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The support staff probably wouldn't get anything done with any given bad modem ticket, but the analyst looking at support data for the week/month might notice that we've had 82 reports of defective modems of a specific model in a short time frame, and this is a new problem... one that we should probably grab a defective modem, get the vendor and take a look to make sure we don't have a big problem (the assumption might be defective hardware, but that's why you gather evidence and investigate further).