I was going to write a post about communicating with customers, but
Ben did a better job:

>> :::i
>> :::still didn't answer your question... it is is call
>> "communication" bro!
>> :::
>> :::If i see a strange problem, lets say for the sake of the
>> discussion that
>> :::i'm
>> :::not sure to fix it, i will SPEAK, yes, SPEAK with the customer
>> and tell
>> :::him
>> :::that first, it could take many hours and i may NOT find the
>> problem...

You have to set expectations, then everybody knows the difference
between success and failure. Most shops I deal with will tell you
right up front what their policy is. The ones who don't, I wouldn't
mess with.

Jim