Out of all the remote offices, 90% of the calls and complaints came from one guy, we'll call him Larry. Larry was one of those users who knew 'just enough to be dangerous', he was a power user who often bragged about going to 'computer school'.

All of the help desk techs thought of him as a big thorn in their side, to them it seemed like he called about all the most insignificant issues, and it was almost like he intentionally tried to break things.

This crept over to the developers and management, who would ridicule the guy. But what they didn't know was that he was probably their best tester! All of the other remote offices didn't care that things didn't work right, and assumed the bugs were already known and were never going to be fixed.

I truly felt bad for the guy, he was just trying to get his job done, but ended up being the victim of both bad software, and bad technical support.