Customer: (calls emergency hotline) We have a really bad bug!
Rep: What seams to be the issue?
Customer: I need to talk to Sam, he knows what to do, tell him it's urgent.
Rep: can I tell Sam what the issue is?
Customer: Well, Sam built a newsletter program but I don't have a way to import mass amounts of emails addresses.
Rep: That sounds like a feature, not a problem.
Customer: why wouldn't it do that? Would you build a car without a steering wheel?
Rep: I am not sure that's relevant to the problem.
Customer: what do you mean?
Rep: I would say it is more like, "would you build a car without a pair of jet skis attached to the back." And we would respond with, "we would be happy to add Jet Skis, but it's going to cost you additional money."
Customer: So, how are we going to fix this bug in YOUR software?
Rep: :/