Client with poor communication skills can't get point across

A client of mine calls my boss and says that his accounting software keeps crashing. I'm the one who maintains such problems in the office, so "going over my head" didn't get this guy anywhere. Then when I do go to their office I ask the bookkeeper about the problem. She looks at me like I have three heads.

"Hasn't Peachtree been crashing?" I asked.

"Ummm, noooo," she says with a bewildered look.

Well, if it ain't broke, I can't fix it. And if I was contacted directly I might've been able to diagnose what the owner was going through. I have a feeling it only needed a reboot, but so many people are too lazy to do so.