yes keep fighting with your customers... the one who pays YOUR salaries right?.
RESOLVE the F ^%$%^$ problem and move on to your next poor customer. You don't have to have the entire support team (2 guys) wasting your time like this. FIX the stupid problem.
Wait!! WHY to fix this ??? .. the customer is an ass #$@# and I hate the customers! Right.. great win for you!
I'm mad/frustrated and you are happy and exited = you win!!! - yes you are right !!!