“Your case has been closed” is a sentence you come across from time to time in the process of interacting with a helpdesk team. And in normal circumstances you feel pretty good when that sentence is presented to you, as it typically implies that your problem has been fixed. If, however, that particular sentence – in a case I have recently experienced myself – is the opening sentence of the very first reply you get after submitting a question, you will agree with me that this is far away from what is commonly understood as normal circumstances. Continue reading →