Evolution of a conversation...

[draggar]

On Monday I told the user:
"I'll order a screen for your laptop (just the screen) and I can install it on Thursday (user was out of the office on Tues & Wed and I was out on Wed)."

eMail from the user on Tues:
"I think you ordered a new laptop for me, did you?"

eMail from the user on Wed:
"You ordered me a laptop, when can I bring mine in to have it exchanged?"

Voicemail from the user on Wed evening:
"I think my laptop is in, when can I exchange mine?"

[Gerrinson]

Ah, good luck with that one. Another case of seeing/hearing what you want to hear vs. reality. I suggest the vigorous application of a clue by four which should help to convince the user to see things your way.

[draggar]

She ended up being cool - I also swapped out the mobo to eliminate overheating issues, too.