Doh!You are 100% correct,
A good example, I had a customer call yesterday, told me his car was running very rich, sometimes wouldnrun at all, wanted to talk to Vortech about the canned tune.
I told him based on what I'm hearing, that he blew a tube off, 15 minutes later Email saying all is good, found a tube off
Sometimes we can diagnose over the phone, sometimes we can't
Ken spent 12 hours tuning a customers car last year, never would run right
Guy finally took it to another shop, turns out the injector spacers were on the bottom instead of the top
Go figure. That's the stuff you guys don't see sometimes that gets things backed up
Patience