You guys are a bunch of nerds, somebody has to know the term Im looking for to describe this phenomena.
When an inert even triggers customers to believe there is an issue that doesnt exist, or they notice an existing issue and assign it to the event. Some examples: You put up a notification that site A is undergoing maintenance, so a customer on Site B that is totally isolated sayas that ever since that maintenance, there has been a problem. We did a mass change of our defalt WPA keys on managed routers. Probably 1 percent of the customers claimed that "ever since the change" there has been some issue. Changing they WPA key wont impact performance. I just completed a network wide rate plan naming convention change, every non custom account will have anew name for their rate plan on their invoice. this had zero service impact, its just clerical, but as the bills go out, probably 1 percent (probably that same 1 percent) will call in with an "ever since the change" complaint. Im not looking to argue with the customer as to whether there is an issue or not, Im simply looking for the name of the phenomenon. Id like to incorporate this into tier 1 support training so that this doesnt continually generate nuisance escalations. Some reference material on it would be the bees knees. Everything has a name, like Petrichor: the way it smells outside after rain or Phosphenes: the lights you see when you close your eyes and press your hands to them.
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