Testing

An alarmingly high percentage of warranty items we see do not show any problem on the test bench. When an item arrives with a vague problem description and we can not duplicate the problem or worse, we're told it is "dead" but everything seems to work fine.... what should we do?
 
The list of possibilities is extensive: cords, handsets, wiring, programming, intermittent connections, control unit problems, and user error are the most common reasons for making working phones seem broken.
 
We suspect many customers may notice a problem and immediately send it in for warranty work. If a phone works for 3 months then goes dead that could easily mean the phone goes dead for one day every 3 months but works perfectly 361 days a year. If we can not duplicate the problem and all we have been told is "it's dead" should we then test the item for 3 months?

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