conv: I work in tech support and customers often get mad because they are trying to do something our software cannot do.  They then demand I fix it. I work in tech support.  Every once in a while a customer will want our software to do something it either cant or is not built for. I've had similar experiences.  What do you end up doing? I write up feedback for development. It just gets frustrating when they start to demand that I fix it.  I might be good at my job but not good enough to do a code change on the fly. Have you ever had a positive experience from that cycle?