Some backstory if anyone is interested.

Alright so I worked quite a few shifts at my last job as a rep. I worked 8-5pm, 4-1pm. Even in the end when I put in my notice and felt pressured into working part time I worked 5-10pm. Truly enjoyed working the early shift... no calls came in for 4 hours so it was rather smooth, but boring. Of course this has nothing to do with my favorite shift.... I have a story for staying late during my 8-5 shift.

Now the company I work for has if they are lucky 10 reps at a time, and about 4 support staffs. Now that is only during the big 8-5 hours during weekdays. Weekends and early/overnight shifts had maybe two people at a time. I put in a notice to my supervisor stating that I need to leave early one day for my dentist appointment. She decides to give me the whole day off for whatever reason, so I email my manager to see if I can still get in 40 hours. She lets me work 8-7pm for that week.

Story time.

2 maybe 3 reps on the phone and one support. A customer calls in stating his system is beeping. I pull up the account and hear the beeping myself. Of course the beeping I hear is not the one from his system, so I ask if he has any inhouse smokes. He has one, but is adamant that it's his system. Tell him to power it down. This is when it gets kind of frustrating for me, and him. He can't open the box for whatever reason. I myself know that the boxes do sometimes require a bit of force to be opened. Something similar to a super tight cap on a litre of soda. Not a lot of pressure is required at all.

So I go ahead and tell him to apply some pressure. Obviously what happened next was not going through my mind. I don't know if doesn't understand the concept of some pressure, or when to stop but he rips the box off the wall. Complaining now that it didn't stop the beeping and his hand is bleeding and he is on blood thinners (Honestly that info was not needed, but whatever). I call my support and she tells me to advise him charges may apply as the troubleshooting on our side shows that it's not his system (we can see troubles on the system, and there would be a lot of errors popping up if he removed the main box off the wall). I tell him and he gets ecstatic. Call support again and she tells me to just schedule him and to call back to have it approved (was still in my training period, to be honest I never really got them approved as I knew what I was doing, and was also approving other peoples schedules... idk how that works but w/e). Scheduled for Tuesday since he called on Friday. He wants to speak to a supervisor, so I transfer.

In the end nothing was wrong with the system, nor his hand so we charged him the service fee.

TL;DR Customer ripped the box when asked to apply some pressure

Wish I didn't have to hold the customer's hand in the most simple of concepts.