Is it okay to reply "RTFM" to a customer?
Often we are getting questions from developers of our customers who are implementing our API. Our API is documented pretty well and it should be clear for developers how to implement the API. At least they should know how to start using the API by reading the manual.

But still, we are getting questions on how they should start. It is clear that they didn't read the manual at all.

Of course, if we can improve the manual we will do that.

And of course, if there is a specific technical issue we will help them to resolve that issue. (See http://stackoverflow.com/questions/18285/is-rtfm-counter-productive as well)

And, last but not least, the customer is always right. We are really friendly to customers and give them all the tender, love and care they need.

With most of our customers we have a really good and informal relation. The same with the developers of our customers. We have a direct connection with the developers in a really friendly way as well.

I have an example: A while ago one of my colleagues replied to a customer: *"Guys, this is a VPN connection. A standardized protocol and hardcoded into every Juniper/Cisco box out there. How complex can it be??"* The reply seems very rude. However, the customer did get the point and wasn't offended at all.

What do you think:

1) Is it okay to reply with "RTFM" to a developer?

Would the developer get the point and appreciate it (which is the most important!!)? Or would the developer be offended?

2) Would you be offended?
Is it okay to reply "RTFM" to a customer?
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Often we are getting questions from developers of our customers who are implementing our API. Our API is documented pretty well and it should be clear for developers how to implement the API. At least they should know how to start using the API by reading the manual.

But still, we are getting questions on how they should start. It is clear that they didn't read the manual at all.

Of course, if we can improve the manual we will do that.

And of course, if there is a specific technical issue we will help them to resolve that issue. (See http://stackoverflow.com/questions/18285/is-rtfm-counter-productive as well)

And, last but not least, the customer is always right. We are really friendly to customers and give them all the tender, love and care they need.

With most of our customers we have a really good and informal relation. The same with the developers of our customers. We have a direct connection with the developers in a really friendly way as well.

I have an example: A while ago one of my colleagues replied to a customer: *"Guys, this is a VPN connection. A standardized protocol and hardcoded into every Juniper/Cisco box out there. How complex can it be??"* The reply seems very rude. However, the customer did get the point and wasn't offended at all.

What do you think:

1) Is it okay to reply with "RTFM" to a developer?

Would the developer get the point and appreciate it (which is the most important!!)? Or would the developer be offended?

2) Would you be offended?