You are absolutely right, and I'm glad you pointed that out. Even I will admit to not minding hanging on the phone a few extra minutes with a calm, polite user (no matter how 'green' they are) if they do what I say (without click-click-clicking in the background) throughout the troubleshooting process.
To be honest i just don't know windows much so i can't help much.
We *always* will be up front and honest if we (or any of our wholesalers or intermediaries) are having issues (that we know about).
And that's right. Same if WE have/had problems we simply tell clients the truth.
It's the users who scream and bitch and claim "it hasn't worked for a month!",
Simply answer "why didn't you call month ago? As you called now, i count this as problem started today".
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