02-27-2012
I've been in similar situations, and it is often very difficult to push back to the customers (end-users) that while you can RCA the problem, you are not authorized to fix it.
A lot of my time now is spent proving negatives where an issue is raised to us and we need to check if it is our problem. If it is not, we often have to provide documentary evidence that it is not us and point the customer to who they need to contact to escalate the issue.
I think the single most important help for me is the fact that my line manager will back us engineers up completely if we have taken an issue as far as we can, and he fields the heat from the customer in that case.
It is difficult not doing something you know will work to fix an issue, but I've learned to be careful to not do anything without cast-iron authorization from the correct person(s), simply as a self-preservation measure.
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