The dispatcher calls and tells Bob that a customer has a real problem with a condensate leak. The unit in the attic has leaked so much that it overflowed into the insulation in the attic, which became heavy and caused the sheetrock in the ceiling to fall through into the upstairs den.
Bob arrives within 30 minutes and the customer meets him in the yard. The customer is really mad, as Bob's company had installed the unit about two years ago. Bob calms the customer down by listening to him and then says, "There must be some explanation to this. I will get to the bottom of it and give you a full report."