I’ve read this before. To me, it is a great lesson for people supporting technology products. In many cases, your users won’t be able to describe problems in a way that makes sense, but you still have to figure out what is going on. That can take some pretty serious creativity to work backward from the report to a cause that actually makes sense and finally to a solution.
Great reminder to not just discount what you’re being told as ‘user error’. The great part of the story to me is that the author didn’t question that there was a problem, but took it at face value and did the investigation to determine what was going on.
I was just telling someone this story yesterday, and now here it is! Magic. :)
Interesting story. That’s as good a comment as you’re gonna get from me. lol