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It is not uncommon for customers to be fooled into thinking a piece of
equipment is faulty when it is not.
It is often not within their skillset to be able to reliably diagnose these
things, and they jump to erroneous conclusions.
You cannot always rely on their evidence, you often have to rely on your
past experiences as a professional instead.
If a customer brings me an amp with allegedly intermittent problems, it does
not sit quietly on my bench while I wait a day for it to go wrong.
I will poke and bang the fuck out of it to try and make it exhibit some
crackling or other such noise.
If it doesn't, then I will begin to suspect the fault is elsewhere.
Very often intermittent problems are down to switched jack sockets having
dirty contacts.
FX returns, Inserts, headphone sockets that cut the speaker, are prime and
very, very common suspects to be checked first.
Gareth.