The next benefit of Advance Replacement is that your customers have immediate access to technical experts who can quickly diagnose and resolve hardware issues.

These experts are available to help your customers:

		Diagnose the problem.
		Solve the problem.
		Dispatch spares or replacement equipment quickly, based on their service level.

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

There have been cases in the past where some customers have had 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.