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See if your customer can open a support call on a Time-and-Materials basis.
(Have them be seated when they're quoted the T&M fees.)
That will get a Service Engineer to the customer's site with the password to fix the system.
That SE will input it to the chassis and the system will get repaired.
Also request that the SR be dispatched and escalated through the customer's local District Service Manager with a request to waive the T&M charges. The DSM has the responsibility to maintain company Good Will and to maintain company profitability in the local district.
The worst that can happen is that the customer gets the service on a pay-as-you-go basis.
They could also get the charges waived if they put the system under contract.
They could also just get the charges waived.
It will all depend on what sort of relationship they have with the DSM.