Strips

We had an irate customer (manager) at a facility that is testing our beta software. We scheduled a call with the customer to get to the bottom of it. Pre-meeting I searched call logs / solutions / workarounds, and was able to reproduce the problem. I then got agreement that it was a defect from tier 3 engineers. I approached the engineering manager with this info, who had been unavailable up to the time of the call. He blew me off, said it was 'user error' and then promptly got on the phone to tell the customer she was an idiot in the nicest possible way. After the call, he walked out and announced to his team what she was a "B....!". I can only imagine what she must have thought about him. It always amazes me when there is data available, but individuals only look to support their pre-drawn conclusions.