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...and the management backed down liked subdued jackals 
At the time we had a user who was having a persistent problem with her machine, it had been back to us a dozen times and each time was "No Fault Found" (although I think the engineers just starting throwing random new parts into it after the first 3 or 4 times).
The customer eventually went to Watchdog (a UK consumer show) to complain about the company and there was a hit piece soon after, eventually one of our engineers got sent out (our on-site was sub contracted and they were trained chimps, they'd only replace what they were told to) to rectify the issue - he found the problem within ten minutes and it wasn't the computer, but management still folded - not even a "Customer was an idiot" letter to Watchdog. Only three and a half strikes but they're all doozies.
1)The customer was using a personal PC to run a small business so was getting extra stroppy because of the lost income - we had business computers, not that much more expensive, considering, with better support.
2) The second that the PC was back at the customers house she'd Ghost a version of NT onto the system (we supplied it with Win '95), so non-supported OS.
3) HER FREAKIN' IMAGE WAS BORKED!!. She'd taken the image when NT was playing silly bastards so whenever she put it back on the exact same problem reoccurred
1/2) She never told us on the phone that she'd installed NT (we weren't trained on it). Don't exactly remember this bit but we should have spotted that it wasn't a '95 install, unless she was lying to us or had run a full OS restore.
So, running a business from a 'personal' computer, unsupported OS that was busted and our directors didn't even send in an "Errrmmm, you may want to look at why it's gone wrong" letter.
Spineless freaks
At the time we had a user who was having a persistent problem with her machine, it had been back to us a dozen times and each time was "No Fault Found" (although I think the engineers just starting throwing random new parts into it after the first 3 or 4 times).
The customer eventually went to Watchdog (a UK consumer show) to complain about the company and there was a hit piece soon after, eventually one of our engineers got sent out (our on-site was sub contracted and they were trained chimps, they'd only replace what they were told to) to rectify the issue - he found the problem within ten minutes and it wasn't the computer, but management still folded - not even a "Customer was an idiot" letter to Watchdog. Only three and a half strikes but they're all doozies.
1)The customer was using a personal PC to run a small business so was getting extra stroppy because of the lost income - we had business computers, not that much more expensive, considering, with better support.
2) The second that the PC was back at the customers house she'd Ghost a version of NT onto the system (we supplied it with Win '95), so non-supported OS.
3) HER FREAKIN' IMAGE WAS BORKED!!. She'd taken the image when NT was playing silly bastards so whenever she put it back on the exact same problem reoccurred
1/2) She never told us on the phone that she'd installed NT (we weren't trained on it). Don't exactly remember this bit but we should have spotted that it wasn't a '95 install, unless she was lying to us or had run a full OS restore.
So, running a business from a 'personal' computer, unsupported OS that was busted and our directors didn't even send in an "Errrmmm, you may want to look at why it's gone wrong" letter.
Spineless freaks
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