# Legal-threat / Urgent fault complaint — escalate owning rep + SC

If client says lawyer is reviewing install-day faults / slow replies / paid courier+parts and machine still fails:
- Do not leave Urgent unanswered.
- Escalate owning sales + Service Control with timeline.
- Avoid Ephraim generic callout/dropoff as the only reply.
Example: Jacky DTF “Urgent” (batch 51).