What are your Customer Support Hero and Horror Stories?

Recently, I've been thinking a lot of about the customer support experience. These interactions play a huge role in customer retention. I'm curious about your business or project's support experiences!

What are some amazing experiences you've had when dealing with customer support issues?

What are some not so great ones? 😬

I'll go first, although this are based on my previous job in a support role, not for my own business:

Hero: It's an amazing time when customers develop a rapport with me over an email chat. And the ultimate moment was when I answered a question and the customer ended our convo with "victory" themed gifs 😂

Horror: I remember a time where I had to tell as customer that we were sunsetting a feature, and he told me that we had "ruined his 2020." Not a fun moment, but the honesty paid off in the end.

Curious to hear yours!