I handle most of the technical support problems for complex machinery that our company sells. This machinery has multiple control boards, with SD cards in them that control vital functions of the machines. Occasionally, when the machinery is mid-cycle and there is a power loss (like power to a whole building), an SD card can get corrupted. We have very clear documentation that explains why this happens, and how to formant an SD card on a Windows computer or Mac. This effectively fixes the issue. A computer literate person should be able to do this in less than 2 minuets.
Client: The machine is not working.
Me: Is it partially working or not starting at all? How long ago did this problem start? Are you able to run the test program?
The test program runs a full diagnostic of the machine and gives a full read out of what is wrong, if it fails to run then an SD card is corrupted, it takes 3 seconds to complete.
Client: Only the power light is on, nothing else works.
Me: Are you able to run the test program?
Client: We have not tried that.
Me: Can you try running the test program and tell me what happens?
Client: We will try that and call you back.
They hung up.
Three weeks went by.
Client: You have not fixed our machine yet.
Me: I believe I spoke with you a few weeks ago, are you able to run the test program?
Client: We will get back to you.
They hung up.
One week goes by.
Client: We want to return your machine and have you send us a new one.
Not only is this nearly a logistical impossibility, it would cost tens of thousands of dollars, which the client wants us to pay for.
Me: I’m showing that there is still an open case with your machine, were you able to run the test program?
Client: We have tried that dozens of times, nothing works!
Me: I understand that sir, if the test program fails to run then the SD card must be corrupted. Was there a power loss to the machine or your building?
Client: No, never!
Me: How is the machine hooked up to your circuit breaker, is there a chance it can be disconnected?
Client: Do you mean when I turn the breaker off at lunch to save money?
Lengthy conversation on how power loss to an active machine is bad.