Soldato
When I worked for a call centre company many moons ago, if someone started getting shirty on the phone, shouting abusive language the phone would mysteriously disconnect.
The thing is, idiots like this don't consider the factors.
Did the installer make a fault in hooking the bracket and television up to a wall surface that simply couldn't support it?
Did he tighten it much too harshly to the TV in the process? Both?
Was the bracket "broken" by ground impact, or something structural? That's actually not too hard to see upon inspection of the remains.
It could have been your company, it could have been the TV manufacturer, it could have been the tradesman who fitted it. It's like they just flip a coin with no evidence and decide who to blame outright.
Unfortunately, it fell on you. Where common sense would normally dictate an installation failure.
You know that, the company knows that. Don't fret it.
Did the bracket actually fail though or was it incorrectly installed, or carrying a load over its specified capacity?
If it's the kind of bracket I imagine, it needs to be screwed into a proper part of the wall, if they've screwed it into unsupported plasterboard panels, then the weight will cause it to pull the mount and TV to come crashing down.
If this cannot be clarified then all you can do is escalate the matter to a team leader. In fact it would need escalating anyway, as if the bracket was faulty then the company would be liable to replace the TV, bracket and any other damage that was caused as a result of the failure, which is a decision I imagine you don't have the authority to make.
I wouldn't worry personally, if you've been polite and followed protocol then what's to worry about.
Having worked in an IT call centre for four years MANY years ago, I wouldn't worry about it - it will happen a lot.
However, you did lose your cool and professionalism when you stooped to his level and call him awkward. Witholding your full name wasn't a good idea either.
If your LM has a conversation with you about it, I'd go down the route of:-
"Thanks for drawing my attention the issue reported to you. I accept my professionalism wasn't quite at the high standards the company demands, however upon reflection and analysis of the call, I believe I have now have a better understanding of how to approach such a call in the future and will strive to improve my call handling techniques to address any shortcomings identified. If you have any additional training material or sessions you think I would benefit from I would be more than happy to review and/or undertake them".
Just remember, they don't know you, you don't know them, you aren't their friend and they aren't yours - don't lose any sleep over the *****. If in the same situation again, be SUPER, SUPER nice (think American "have a nice day" over the top nice) - it's really hard to be angry at someone who is being really nice to you.
What industry was that in?
Me? I worked in the call centre for Screwfix as a student.