Been there. MAJOR vendor in this industry. It went something like this..
Phone Support: "Tech support how can I help you"
Me: "I need user manuals for product X, serial number XYZ. Oh, and training manuals if you have them."
Phone Support: "The only docs available are installation guides".
Me: "What do your trainers use?"
Phone Support: "We don't sell that device anymore. It was discontinued last year."
Me (in my head: "What did your trainers use when you used to sell it?")
Me: "<Sigh>. Since this is under service contract I'd like to have a field tech sent out for repairs"
Phone Support: "What is the issue?"
Me: "The device is not operational"
Phone Support: "Can you elaborate?
Me: "I have no idea what the problem is"
Phone Support: "I'll setup a field service call. The technician will call ahead and see if parts are needed to be ordered"
Field tech calls a day later..
Me: "Need training on this thing but phone support says there is no documentation. What did your trainers use when you used to sell it?"
Tech: "Yeah, we didn't sell many of those but it's pretty simple though."
Me: "File this ticket however you need to. Please come in and show us how to use it. We'll buy you lunch."
Tech: "Sounds like a plan. Tuesday?"
Me: "Great."
It's always a joy when you have to troubleshoot the troubleshooters.
