A customer decided to insult me and my coworkers during an IT support call

Recently found this sub and thought this story belonged here.

TL;DR I took a tech support call from a guest at a hotel who had to keep all of their possessions there temporarily due to a hurricane, and they were so profane and rude that I called the GM of the hotel who had them kicked out with nowhere to go

Some background:

I work at a company that primarily supports hotel wifi, and taking calls from guests needing help connecting is part of that. Part of my job at the time of this happening was being an escalation point for unresolved guest problems.

One time roughly 2 years ago, there was some huge hurricane going through florida, so a lot of our hotels in Alabama and northern Florida were packed with people evacuating their homes. Most people staying at these hotels were bringing most of their possessions as well.

Anyways, I got a message from the guest support team asking me to take a call from one of these guests from florida so I could help them connect the dozen or so devices they had to the wifi. For some reason they were refusing to connect and tier 1 support couldnt resolve it. I start talking to the guy and he is immediately hostile towards me and gave the whole "I know what Im doing, Im tech savvy" shtick. I shrugged it off and after about 30 minutes I was able to get every single one of his devices connected. After that he was still incredibly pissed off, and started ranting about how incompetent the employees he had been previously talking to were, and being upset at me that I took so long to get his shit connected too. I forget most of the profanity he was spewing at me but Ill never forget him saying "Your techs are worthless. You should hang them from their fucking intestines"

At this point I shouldve just hung up on him but I froze up a little and let him continue. He ended up insisting that I help him set up his plex server which is against the hotels TOS since he could potentially be using it to stream movies illegally. I finally got my manager involved and we called the GM of the hotel and brought her up to speed while the guest was on hold.

I got her conferenced into the call and immediately she began chewing him out and telling him he cannot talk to their support staff this way and that we had other more considerate guests to be assisting. He tried defending himself, telling her how long we took, but she was not having it and told him he had 2 hours to get all of his belongings and leave or she would call the police. Im not sure why she let me stay on the call for this long but this guy BEGGED her to let him stay since he had just finished lugging everything he owned into his room and every other hotel around was booked. She didnt budge however and after scolding the guy some more she told me I could disconnect. Never in my life had I seen justice delivered so swiftly. This is the story I always tell people when talking about crazy support calls. Please remember this the next time you consider blowing up at tech support staff.