Send in the Expert ?

I have a customer of mine that has a very large copier/scanner that is used for scanning documents and then saving them to a network file share.  The copier/scanner actually have a full PC inside of it for managing all aspects of the device.  Well, the hard drive in the PC went bad, and had to be replaced.  The “expert” from the copier solution company showed up and replaced the hard drive, he then claimed he was done with the work that had to be completed.

I guess that he might have been technically correct, after all, the hard drive was replaced with a new one.  However, there was no operating system, no scanner software, no logging utility, etc….you know the actually applications that were on the old hard drive and are required for making this whole thing work.

After about a 10 minute conversation with me, and then with his people back at his company, he started to do the load on the new hard drive.  This was completed, and then all the necessary applications were installed.  After about 2 hours everything was completed, tested, and working again as expected.

When I show up at a customer’s site, I am the expert, I would never dream of just showing up, putting in a new hard drive and then just saying “OK…done here” and leaving.

I don’t know if this was some kind of miss-communication between this tech and his office, or if he really just thought he was replacing a hard drive and only replacing a hard drive, but in either case;

He is the Expert ???????

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