Jeebus, but it’s hot out – and it’s getting hotter. 33° (~92F) today, 35° (95F) tomorrow, and it won’t be dipping below the 30s 'til at least Sunday. Well, better that then there being a minus sign before the temperature. 
It’s hump day – wee! So I had an asshat customer on the phone last night. As I’ve mentioned before, we mostly deal with commercial clients – OEMs and shops and the like. We do get calls from end users though because we do provide some technical services for the manufacturers we distribute parts and products for. Yesterday a shop calls – on behalf of another shop (who is not a client of ours so cannot deal directly with us) whose customer had a riding lawn tractor with one of our transaxles in it and he wants a replacement because it’s worn out. I look it up and it’s one of the cheap trannies (yeah yeah, get your snerks out), with a sealed gearbox you can’t get parts for. If the gears are worn, you just buy a new one for a couple hundred bucks. Unfortunately for him, this model was discontinued earlier this year, so that $3k tractor he bought in '99 will need to be fitted with a new tranny, either one of ours or someone else’s, and probably a pricier one at that.
A couple of hours later, this customer ends up calling us because he refuses to believe that the tranny on his 8-year-old tractor has been discontinued. (Evidently he seemed to think that his service depot’s business model involved pissing people off and refusing to sell them things.) I knew it was our client’s customer’s customer from earlier in the day without him having to tell me, but I also knew that if he went to the trouble to get our number, he was only doing so to complain about that which neither he nor I can do anything about, so I made him go through the motions anyway. (Let it be known that we are not the manufacturers of said tranny. We simply distribute their parts and offer some technical support. If someone calls me to complain about them, the only hope they have of their complaint being heard the by manufacturer is if their voice is loud enough to carry from my headset to Grafton, WI. That’s about 600 miles. Perhaps not so surprisingly, some people are willing to have a solid go at it anyway.) My philosophy is this: Be nice and I’ll give you whatever parts of the world you need as I am able. I’ll understand if you’re angry that something you want or need is either hard to get, takes too long, or is no longer available – I would be, too – but I’ll try and suggest any possible alternative I can think of, or at least direct you to someone who can so that, if nothing else, we tried our best. If you’re an asshole, though, I have the ability to be an asshole right back, and you’ll never know it.
This guy rubbed me the wrong way right from the get go – his attitude came through clearly in his voice – but I’m always willing to do what can to try and explain the situation as clearly as possible so that at least you understand the situation. If I tell you that something is discontinued though, and your first response is, “That’s a crock of shit,” then you’ve just steered this particular conversation down a darker path. But still, I attempt to elucidate further, understanding being the cornerstone of wisdom and all. Unfortunately, stubborn ignorance is its sledgehammer, and some people wield it with a mighty grip. He splutters various incredulities and hurls complaints at me as though I was personally responsible for killing his tractor, discontinuing the one thing he needed to get it working again, and pissing in his morning corn flakes. He wanted me personally to send out a bulletin to all dealers about the part he’s looking for in case any of them have an old one in stock, like we have a magical bullhorn. I tell him it doesn’t work this way. Then he wanted me to actually fax every one of our dealers – of which there are over a thousand. I told him it doesn’t work that way either, and we can’t devote that kind of time just to look for a $200 part across the entire flippin’ country for one customer. We’d spend more in labour doing that than 10 of those trannies are worth. He didn’t like that. He didn’t like that at all. Ultimately he seems to realize that he is getting no satisfaction from bitching at me, so he trots out that old “I’m never buying one of your products again” horse, to which I respond, “That’s fine.” I’m sure he wanted to hear me grovel or at least apologize. He obviously picked the wrong person to get a rise out of. “That’s fine?” he said incredulously. “Yep.” I respond. He didn’t like that. “Well then I’m going to tell all my friends, too.” “Okay,” I respond. He hangs up.
Now, that was probably a bit unprofessional of me, but he pushed the wrong buttons, quite frankly. When all was said and done, he was SOL, and I tried explaining that to him as clearly and calmly as I possibly could. Nothing I could do nor he could do was going to bring that tranny back from the discontinued graveyard – and anyway, we are entirely the wrong place to be calling to try. Anything beyond this rather salient and terminal point is just spoiling for a fight, which is exactly what he was doing. He wanted to bitch and moan and let his righteous indignation be known, and he wanted me to be contrite and apologetic and placating even after being told that we had nothing to do with the discontinuation and lack of available parts. Well, screw 'im. Screw 'im in the ear.
BooFae - What, no ASBO? Or does he have a few dozen more cars to key before he qualifies?
Glad the little prat’s going to get fed a bit of the justice system, though I wonder what his parents have(n’t) been doing to curb his behaviour. Good thing you have that video surveillance system! Sounds like it’s paying off.
Heff - I slept better last night. I was good and tired from the previous night’s deprivation, so my body was pretty much ready to scrape off the remains of the day and zonk out. I’m good for another day. I’ll make up for it this long weekend. 
Doggy - That sounded like a fun vacation, in spite of the delays and problems and unrelenting acres of nothingness along the way.