Back when I first started IT, I was a humble Service Desk tech. My company had traveling sales people who got extra special service from us. Typically a bunch of turds, but every now and then, you get a good one.

Anyways, one of them called in. Issues with headset. No one could hear him very well. Did the normal stuff... checks dock settings, charging status, that sort of thing. I wound up sending him a new headset. It arrived a week or so later, and it had the same issue! I asked my TL for help, asked a couple other techs, and even called up north for some other techs. None of us could figure it out. So I decided to order him a completely different model.

This new one arrived, and he called me complaining it still wasn't working. I troubleshooted a bit more. Surely this isn't a headset issue by this point. This guy's doing something. Spend another 10 minutes talking through his setup, phone settings, the lot. Then he makes a comment...

Salesperson: "You know, I was pretty excited about this new headset. The old ones were bulky, but at least I could move the antenna around. This new one is really difficult to move and I can't seem to get it to stay up."

Antenna? I thought. What antenna?

Me: "Sir, when you say antenna....what exactly are you talking about?"

SP: "What do you mean? The thing that goes up and down on the old headset. It doesn't go up and down. Every time I move it up, it doesn't fit in my ear and it falls."

Then it dawned on me...

Me: "Sir. That's not an antenna. That's the microphone. Move it down."

Moves it down and there you have it! Its working!

We both have a good chuckle about the whole thing. I tell him ill follow up in a couple months to see how it's going. I do and just so happens to land in December. We spoke for a few minutes, and he thanked me again. Apparently the salesperson lost their headset foe 6 months or so, found it, and just forgot how to set it up. He'd been toying with it for a another month before calling in. Turns out, his sales were dipping because clients couldn't hear him. He'd dropped down a sales tier which never happens to the gold club. His job was on the line. The moment it was fixed, we went back up a sales tier! Which he decided to share with me! Sent me a $1000 Christmas check for saving his job!