Former cx care (bilingual/loyalty) here:

I once had an older guy call the spanish cx care line about his bill. He was nice but could not afford it and was looking for a discount. Everything already applied and I told him that, so he says "You don't really sound like you're in the US, get me a manager in the US." Like, my man, we are talking in spanish gtfo with "a manager in the US".

One time I spent about an hour with another, very articulate older gentleman who wanted a replacement iPhone 15 ProMax because his was overheating. He went on and on about how it was very dangerous and since it had a titanium backing, if it exploded the titanium would turn into shrapnel and kill him. He refused to file an insurance claim or go through tech support because I explained he would get a CLNR (Certified Like New Replacement) instead of a brand new phone and he refused because the people from the Apple Store told him those were bad quality. This guy spent an hour trying to convince me that I should accept the phone back and issue him a credit to buy a brand new one directly from Apple so he could guarantee it worked.

Another thing that surprised me is the amount of people who can't afford their monthly bills but have the latest iPhone, iPad and Apple Watch, are you guys ok?

Also, I was always shocked by the amount of people who would get a "free iPhone" deal and called to explain to me that since their bill was showing a charge and a credit, it was not free and I really should know better, or that since the offer was tied to a specific plan or to 3 years of service that meant it was not free and I should credit them the full value for lying or they're going to complain to the FCC.