Fixing it in documentation

Another in the occasional series of the way in which companies fix broken products and services by providing documentation, rather than just fixing the problem(s) in the first place.
In this story, a small-business owner receives assistance from a Verizon support rep:
Endless Knots: Verizon: I hope you're seeing these posts

I do realize your's [sic] is a small business account, however, we are experiencing some issues due to recent changes in the small business access link. Do not click the 'Business' tab, but instead, in the 'Manage Your Account' section in the upper right hand corner, do not select 'My Business Account' but select 'Small Business Phone'.

via Verizon might want to hire a usability consultant for its Web site | Universal Hub