yduras

Customer, yesterday: Situation X is broken, and I hate Y!
(Note, I have no control over X, only Y, and this is the first time any of this has come to me.)

Me: I've contacted someone to fix X in general, have fixed X in the context of Y. I can fix Y - which of these options would you like me to implement?

Customer: Situation X is still not fixed completely. I've been complaining for days to a totally unrelated person who is on vacation and not able to get their mail so this should be done already! You totally suck. Also, I hate Y!

Me: I can see that the group that can fix X is working in it. I'll give them another call. I can fix Y - which of these options would you like me to implement?

Customer, this morning: You're just passing the buck talking about some other department. You totally suck. Also, I hate Y! You suck becase of Y too!!!
(I check X, it's been fixed overnight.)

Me: It looks like X was fixed overnight. I can fix Y - which of these options would you like me to implement?

...

I feel like a freaking broken record! I'll bet real money that the next response will be a bitchfest about how long it took to fix X and how much she hates Y, and she still won't tell me what she wants fixed about it!