So the rep calls me and informs me the customer is escalating for multiple reasons. The first is that she (the rep) has been telling ms. brown her account is cancelled because siebel shows the account status as cancelled. What she neglected to notice is that the cancellation was voluntary because she migrated to 2g. The other reason for the escalation was because the customer's phone had liquid damage. I asked what happened and she said, "The child took the phone in his mouth." I asked if she meant he chewed on the phone and she said, "No, he took it in the mouth." I asked her to repeat that to be sure I heard it right and sure enough she said "he took it in the mouth." That's when my composure started to break. After about the tenth time sh...
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