(17 Feb 2014, 9:58 pm)Dan wrote Yes, and that's when Go North East started looking for a fix. It wasn't as simple as one may assume and took a rather long time to actually find out what the problem was. There was no workaround - just a fix. The fix itself is actually quite complex and takes a bit of time to perform.

4 months is still an insane amount of time for an infrastructure fault. It would imply a low priority rather than anything else. In my own experience, unless the device is completely shot, it can usually be fixed by either upgrading or downgrading the firmware. If the product has shipped, at least the version installed at time of shipping should be working, as it should have gone through more than enough UAT.

It's not uncommon for IT providers to start paying financial penalties to their clients if infrastructure faults becoming service affecting, and last over a number of hours. This isn't just service affecting. It's total loss, and it's lasted for months.