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102 DESIGN007 MAGAZINE I JANUARY 2018 It is with great sadness that my wife and I are saying goodbye to a dear member of our family, but don't run for your Kleenex just yet. The dearly departed is not a person or a pet, instead it is our old furnace that has finally kicked the bucket. In fact, by the time you read this, we will have already been basking in the warm glow of a new furnace for over a month. Although I am not very happy about having to spend the money for this new mega toaster, and I am unhappier about having to wear a winter jacket while writing this, there has been one good thing about this whole frigid adven- ture. With the furnace on the fritz, I had the opportunity to work with a wonderful gentle- man who has been helping us through this. This man, let's call him Jack, has been work- ing with us every step of the way with this whole furnace debacle. He explained to me fully how the furnace was supposed to work, and why it was no longer operating correctly. He performed many different tests and tried several ways to repair the old fur- nace. Finally, when all of that didn't correct the problem, Jack gave us some expert advice as to which type of new furnace would be best for our needs and connected me with the proper folks to install it for us. I can honestly say that I know more about furnaces now than I have ever known before, and I was completely comfortable with the final decision to replace the heater after knowing that we had done everything that we could to get the old one to work again. After all, some things just can't be fixed and need to be replaced. To quote the movie Frozen, "Let it go, let it go…" I have been working in PCB CAD tools customer support for years and years, and it isn't that often that the tables are turned and I have someone who is supporting me. I've got to say, it was a plea - sure being the recipient of some quality support. I learned a lot fr om Jack through all of this, and not just about furnaces. I saw customer sup - port being modeled Good Support Isn't Just for Customers Tim's Takeaways by Tim Haag, CONSULTANT

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