Yup, seen this first hand where I used to work, mind you even sending the computer diagnostics output back to the head of UK technical support doesn't always stop them telling you to replace components that logically can't be causing the problem but since it was still under warranty why care.I guess some must use the scatter gun approach and just change expensive parts
I also remember having to change the language on diagnostic kit to Italian so you could change some settings as it wouldn't store the change if you did it in English, wtf....