Inspired by Biomorf's thread...
What's the best instances of the customer/end user reporting a problem to you saying "we didn't touch it" or some variation on that, yet eventually the full story unfolded and proved somewhat different?
I used to work for a company that sold machine vision systems to inspect LCDs used in mobile phones. There was apparently a high "false reject" rate. Without telling the customer we added a feature to record the images of failed displays to hard disk. The next time the customer complained of false rejects we showed them a raft of images with fingers and other "foreign bodies" inserted in between the camera and the LCD.... QED.
Or, at another company, the case of a paper manufacturer whose machine "suddenly" started winding creases into the paper. Eventually it turned out the customer had moved the machine themselves (by about 6 feet!!!)and had left a misalignment of about an inch between the unwind and rewind sections of the machine.
What's the best instances of the customer/end user reporting a problem to you saying "we didn't touch it" or some variation on that, yet eventually the full story unfolded and proved somewhat different?
I used to work for a company that sold machine vision systems to inspect LCDs used in mobile phones. There was apparently a high "false reject" rate. Without telling the customer we added a feature to record the images of failed displays to hard disk. The next time the customer complained of false rejects we showed them a raft of images with fingers and other "foreign bodies" inserted in between the camera and the LCD.... QED.
Or, at another company, the case of a paper manufacturer whose machine "suddenly" started winding creases into the paper. Eventually it turned out the customer had moved the machine themselves (by about 6 feet!!!)and had left a misalignment of about an inch between the unwind and rewind sections of the machine.