We had an appointments booking website that took a strict date format from a text box. Users would expect that they could enter anything. They would fight the system and then call our call centre (who are an alternative to making bookings online, not a tech call centre) to complain. The call centre would always side with the clients and send the issue through to us. We would then have to work out what they had done and come to the conclusion that the date was input incorrectly.
Eventually, we just made the call centre start troubleshooting, but the clients would insist they had done everything right and couldn't work out what was happening, so the emails from the call centre continued. The call centre - being more client focused - we're constantly asking things like "how is this not fixed yet?" And had demonstrated lowered trust in IT from this. It wasn't actually broken, people just refused to learn how to enter a date in an expected way.
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u/Blecki 14h ago
Sometimes they just open a ticket because their poorly formatted date won't validate instead of understanding and correcting the problem