A customer had sent a fax message to a machine manufacturer that, while installing a new machine, they had found that an important part was not working properly. They requested the machine manufacturer to rectify the machine immediately by replacing the defective part under Warranty.
The manufacturer’s Service Engineer visited the customer’s factory the next day. He inspected the malfunctioning part and the rest of the machine, and asked the customer’s machine operator a few questions. While he was clicking photographs of the machine, the customer’s General Manager came to the machine and asked the Service Engineer when the defective part would be replaced. The Service Engineer replied, “The part is not defective, sir. It was damaged in an accident in your factory. So, you will have to pay both for the part and for the labour.”
The General Manager angrily said, “There was no accident. The part is defective and must be replaced under Warranty.”
The Service Engineer replied, “Sir, please see the physical damage on the malfunctioning part. There definitely was an accident. I asked your machine operator whether the main motor had tripped after the collision, or whether it had remained on. He thought it was a routine question, but it was a trap! He replied that the motor had remained on, but he had shut it using the Emergency Stop Switch a few seconds after the collision. Doesn’t that confirm there was an accident, sir?”