The "Heavy and Sticky" call was not the first special call I got. I had completely forgotten about this one.
This was the second call I got ever. The lady was trying to set up her DSL. So I start going down my troubleshooting steps:
Me: Ok, what kind of DSL modem did we send you?
Customer: I don't know.
Me: Can you find out for me?
Customer: I can't.
Me: Why not?
Customer: It's not here.
Me: What do you mean, "It's not here?" (Thinking she meant her installation kit hadn't arrived yet)
Customer: I mean, I don't have it with me.
Me: Where are you ma'am?
Customer: New York City.
*looks up the billing address*
Me: Ma'am, my records indicate your DSL service is set up in Philadelphia.
Customer: That's correct.
Me: Why don't you call back when you're in Philadelphia and you have everything in front of you?
Customer: Good idea.
Me: Yeah. I thought so too.
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