"We are sorry to read that. Please clearly describe your problem to us so we can help you. Feel free to call us on this phone number: XXX-XXX-XXX"

People don't always understand our perspective, we should guide them into doing the right thing and everybody will be happy.

Save your generic answer so you don't waste your time doing so, but being pedagogical should be part of our work in my opinion.

>"We are sorry to read that. Please clearly describe your problem to us so we can ..."

What makes you think I do not do those things?

I don't :-)

I was speaking to everyone. Apparently I got your last sentence right.

Interpreted literally it’s a reasonable question: “What process should I follow when I encounter a problem?”

Well try to visit car repair shop and ask the same question as in the original email and then explain them what you really meant.

I don't hold myself and frankly answer that my crystal ball is on scheduled maintenance today.

So when will your crystal ball be ready, could you then asap adress the issue? Also keeping spare crystal balls would be really helpful.

We are a small company supporting a free opensource product, we can't afford spare crystal balls. Even the one we have was bought on a secondary market, warranty expired in late 14th century.