Garbage In, Garbage Out | ExchangeDefender [ Skip to content ](#main) [ ![ExchangeDefender](/assets/images/xd_logo_blue.png) ](/) Email Security ![Platform Overview](/assets/images/m-xd-pro.png)### ExchangeDefender PRO Enterprise-grade email security made simple for every business. [Sign Up](/sign-up) [Live Demo](/demo) [Email Security Stops spam, malware & phishing in real time. ](/email-security) [Encryption Secure your emails, attachments & sensitive data. ](/corporate-email-encryption) [Web File Sharing Easy, safe cloud file sharing with access control. ](/web-file-server) [Live Archive Locked-in email backup & continuity during outages. ](/livearchive-backup) [Emergency Inbox Keep email flowing without interruption if your provider fails. ](/inbox) [Spearphish Train your team with phishing simulations & risk tracking. ](/spearphishing) Managed Email ### Enterprise-Grade Managed Email Reliable, secure, and fully managed email operations for modern organizations. ![ExchangeDefender](/assets/images/managed_email_menu.png) [Microsoft365/Google Email Management Expert management and security for Microsoft 365 and Google Workspace email. ](/managed-email-operations) [AI Advisory Secure, practical AI consulting & implementation for SMBs. ](/management-ai) Company ### ExchangeDefender: 29+ Years of Trust We are a cybersecurity company focused on business email protection, with 29+ years of experience keeping organizations secure, connected, and resilient. ![ExchangeDefender](/assets/images/careers_1.png) [ About Us Learn our purpose, values, and the mission behind every decision. ](/about-us) [ Blog News, product updates and email security insights. ](/blog) [ Capabilities Discover the tech and expertise that keep your email secure around the clock ](/capabilities) [ Careers Be part of a team using modern tech to solve real threats and ship great work. ](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human Open menu Menu ---- Email Security [Email Security](/email-security) [Encryption](/corporate-email-encryption) [Web File Sharing](/web-file-server) [Live Archive](/livearchive-backup) [Inbox](/inbox) [Spearphish](/spearphishing) Managed Email [Microsoft365/Google Email Management](/managed-email-operations) [AI Advisory](/management-ai) Company [About Us](/about-us) [Blog](/blog) [Capabilities](/capabilities) [Careers](/careers) [Partners](/partners) [Docs](/docs) [Contact Us](/contact) Talk to a Human October 15, 2012 · [Support](https://www-preview.exchangedefender.com/blog?category=support) Garbage In, Garbage Out ======================= [![trash-can](http://www.exchangedefender.com/blog/media/6d581d9723b2_A293/trash-can_thumb.jpg)](http://www.exchangedefender.com/blog/media/6d581d9723b2_A293/trash-can.jpg)I am sure that we have all heard the adage of “garbage in, garbage out” when it comes to software. However, based on my experience, the phrase also applies to support as well. It applies in all directions and regardless of perspective. Allow me to illustrate it… > ***End user #1:** Hey local tech support, my \_\_\_\_\_\_\_\_\_ is not working right.*Local Tech: Ok I will call our service provider. *End user waits.*Cloud Tech: How can I help you? Local Tech: Hey, Bob’s email is not working right! We are getting killed over here! Cloud Tech: Ok who is Bob? And what exactly is not working right? Local Tech: Umm… I don’t know, can you hold on? *The call goes on hold and at least 10 minutes go by.* Eventually the local guy comes back and tries his best to describe an image as you would to a blind person (because phones do not have video, completely). Mind you from your perspective as an MSP, while all these shenanigans are going on your end user is STILL down. Now this is where I start yelling at my guys. Unfortunately, technology requires data not a verbal origami that somehow turns into a flying bird from a napkin. “Get that guy off the phone and tell him to paste you the headers, get the .msg file if you can, and get a screenshot.” Show me the problem! It is at this stage that we either have a problem we fix, or a problem you fix. But sadly, we (yes both you and us) wasted 80% of the time saying something like this: > Tech 1: What does it say? Tech 2: It says… Tech 1: No no that line, the next line. Tech 2: It says… Tech 1: You skipped a line, I need the one in between. Tech 2: Oh that one! Trust me I get it, I love to “talk to someone” too, every day of the week. But you know what I would really like for myself and my customer every time? I would like for my problem to be solved in a timely fashion. And this is something that happens both ways, sometimes we ask bad questions, but other times we get a ticket that is composed of a PSA ticket forward that says “My email is down”, that’s it. That’s just as bad as reply that says “That sucks”. Yet they both contain the same amount of useful information. Carlos Lascano VP Support Services, ExchangeDefender (877) 546-0316 x737 [ Previous post Becoming a Partner October 12, 2012 ](https://www-preview.exchangedefender.com/blog/2012/10/becoming-a-partner) [ Next post Software as a Service Just Makes Good Sense October 16, 2012 ](https://www-preview.exchangedefender.com/blog/2012/10/software-as-a-service-just-makes-good-sense) Related Posts ------------- [ 5 Oct ](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support)### [ExchangeDefender Support](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support) [Read more: ExchangeDefender Support](https://www-preview.exchangedefender.com/blog/2021/10/exchangedefender-support) [ 27 Oct ](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses)### [ExchangeDefender Whitelist