Do we fix the problem or just the symptom? Client specs vs. actual use

I keep seeing techs rebuild systems exactly to what the client wrote down, but not to how the machine is actually used. Last month a small office in Gary asked me to upgrade their file server, specs looked fine on paper, but the real issue was 14 people streaming video all day. I told them the hardware wasn't the problem and adjusted the network instead, they thought I was dodging the job. Are we supposed to follow the ticket blindly or question the setup when we know better? Has anyone else had a client push back on a fix that wasn't what they asked for?

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