Over the course of the year, we have experienced several field failures. I recall one board had a broken component, and a few others would not start up (and it was later determined that a semiconductor component had failed.)
While field failures do not occur often, given all the product we send out to our roadtesters, they do occur. In engineering, stuff happens. In Chicago, we make a special effort to ensure the product we send roadtesters is packaged securely. In general, we don't open the anti-static packaging. There have been a few cases where we have, and I've instructed people here how to handle the boards. Roadtesters themselves should take precautions when dealing with boards that are susceptible to ESD damage.
What to do if a Board Fails
If you determine there is a board failure, make a comment on the roadtest page. Include any data you have gathered (i.e, voltage readings, resistance readings, visual inspection, etc.) Often times, the roadtester group members will assist you in troubleshooting the board and/or devices.
Writing the Review
In some cases, I have sent replacement boards, if that is feasible. I will adjust the deadline to make up for the lost time. In any event, whether a board has a field failure or not, the roadtester is required to write a review. If you had a DOA board, then tell as about it. If possible, suggest root causes of the failure. The review is expected within the 60 day testing period unless a modification has been approved by myself.
Randall Scasny
RoadTest Program Manager