vs. DEA (Disposable Email Addresses)](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses) [Read more: ExchangeDefender Whitelist vs. DEA (Disposable Email Addresses)](https://www-preview.exchangedefender.com/blog/2020/10/exchangedefender-whitelist-vs-dea-disposable-email-addresses) [ 21 Feb ](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained)### [New Service Manager for Exchange 2016 - Explained!](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained) [Read more: New Service Manager for Exchange 2016 - Explained!](https://www-preview.exchangedefender.com/blog/2020/02/new-service-manager-for-exchange-2016-explained) Search the blog Search Recent Posts ------------ - [ExchangeDefender New UI is Live](https://www-preview.exchangedefender.com/blog/2026/05/exchangedefender-new-ui-is-live) - [Announcing ExchangeDefender 10](https://www-preview.exchangedefender.com/blog/2026/04/announcing-exchangedefender-10) - [Merry Christmas](https://www-preview.exchangedefender.com/blog/2025/12/merry-christmas) - [Why IoT Devices Are a Hidden Security Risk for Your Business](https://www-preview.exchangedefender.com/blog/2025/11/why-iot-devices-are-a-hidden-security-risk-for-your-business) - [Top 5 IT Problems Small Businesses Face in 2025 — and How to Fix Them](https://www-preview.exchangedefender.com/blog/2025/10/top-5-it-problems-small-businesses-face-in-2025-and-how-to-fix-them) Categories ---------- - [Archiving](https://www-preview.exchangedefender.com/blog?category=archiving) (21) - [Business Continuity](https://www-preview.exchangedefender.com/blog?category=business-continuity) (13) - [Compliance](https://www-preview.exchangedefender.com/blog?category=compliance) (8) - [ExchangeDefender](https://www-preview.exchangedefender.com/blog?category=exchangedefender) (349) - [General](https://www-preview.exchangedefender.com/blog?category=uncategorized) (590) - [Hosted Services](https://www-preview.exchangedefender.com/blog?category=hosted-services) (86) - [Industry News](https://www-preview.exchangedefender.com/blog?category=industrynews) (29) - [Marketing](https://www-preview.exchangedefender.com/blog?category=marketing) (18) - [Phishing](https://www-preview.exchangedefender.com/blog?category=phishing) (5) - [PRO TIPS](https://www-preview.exchangedefender.com/blog?category=pro-tips) (44) - [Product Features](https://www-preview.exchangedefender.com/blog?category=product-features) (54) - [Security](https://www-preview.exchangedefender.com/blog?category=security) (65) - [Shockey Monkey](https://www-preview.exchangedefender.com/blog?category=shockey-monkey) (22) - [Spamfilter](https://www-preview.exchangedefender.com/blog?category=spamfilter) (5) - [Support](https://www-preview.exchangedefender.com/blog?category=support) (45) - [Webinars](https://www-preview.exchangedefender.com/blog?category=webinars) (44) Solutions --------- - [Stop Spam & Malware](/email-security) - [Hands-Free Email Backup](/livearchive-backup) - [Instant Email Recovery](/inbox) - [Send Private Emails](/corporate-email-encryption) - [Train Against Email Threats](/spearphishing) - [Share Files Safely](/web-file-server) Company ------- - [About ExchangeDefender](/about-us) - [Compliance & Legal](/our-compliance) - [Become a Partner](/partners) - [Support Portal Login](https://support.exchangedefender.com/) - [Microsoft 365 Email Management](/managed-email-operations) - [AI Advisory Service](/management-ai) ![ExchangeDefender](/assets/images/dark-xd-logo.png)USA: +1 (407) 465-6800 United Kingdom: 0800 8620149 Australia: +61 0390010641 Fax: +1 (954) 839-8737 [ ](https://www.facebook.com/ExchangeDefender) [ ](https://www.twitter.com/XD_Defender) [ ](https://www.linkedin.com/company/exchangdefender) [ ](/blog) © 2026 Own Web Now Corp - All rights reserved </> with ❤️ in Orlando [SLA](/sla) [TOS](/tos) [PRIVACY](/privacy-end-users) [AUP](/aup) We're Here to Help 👋 -------------------- Tired of AI 🤖 and hold music? Request a call or text (sms/telco charges may apply) and someone with a brain and a pulse will get in touch with you promptly. Close modal Website Name Email Address Company Phone Preferred Contact Method Text me Call me Call Date Call Time Time Zone Eastern Central Mountain Pacific London Paris Madrid Berlin Tokyo Dubai Sydney Request Human Contact Submitting... Close Start Your Free Year -------------------- Enter your details and we will set up your free year of email protection. Close modal Website Full Name Email Continue Submitting... Close Try ExchangeDefender for Free 💰 ------------------------------- We look forward to helping you secure your email. We offer a free 30-day no-risk trial, just fill out the form below and one of our onboarding techs will get you started. If you'd just like to take a look at the demo, click here for a [live demo site](/demo). Close modal Website Name Email Address Company Phone Preferred Contact Method Text me Call me Call Date Call Time Time Zone Eastern Central Mountain Pacific London Paris Madrid Berlin Tokyo Dubai Sydney 💰 Get your free month Submitting... 🏃 Explore a Live Demo Submitting... Close Train Your Team Before the Hackers Do 👋 --------------------------------------- ExchangeDefender Spearphish is our new phishing simulation and training tool, designed to help your team spot scams before they click. Want to be first in line? Request early access or get a personal demo — just drop your name and email below. Close modal Website Name Email Address Company Phone Preferred Contact Method Text me Call me Call Date Call Time Time Zone Eastern Central Mountain Pacific London Paris Madrid Berlin Tokyo Dubai Sydney Request Early Access Submitting... Close