User: “X service doesn’t work.”

Me: “Are you running it using the instructions I gave you?”

User: “No, let me try… Ah, it works now, thanks!”

🙄

and then they complain about the tech team and quote "Why tech people are so mean?"

I don't blame people for this.

Sometimes we need confirmation that the manual is actually important.

I'm sure many people work some scripts where the manual basically just explains core basics of what a script is in general. So they might not be used to manuals actually mattering.

Kinda like if you get a new mouse for your PC - you assume the manual isn't needed if you've used a mouse before.

Should've asked Define doesn't work but RTFM is a much better classic response

@jiraTicket well said.

I'll add that this can also point to a possible improvement in usability. For example if the app needs a particular configuration before starting, it should ask for it instead of just not starting.

The seniors in my current team keep losing their shit over questions like these. Their documentation is bad, incomprehensible but they refuse to see the problem with their work. And they wonder why they have such high attrition.

A user experience is like a joke: it's not good if you're asked to explain it.

@jiraTicket
Kinda agree but the manual is kept ready for the possibility that the mouse doesn't work.

If the scripts aren't working, their first thought should be to check the documentation imo

At least this user actually bothered to read the instructions. Some don't and still complain. Considered yourself blessed with some coworker competency