This was custom configuration process tailored specifically for that one client and it was written in a detailed instruction with each step tested and with screenshots. Apparently that instruction was not distributed internally at our client office. So mere existence of instructions is not often enough, you will still get very confusing calls about how to attach toaster to 36V to charge a wallet (when you did not send any toasters or wallets and client just wants your premade pizza).
So yes I sympathize that people didn't read the instructions, but I feel that that is partly out of habit that said instructions don't exist. We could work towards a better status quo where the configuration steps are simple, easy to follow, written out, and it's standard practice to just do them and they work.
The IT world seems to be an endless swamp of special cases and things breaking deep in the stack that require very specific, arcane skills from unwritten textbooks.
