> I would have said "why bother" until this happened to us. Aah, the good ole "one customer is unhappy, let's waste a week of time on this" approach to IT mana

> I would have said "why bother" until this happened to us. Aah, the good ole "one customer is unhappy, let's waste a week of time on this" approach to IT management. Takes guts to tell such customers "here's your refund, now piss off", but it is the right thing to do.