Susan Brown
The key information we want from customers is symptoms – descriptions of the timing and behavior of the malfunction. This is data that can be helpful. Many of them, for some reason, also like to guess what the problem is. This can actually influence many techs’ thinking, which can interfere with accurate troubleshooting.
So, yes, there are many statements that customers make that we listen to politely, but in our minds, we discard because they are guesses that aren’t useful to the troubleshooting process.