I heard this story from Tomasz, who heard it from a friend of his on the night shift. These are the things we talk about while we work.
Apparently this night tech got a phone sent in with the problem that the game Angry Birds wasn't on the phone; the customer had seen an advertisment on TV for the game and wanted to know why they didn't have it.
I don't know how the tech made "because you didn't buy and download it" sound professional for the ticket system. I don't envy them.
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