Progress?

You work for a company that produces custom software products. One of your customers experiences a warning message. To give you the best feedback possible, he disciplinately gets a printscreen of the application displaying the message and one of the directory that contains the files produced by the application.

Well educated customer, ain't he? at this point, as you have a helpdesk account, he e-mails the picture with some explaining text...

...too simple, isn't it? that's why he actually printed the images, scanned them, converted them into a pdf and emailed it...

Of course this enabled him to pen down a couple of notes on the images, but... ehm...