Upgrading a stubborn user twitter.com

"... have you ever worked with an engineer so stubborn, that to get them to use the new OS they're supposed to be working on, you create a custom build of the OS, with the old UI, break into their office, and replace ROMs in their computer?"

Link has a brief story from the book "Commodore: The Final Years" which I think is something in going to need to get my hands on.