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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There's room in the market for more
by Kick The Donkey on Thu 26th Aug 2004 14:19 UTC

Since others brought up the car analogy, lets extend that a little. If we say:

Apple = Mercedes/BMW
Dell = GM (everything from Chevy to SAAB and Cadilacs)

With BMW's, you pay a premium for the car. That means better engineering, design, and support. Some BMW dealers around here have driving ranges, massages, T1 connections, etc so you have something to do while your car is being worked on. They'll hold your hand, and go the extra mile to make you happy.

You buy a Chevy, you'll get Chevy support. Stale coffee and all.

There's room in the market for a Toyota/Honda/Nissan style of computer vendor. Moderatly well designed cars, excellent engineering, without quite the level of hand holding.

Apple's problem is they don't realize that most people aren't willing to pay the level of premium they expect. If you give people value, they will spend a little more. Just not a lot more.