> quietly swapping things out with no questions when people come in to complain. Your tone makes this sound like a bad thing. Isn't this exactly what you would

> quietly swapping things out with no questions when people come in to complain. Your tone makes this sound like a bad thing. Isn't this exactly what you would want the company making your hardware to do? In what way is the typical alternative (a gauntlet of ignorant script-jockeys) preferable?