Let’s talk about Captain Complaint.
No, not a new Marvel villain (though the costume would be majestic).
This is that one user who appears out of nowhere, dramatically declaring:
“It’s broken. Your site. Your service. Not working. Fix it!”
Now, let’s not panic. You test the link. It works. You try it on three browsers. Still works. Even your nan opens it from her iPad while halfway through a Sudoku and confirms, it works.
Meanwhile, Captain Complaint says their mate in Tanzania can’t open your podcast on Spotify… and clearly, this is your fault. 🤷♂️
🧩 The Myth of Universal Working
Here’s the bit nobody likes to hear: tech isn’t universal.
Just because your content works in London doesn’t mean it’ll behave the same on a 10-year-old office PC in Tanzania, running Windows 7, behind a company firewall that thinks Spotify is witchcraft.
People will:
-
Open links from outdated browsers,
-
Use locked-down workplace machines,
-
Try on hotel WiFi connected to three VPNs and a hope,
-
Then message you:
“Why isn’t your link working? This is unacceptable.”
Honestly? I’m impressed it even loaded the page to tell me.
🔧 “Support” vs “Tech Babysitting”
Let’s frame it with petrol-station logic:
You fill up your car. It doesn’t start.
You don’t ring the petrol station and say:
“Your fuel is broken. Come fix my engine.”
No, you check your car. You call your garage. You realise you left the lights on and the radio playing Meat Loaf all night.
If your podcast or webpage works for 99% of people, but not Captain Complaint, it’s like saying the fuel is bad when your tyres are flat.
🧠 A Little Empathy, a Lot of Boundaries
We all want to help, it’s good customer service. But remember:
📌 You’re responsible for what you provide.
📌 They’re responsible for how they access it.
If they’re struggling, give them a simple checklist:
-
Try the link on mobile data (turn WiFi off)
-
Use a different browser (Chrome, Edge, literally anything from this decade)
-
Test from a different location
-
Ask a friend to check it
-
Or record a short video of what they’re seeing
Then say:
“We’ve tested the link on multiple devices and locations. It looks like a local network or device configuration issue, best to check with your IT support.”
And breathe.
TL;DR:
-
If it works for most people, and just not one, it’s not your fault.
-
Workplace firewalls, dodgy WiFi, regional quirks, or just using Internet Explorer in 2025 (somehow) can all cause issues.
-
People will happily blame you before even restarting their toaster.
-
You’re not their personal IT support line.
-
Have a checklist, stay polite, and gently push the responsibility where it belongs.
Final Thought: Captain Complaint Isn’t Your Problem
If something works for everyone except one person, you don’t have a broken system. You have a user with a broken setup.
At TL Martin Ltd, we help businesses draw the line between real support and being blamed for someone else’s network gremlins. You can’t hold their hand through their dodgy browser settings or company firewall policies, and you shouldn’t have to.
So next time someone rings the alarm because your perfectly functional link isn’t working on their end?
Smile.
Stay calm.
Channel your inner tech Yoda.
And remember:
Not all heroes wear capes, but Captain Complaint definitely wears out your patience.