Friday, August 15, 2008

Customer Problem Solving

Customer is having problems out in the field, one of the troubleshooting steps is to eliminate lne appearances to verify they are not causing a problem. One of the guys I worked with told the customer, line appearances are OK, just to save that for the last troubleshooting step. Do everything else that was suggested before changing that.

Customer wants to know why to remove the line appearances if it is OK to have them.

Guy I work with explains the rules for line appearances and lets them know as long as those rules are met , it is OK to have the appearances.

Customer says, OK we will make sure the appearances follow the rules so they won't have to remove them for testing.

I am willing to bet CASH MONEY that they are breaking one of the rules and this is causing their problems. I cannot understand why people refuse to clear a problem that is causing me so much pain.

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