I had a hard time formulating my question right.
The company I work for makes a software on which we provide support. When something doesn't work our customers call us and we help them make it work.
We go out of our way to help but have a hard time setting boundaries.
For instance, our software prints reports. For it to be able to print that report the printer needs to be configured right. Our company also provides support contracts for that which a customer can purchase or not.
Ever so often the interaction with our software and the printers doesn't work and it clearly is an issue with how the printer is configured. When the customer purchased the printer with us, we fix that issue.
What I run into, is when a customer buys our software but hires another company to take care of their hardware.
Our software "isn't printing right" but it's because of a miss-configured printer. For me it's a 2 minute fix, but they're paying someone else to take care of that. I relay them to their own IT-support but they keep calling us.
It would have taken me less time to fix the issue then having to keep answering the calls.
It turns out with a customer with a sour image of our company for something we're not responsible for and a lot of wasted time for a service they're paying someone else for.
The issue is: The customer keeps calling in. I keep answering and relaying them to their own IT-support. But the time I lose by answering those calls is far bigger then just solving the issue.
I want to keep the relation with the customer healthy, but I also don't want them to call us with every computer issue because "you know so much about computers".
How can we have a healthy support boundary?
(The thing about the printer was an example but we get a lot of IT-related questions where they're not paying us for that support.)