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In my certain case. I told customer service that the download link was not working at 9:01 AM on Friday morning and she told me that she would tell "IT" about the issue. So they had all day Friday during normal hours to fix it.
They "IT" probably checked their link as Elise did and it works for them. So it is a "User" problem in their minds. I have been there. And that is where I would have stopped if I was answering support for an internal (inside our network) customer. But for an external customer you cannot assume that what is working for you is working for the public facing site. As GoofusBrodway mentioned it is most imperative to use a computer outside your network connected as the public does to determine if a problem exists for them or not.
For me, the download links are still not working.
They "IT" probably checked their link as Elise did and it works for them. So it is a "User" problem in their minds. I have been there. And that is where I would have stopped if I was answering support for an internal (inside our network) customer. But for an external customer you cannot assume that what is working for you is working for the public facing site. As GoofusBrodway mentioned it is most imperative to use a computer outside your network connected as the public does to determine if a problem exists for them or not.
For me, the download links are still not working.
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