Yes , As far as looking bad ,there are times when you need to advise the customer there are things totally out of your control. The big orange and black in this area went to customers and managed to get contracts for maintence. They still have to contact the dealers on non Orange and red equipment to clear codes and trouble shooting. The feed back I get from techs is the customer gets stuck a lot of times with down equipment and they get mad at the techs. Sounds like Your management needs to drop them like a hot rock.