In some cases, these experts are able to resolve your customer’s issues without replacing the hardware. In certain circumstances, the issues that customers experience may not have anything to do with the hardware being defective—and everything to do with a completely separate problem. In the past, some customers have spent the money to replace hardware that was not defective at all.

Some customers have a tendency to rely too much on hardware replacement to resolve their network problems. As a result, these customers tend to purchase more on-site spares than are necessary, or they may end up fixing non-hardware-related problems with an expensive spare.