I agree with a lot that's been said. In the example, a keybaord was replaced to make the customer "believe" in the solution. I understand the philosophy...replacing the keyboard didn't jurt anything, and the customer "feels" the solution is good.My problem with this solution is that we won a small war, but may end up hurting ourselves in the long run. This happy customer will now go to lunch with his\her co-workers and explain to them that they HAD to be given a new keyboard to solve theirproblem. What do you think will happen when these folks come back from lunch. Ring, Ring..."Tech Support"..."I need a new keyboard". When you say, no, they will end up saying, "but you gave so-and-so one...". Problem. Now your replacing good keyboards all over the place - for what - to make people feel "good". Not worth it in the long run. I agree that there are times where this approch works, but this should be used very rarely.
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