Star Demand Service and Support from Tech Companies
Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
In the News I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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Support doesn't work
by Anonymous on Thu 26th Aug 2004 02:33 UTC

Support is a fool's game. Think about it: how well can someone support hardware when they don't have a hold of it? And how well can someone support software over the telephone? The answer is, torturously if at all.

I think people are just mistaken in thinking that they ought to get support from their vendor. For anything other than replacements, it's a much better model to get support locally. We end up asking vendors to do the near-impossible and then complain when they suck at it.