I’ve been working with <company name deleted> to fix a problem with <software name deleted>. The problem shows up pretty randomly and stops everybody from accessing the system. There is a quick way to fix the problem, but the fix removes all of the diagnostic information.

<company name deleted> has been asking me to let them know when we have a problem so that they can dial in and see what’s going on. Unfortunately, my customers aren’t known to “suffer in silence” and usually want service restored ASAP.

The problem happened again and I got a call at 5:00am this morning to fix it. I dutifully asked if our customers could wait while I invited <company name deleted> to take a look at the problem. I was told “No! Fix it now! Now! Now!”

So I ran my quick fix and sent an update to <company name deleted>. This is their response. Please note the graceful use of caps lock:

Hello Stephen –

This is certainly NOT helpful. You SHOULD have NOT re-deployed <widget name deleted> as we have repeatedly asked so many times on the Service Request and the phone calls. As i have explained earlier, that is NOT the right way to fix it.

Well, if that is the route you would like to choose instead as your official fix..please go ahead.

Nothing more to add….

Best Regards.,

“Best Regards”?