netmeg - 1:12 am on Jul 6, 2013 (gmt 0)
I did customer support for years at an ISP. One of the things I learned is that customers are very willing to be (somewhat)patient and understanding if you listen to them and admit (or at least consider) that there may be a problem with the system. Ignoring, blaming them or denying an issue just makes people mad and ruins your reputation.
You're not the customer. I know you want to think you are, but you're not.