Every year we have the same problem. The licence on a particular piece of software runs out and we have to wait for the new one to be emailed through. This can't be ordered in advance, you have to wait until the old one has expired. This normally takes a few days, but during that time no one can use the software.
One year we were on the second day of waiting for the email. An email alert had been sent out a few days before explaining the situation. However a guy rings up demanding he be allowed to use the software.
We explain to him the situation. That the licence has expired, we have ordered a new one and that we are waiting for it to be sent. Until it arrives there is nothing we can do to get the software working.
For ten minutes I had him insisting that he needed the software running and that we should get it fixed straight away. I couldn't make him understand that it was out of our control. In the end I passed him over to my manager who gave him exactly the same explanation.
This still wasn't good enough and guy started shouting down the phone, telling us how unhelpful we were and demanding we fix the problem. My manager promptly hung the phone up.
We IT Professionals are good, but even we can't perform the impossible.
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