[legion]

Yep. I'm a developer, and third-level support. There are two levels of call center before a call from an end-user gets to me, and I train the call-center people pretty extensively. I seriously got my first call from an end-user in ten years last month.

I was asked if an upgrade on a certain date included a certain feature. They included an e-mail, that I wrote, that said the upgrade included the feature.