Imagine your "hey that's not what I ordered scenario", and then replace fries with a $250,000 projector. It happens. Must be why the company I work for isn't profitable. "Would you like a free BluRay player with that?" should be on our polo shirts. As a field tech I represent the image and integrity of the company, so even when my superiors fuck up the contract resulting in a misunderstanding of this flavor, I must see that my customer is satisfied, and I can neither accuse the customer nor my employer. My job is to make the magic happen. I really will do whatever is necessary to complete a project on-time despite an avalanche of extenuating circumstances. There really is no excuse for failure and that's how I approach things.
I don't have any reservations of being scathingly honest on here because I haven't disclosed what company I represent.
Since we are sharing funny and not so funny stories, I will provide the story of one of our Pennsylvania customers. We received a phone call indicating that there was a problem with a server. Our IT guy gave the customer instructions for how to REPAIR a Windows drive. Our customer must have misread somewhere and instead Factory Defaulted the server. His next frantic call was "I see this field, with green grass and sky, and all of my icons are gone!" Yes, true story. We had him ghost the drive of another machine and had him back up and running before his Mayor showed up for a visit.
There was an Argentina customer who, not understanding that the placement and calibration of projectors was sensitive to sub-millimeter movement, had their cleaning crew take them down and dust them with a froofy. They proceeded unaware to replace them and activate the system, only to find it horribly askew. Frantic phone call. Fortunately we had someone in the country who could solve this but the customer learned their lesson.
And a not so funny story. A Pittsburgh customer had a massive VIP event scheduled, before which I and a Sony rep were in servicing their system. We found inches of dust (no exaggeration) on the equipment. After providing the servicing, our Sony rep inadvertently broke off a very important piece of plastic, no bigger than half of your pinky finger nail. This piece of plastic acts as the stop-point for a motorized shutter deep inside the projector. With no one knowing the plastic tab was gone, the customer sent the shutter close command and caused the motor to jam, not finding the tab, beyond the maximum travel of the shutter. I completely disassembled the projector (imagine taking the engine out of a car and you're pretty close) and we were able to find and reattach the plastic tab with superglue and heat fixative. We got the whole thing back together and in place just minutes before the VIPs showed up.