Case Study

B2M Eliminates No Fault Problem, Saves Customer $48,000 A Month

Source: B2M Solutions

“Why am I paying for all these devices to be returned when there is nothing wrong with them,” is often the customer response when a managed service provider (MSP) or manufacturer delivers a “No Fault Found” report on a repair order.

The scenario starts when the end user has an issue with a device. It could be that the battery was not charging, there was no network coverage or applications were not working. The end user either calls the helpdesk or swaps it out. Unfortunately, they find the issue cannot be diagnosed over the air so it is sent back to the MSP and/or the OEM.

Tests are carried out. The MSP and OEM try to reproduce the problem. After finding the issue cannot be reproduced, the device is rebuilt and sent back to the end user with No Fault Found listed as the root cause.

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