How do you explain THIS to the customer?

EC&M

[...]One day, an apprentice showed up in the unit I was working in, asking me to come help right away because he had a “situation.”[...]

[...]Whenever he put the drill in reverse, it would just pull him up — like the drill was in the “forward” position. I decided it was time to check things out on the first floor. After looking around for a few minutes, I was quite surprised to find the bit was nowhere near the wall he was trying to drill up into. He had drilled on such a great angle that the bit had come up right through the floor and up into the customer's couch! The drill bit would not pull out because it was completely wrapped around the coils of the couch.