say that I SHOULD switch because my plan’s price was going to rise anyway and for ‘a little bit more’ I could multiply the speed, only for the telemarketer to go off-script and unintentionally lie to me (she most definitely DID say “I have to”/”I must” switch, there is no other way to interpret the words she used), but in order to err on the side of caution I have to assume it was deliberate.

It’s my first day working at the customer service desk.

Manager: “Remember, just stick to the scripts you learned. Almost any customer query can be resolved from the books you learned.”

Me: “Got it!”

My first customer of the day, an older gentleman, walks up. He’s brandishing a smartphone.

Customer: “I need help with this thing!”

Me: “Of course, sir, what is the issue you’re having?”

Customer: “The stupid [Dating App] is showing me all the Black and Oriental women and I only want to see the White women!”

I freeze and look over at my manager.

Manager: “Sir, you’ll have to contact the makers of the app for that. We can only help you with your phone’s operating system.”

Customer: “Don’t you make the apps?!”

Manager: “No, sir, we just sell the phone that the apps run on. Any issues inside the apps, and you’ll need to contact the app maker.”

Customer: “Will they be able to tell me where all the White women are?!”

Manager: “Sir, all I can assure you of at this time is that we cannot.”

The customer throws his hands up in the air and storms out. My manager looks back at me.

Me: “Should I be taking notes, or…?”

It’s a quiet morning, so I’m leaning on the counter chatting with my coworker when a man walks up.

Me: “Good morning, sir. How can I help you today?”

Customer: “I need to block a number.”

Me: “Of course. If you hand me your phone, I can show you how to do that.”

Customer: “No, no, not my phone. There’s another line under my name. ‘A’ uses it. I want to stop ‘B’ from calling or texting ‘A’.”

I pause. This is not me censoring; he’s really saying ‘A’ and ‘B’.

Me: “…I’m sorry, who’s ‘A’?”

Customer: “Doesn’t matter. Just make ‘B’ disappear from ‘A’s phone.”

Me: “Well, the only way to do that would be for ‘A’ to block ‘B’ directly. Or, if you want something permanent, we can close the contract for that line entirely.”

Customer: “No, I don’t want to close the contract. Isn’t there anything else you can do?”

Me: “I’m afraid not. That’s beyond what we can control here. You’ll need to call the helpline for anything more technical.”

Customer: “Fine. I’ll do that.” *Aggressively walks away.*

My coworker wanders over, raising an eyebrow at my expression.

Coworker: “What was that about?”

Me: “I think… he’s a very protective dad.”

I’m working in a phone store, though technically I don’t need to. I’ve got a new job lined up, savings in the bank, and I’m counting down the days. Translation: my “give-a-d***” is running on fumes.

The other day, I get a call from a customer. Her account details appear on the screen, linked to the number she’s calling from:

Customer: “Do you have the [Phone Model] in stock right now?”

Me: “It’s not in the store at the moment, but we can order it in for you. It usually arrives in a couple of days.” 

Customer: “Well, that’s not good enough! I’ll just take my business elsewhere!”

Me: “That’s certainly something you’re within your rights to do.”

Dead silence. Then:

Customer: *Click.*

Fast forward to today. I’m behind the counter when guess who walks through the door? 

Customer: “I’d like to order [Phone Model].”

I recognize the voice and phone model. When I type in her account details, it’s confirmed.

Me: “Happy to help. By the way, how did looking elsewhere go for you?”

She freezes, lips pressed tight. No words. No excuses. Just a credit card shoved across the counter. 

I was surprised she was back so soon. Usually, it takes people at least a week to swallow their pride.