That story reminds me of working in business support and getting a call from the on-site tech who was ordering a new modem for the customer. The equipment closet was on the outside of the building and the very sweet business owner was concerned about the modem getting too cold with the winter weather and had wrapped it in a blanket. The technician explained to her that the modem needed to be cold and she was very apologetic for overheating it. If my memory serves me right, the manager that day was so amused by the situation that he comped the visit and equipment replacement since the biz owner was educated on the issue. It was a good thing all around as the story was used as a way to explain to techs that a bit of kindness and education goes a long way to keep customers happy and their service healthy.