Use reports lightbulb is broken. Support spends an hour talking user through diagnostic tests. Determines that the lightbulb in question is a houseplant.
User is very upset. It was a broken bulb last time, so it must be a broken bulb this time. Why can’t the help desk make bulbs that don’t break? Bulb was fine, user was locking and unlocking the door instead of flipping the light switch.
Support would be like
User reports lightbulb is broken. Tries to talk user through troubleshooting. Problem resolved by turning on light.
More like:
Use reports lightbulb is broken. Support spends an hour talking user through diagnostic tests. Determines that the lightbulb in question is a houseplant.
User can not find switch. Guided to switch, user said switch operation is too complicated and refused further troubleshooting. Escalated.
User is very upset. It was a broken bulb last time, so it must be a broken bulb this time. Why can’t the help desk make bulbs that don’t break? Bulb was fine, user was locking and unlocking the door instead of flipping the light switch.