Customer: "I can't print anything!"
Tech Support: "Yes, the print server's down for maintenance. Didn't you read that email I sent?"
Customer: "No, I never got it."
Tech Support: "But I got the return receipt from you. You must have seen it: 'Server down at 4:00pm for maintenance'."
Customer: "Oh, that one. I didn't understand what you meant."
Tech Support: (sigh) "The tech is here trying to fix the SCSI controller. The server was downed so he could work on it."
Customer: "What? I don't understand. Why can't I print? I'm not a computer person! I really need to get these reports out."
Tech Support: "When the message said, 'Please print your jobs before 4:00pm tomorrow,' what didn't you understand?"
Customer: "Huh? What? I really need to print these reports out. It's important!"
Tech Support: "You can't right now. The server is turned off. Like I told you yesterday."
Repeat for another ten minutes.