R&M; Machinery had for years provided XYZ with sophisticated equipment and relia

Question

R&M; Machinery had for years provided XYZ with sophisticated equipment and reliable repair service. XYZ returned a failed piece of equipment. A meeting was held which included Archie Hunter, a representative from XYZ; Norm Nash, R&M;'s returned goods area representative, and, Walt Winters, an R&M; engineer intimately acquainted with the kind of equipment XYZ had returned. Norm Nash represented R&M;'s "official position": the piece of equipment is all right. However, during the course of the meeting it becomes apparent to Walt Winters that the problem has to be R&M;'s. He suspects that the equipment was not properly tested out by R&M;, and that it failed 5 because of an internal problem. Should Walt say anything about this in the presence of the customer, or should he wait until after the meeting to discuss this with Norm Nash?

Explanation / Answer

Walt should wait for the meeting to get over and then discuss it with Norm Nash.

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