Client: I’ve been emailing you guys for months and you haven’t even acknowledged receiving my email, and this problem keeps happening and it is so frustrating!
Me: Oh I’m sorry to hear that, let me look in our ticket system to see…
Client: This has been going on for months!
Me: Just checking, are you sure you were sending it to the right email?
Client: Yes! And you guys just ignore me!
Me: Hm. The last email we received was on August 20, last year.
Client: SO YOU MEAN YOU WERE WAITING UNTIL JUST NOW TO TELL ME YOU WEREN’T GETTING MY EMAILS!
Me: Well, if we don’t get them, we don’t know you’re trying to send them.
Client: Okay, here is my sent folder: last email was January 20th.
Me: Can you read out the address you’re sending them to, letter by letter?
They did, and sure enough, they’d misspelled our address by one letter.
I looked up the URL the client HAD been sending email to. Turns out, it was a Hispanic TV Broadcasting company. Since it was a valid address, she didn’t get a failed to send notice.
I politely instructed the client how to change their contact address in Microsoft Outlook, so problem solved, but I received a LOT OF ANGER for their typographical error.