What is this BS Castle is feeding this customer?

[BrianG]

It's probably just a safety blanket statement until more details can be found. No sense in people blowing more packs until the issue can be pin-pointed.

It's kinda like if you smell something burning in your kitchen and you aren't cooking anything. You unplug/unhook everything to eliminate all causes. Then, you look into what's going on. Once you find that small piece of bread jammed in the toaster, you plug everything back in. OK, bad analogy, but you get the idea.