A customer with an older version of our software got an error message and emailed us. I provided a 30 second step-by-step fix and explained that that error happens with that old version when something on the system changes (such as unplugging a cable).
So he writes back and says he unplugged the cable again and got the same error. Was there another fix?
No. My fix is the only one (besides paying for an update). I explained that politely and gave the fix to him again.
But he needs to unplug the cable sometimes and he's doesn't want the error to happen every time. Isn't there another fix?
Again, no. The fix I gave him works and only takes 30 seconds. There's really no other fix (unless he pays for an update).
Either don't unplug the cable or incorporate my 30-second fix into your cable-unplugging/replugging routine. That, or pay for an update.
Can you guess what happened next?
Of course you can! He found that "unacceptable."
So he writes back and says he unplugged the cable again and got the same error. Was there another fix?
No. My fix is the only one (besides paying for an update). I explained that politely and gave the fix to him again.
But he needs to unplug the cable sometimes and he's doesn't want the error to happen every time. Isn't there another fix?
Again, no. The fix I gave him works and only takes 30 seconds. There's really no other fix (unless he pays for an update).
Either don't unplug the cable or incorporate my 30-second fix into your cable-unplugging/replugging routine. That, or pay for an update.
Can you guess what happened next?
Of course you can! He found that "unacceptable."
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