techrecovery

Hooboy, I just got off of an enjoyable call. The user was calling to complain about our spam filter which filters spam to mailbox that can only be accessed by the user from a website of ours. Most people love the filter once they set the preferences to their liking and perhaps add a few addresses to their allowed list and some of their blocked list. Setup and maintainance is easy as pie - all of the instructions are on the pages right beside each option button. Now here's the call:

Me: Blahblah.net, this is Miharu.
Him: Yeah, your spam filter isn't working.
Me: What seems to be the problem?
Him: Mine was set at 5 (that's the default) and it was filtering out email I wanted, so I set it to 9. Only now, I'm getting spam that I shouldn't be getting. Ones rated 5 and 7..
Me: The higher the number you set in the preferences, the more spam you will get.. but it will allow more legit email to pass through.
Him: No, that's wrong. The higher the number, the more it filters.
Me: (reading from the instructions on the preferences) It says here "A high number will reduce the amount of legitimate messages that get filtered into the Spam Folder, but will increase the amount of spam you receive in your Inbox."
Him: No, that's not right.
Me: Sir, I'm reading right from the instructions. It says "The Spam Score is the number of points that a message can accumulate before it gets sent to the Spam Folder. A low number will filter a higher percentage of spam into the Spam Folder, BUT also increases the chance of filtering legitimate messages. A high number will reduce the amount of legitimate messages that get filtered into the Spam Folder, but will increase the amount of spam you receive in your Inbox."
Him: No! I'm not supposed to get this spam!
Me: Perhaps you should change your score to something between 5 and 9 so that you'll get less spam but receive the email you want. And you can block certain addresses and allow others.
Him: I'm not going to spend all day inputting my phone book.
Me: Even a few addresses that you get mail from very often?
Him: I'm not wasting my time with that.
Me: Sir, perhaps you should adjust the settings a bit anyway - just to see what happens. (note: I'm really thinking "Enjoy your spam then, asshole" while he's yelling at me.)
Him: Yeah, I'll try that. I'll bet you're wrong though. The filter doesn't work.
Me: Have a nice day.

I know it's too much to ask for people to have reading comprehension skills, but if I'm reading the instructions to you off of the same page that you're gawking at.. perhaps I'm telling you the truth.

edit: We just received an email to the support department from this yahoo claiming that the filter doesn't work. I'll bet he didn't change his settings...