So a tech calls in (code name Veruca Salt) and states he HAS to have his order corrected as he got the wrong software. We politely tell him sorry, but since it was ordered incorrectly he has to go to Customer Service and correct the original order.
This is the point where the customer usually yells, demands to speak to a supervisor, calls the president of our company etc... Suprisingly, this didn't happen.
The story had a happy ending. Thank you Mr. Salt.