I guess I will start with a stupid customer story. I got a call one day from a lady telling me that she would like to purchase a particular LAN protocol. I was somewhat confused at first and realized she was serious so I explained to her that we did not sell the protocols or features separately but that she would have to purchase a switch to meet her needs. The conversation followed somewhat like this:
LADY: I already have a switch, I need to purchase [protocol]
ME: You can't purchase that as I already explained. Now if you already have a switch then I might be able to tell you if it supports [protocol] or if there is an upgrade available for it. Can you tell me what kind of switch it is?
LADY: Its a TCP/IP switch
ME: (Scan memory for reference "TCP/IP: The Internet protocol suite is the set of communication protocols that implement the protocol stack on which the internet and most commercial networks run.") Um... ok ma'am do you know who the manufacturer is?
LADY: Oh its proprietary.
ME: Um well ma'am we only support our company's products here so if your switch is not manufactured by our company then I can't help you.
LADY: (Frustrated now) I just need to purchase [protocol] and you're saying you won't help me! Let me talk to your supervisor!
ME: (not wanting to make a huge deal out of this) Ok I apologize ma'am let me find a part number for you.
I then gave her the part number for a switch from our company that supported the protocol she wanted and she was happy.
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