normal la. my case, i even told them my results of troubleshooting and requested exactly what needed to be replaced. and yet they play ping pong until TM need to come and in the end, it's the exact thing i requested them to replace in the 1st place. It is so hard to tell them what to do since they follow strictly on their SOP (pressing phones at our site) while our bosses asking us why they come and press phone without doing anything? I have been put in a hard situation to deal with them and nowadays i pray hard for Maxis devices in our office to not making problems again. I hate to deal with their "MaxPert" ppl ever again.