Foro, I'm sorry to hear that.
Now for some Wasted humor:
I've found my users don't like to use the tools they have for the jobs that they do. The actual conversations would be confusing without reference to what everyone does, so I've boiled it down to a fictional analogy that represents what we deal with.
User: This screw driver I have is junk.
Me: What's it doing?
User: It just doesn't work right. I can't do my job correctly with it.
Me: Ok, let me get you a new one and you should be good to go.
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*time goes by after new screw driver has been delivered to user*
User: This new screw driver doesn't work any better than the last one!! >:[
Me: It still isn't working? What is it doing? That new one is supposed to be top of the line...
User: It just won't do the job right!! Just come over and take a look at it! (stated grumpily)
*walks to users area*
Me: Ok, lets take a look at what's going on here. Can you show me what you are doing and where it starts to fail?
User: Ok, I hold it by the steel shaft and use the handle to beat this 10" nail into the wall. I keep hitting it and the nail doesn't go in. And the handle is all bunged up now!!
Me: *internal sigh* You are supposed to use your hammer to put the nail in the wall. The screw driver is built for twisting screws in.
User: I want to use the screw driver! It should do what I want it to; I don't want to take the hammer out of my pouch to do this every time I have to drive a nail. Why can't you guys figure out how I can do this easier?
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*Me drinking cheap vodka a few hours later*