>the second or third time they get the same question, they'll actually stop what they're doing and fix the code. This is great for actual issues, but what abou

>the second or third time they get the same question, they'll actually stop what they're doing and fix the code. This is great for actual issues, but what about the genuinely stupid questions? Or the customers who basically just refuse to read the Help section before contacting customer support? From my experience working in support, there are a fair amount of those. And those just seem like a waste of the engineers' time.