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If I could get one thing through to users, (and I can't) it would be this.
Just because you retuned to where you started from (the calling menu, for
example) does not mean that the job finished normally. I have been doing
support for many years, and you usually have to play 64 questions with them
on the phone to get them to admit there were errors.
I know often they think they caused the problem. It may be that they want to
cover themselves. I often hear from the user "I know this is my fault". And
I sometimes say, "we always assume that".
Tom Deskevich
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