When Humans Are In Desperate Need Of An Update

I work on a mobile app used by retail employees of large chains. We release app updates about once a month, with various fixes and/or features. Sometimes, if a fix is critical enough, we wait two to three days after the new version is released, then ban the old version from being used.

I wasn’t the tech support employee this time, but I got this from one of my colleagues.

Customer: “I can’t log in to the app, and I’m getting a weird error message!”

Tech Support: “What does it say?”

Customer: “It says, ‘This version of the app is too old, you must update to the newest version.'”

Tech Support: “Did you have a problem with upgrading to the newest version? Was there an error?”

Customer: “Huh? Why would I have to do that? How should I know that’s what I need to do?”

Tech Support: *Desperately trying not to throw the phone across the room.* “Would you like me to walk you through updating the app?”