No exception before and none now

Standard mobile formatting intro here.

Keeping things vague to make sure I’m not identified.

A little background. I take escalation calls for my company for any reason an escalation is needed (and a lot of times when it isn’t)

So this customer calls up asking for an exception for a device that is getting warm to be replaced. As verbatim as I can remember because I try to forget the verbatim because I have better things to put into brain storage. TL;DR at bottom.

Actors are as follows M: Me, EC: Entitled customer TA: Transferring Agent

M: Thank you for calling escalations my name is SiriusDarkblaze. Can I get your first name and call identifier information?

TA: Yes it’s, transferring agent and ID number.

M: Thanks. How can I help?

TA: So EC is calling in because he was promised an exception to replace his device but apparently previous agent failed to put it in.

M: (cue me researching and finding that call and other calls about previous denials.) Ok. Well I have found the case but I don’t see the approval. (Redacted for brevity) Go ahead and bring EC I’m over.

TA: Transfer script

M: Hello as they said I am SiriusDarkblaze in escalations. How can I help?

EC: Proceeds to tell me whole situation again

M: Thank you, I will look into that now. (Since I already did I can see the previous denials and find more extra information.)

M: I have looked over everything and I can’t grant an exception at this time because of past exception denials for this issue and a cracked display.

EC: My display isn’t cracked.

M: (getting a huge red flag now since there were notes from multiple people about a cracked display and getting it replaced outside of our network off centers will void any warranty on the device.) Well I do apologize sir but I’m unable to grant you an exception at this time.

EC: Well get me someone who can.

M: Alright sir I’m going to place you on hold for this time frame while I get someone.

M: Transfers EC to next agent who reiterates what I told him.

TL;DR: Entitled customer calls in to get an exception that wasn’t documented for a new device, has a magically fixed cracked display that had to be fixed outside of approved repair places and then wants us to replace the device without troubleshooting and with those modifications on it.

submitted by /u/SiriusDarkblaze
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Why do we even bother talking sometimes?

I just need to vent