SO
A customer came in yesterday wanting to upgrade his phone to the iPhone. Here's the problem... he was a T-Mobile customer. I told him we don't sell the unlocked version of the phone, and that we couldn't unlock them here. The only way for him to get an iPhone from us was to get a new line of activation + 2 year contract with ATT.
He told me that I was full of crap, and that the only reason I was denying him the sale was because we didn't make as much commission on unlocked phones as we did on contracts. WE'RE NOT ON COMMISSION. I tried explaining that to him, but idiot boy wouldn't get it. He told me his friend had bought the iPhone at my store, blah blah blah...
I told him that he may have bought the phone, paid the early termination fee, and got it unlocked, but that we didn't do the unlocking at my store. He started cursing me out and wanted to speak to a manager. Unfortunately, the only manager available was an idiot, and proceeded to agree with the customer and told me to unlock the phone and sell it to him, and that I was on the verge of losing my job.
Without saying a word, I whipped out my phone, called the regional mobile manager (about 30x more important than the manager in front of me), explained the situation to him, and he very calmly told me to hand the phone to the "retarded manager."
I couldn't help but grin when I heard the screaming from the loudspeaker, and saw the manager pull the phone away from his ear very quickly. It was almost like something you'd see in a movie. The manager then revised his story, and the customer started cursing both of us out, saying that we were just bandwagoning against him, and that he was going to call our corporate offices and get both of us fired. The manager just stood there and took it, and the customer finally left.
Finally, the manager apologized to me. Today, when I got to work and was checking my email, I saw that I'd gotten a letter from my corporate offices thanking me for handling the situation the way I did.
So, in this case, the customer is a retarded asshole.