Every vendor is in a position where customer satisfaction is a major priority.
No matter what the product, the vendor wants their product to be used successfully by their client and help aid in the client meeting their financial objectives. However, sometimes the product does not perform as intended in the field and the client looks to the vendor for the explanation. Traditionally, the client is going to insinuate that the vendor's product is deficient in some manner. Conversely, the vendor is going to be concerned about how their product was installed, maintained and operated while in service. One fact remains, the client's business objectives could be impacted and dissatisfaction exists.