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Its entirely possible to provide both.
Listening and making notional sounds of understanding is a lot easier than actual reproduction and debugging most times though :P
Honestly I just want support to actually acknowledge that the problem exists in the first place
I hear you user, our thoughts and prayers to you during these hard times 🙏🙏🙏
This is an automated message.
Making users feel like you empathize with a frustrating situation is actually a huge help when you need their cooperation to solve the problem in front of you.
