Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
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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Great article! I could not agree more with your comments about the poor service you received and the need for us consumers of tech. products to be more discriminating. My recent experience show that there are some businesses that clearly recognize the value of good service and support, and of course, some that do not.
Positive case #1: Epson--I purchased a new Photo Stylus 960 and after 3 months one of the times I printed a CD the printer jam light came on and would not go off. I called Epson Technical Support and went through only one layer of voice menu and one minute of waiting time. The service person was superb! This individual: 1. Spoke and understood English 2. Did not waste my time 3. Made a promise that Epson backed up fully.
I received a new printer AND all new ink cartridges and a UPS paid return of my problem printer--now that is one company you may be sure I will deal with again.
Positive Case #2: V-com & System Commander 7--After locking my hard drive using their product, I could not unlock my system. (Mind you that this is about 2 years or so after purchase and install.) I called tech support and got through to a very curteous and knowledgable person within 5 minutes. My problem could not be solved immediately--so V-Com support worked with me over the next week via e-mail (I was in the midst of moving) and eventually gave me instructions and a program that solved the problem. Again, in this case I have become that much more a committed customer of a business with great service and support. I just purchased V-Com latest System Commander 8.
Semi-negative experience: Intuit & Quicken. My wife first began using Quicken to track our finances in 1993. We upgraded just about every year since then with one or two exceptions. Yet Intuit gives only a $20 discount to longtime loyal customers such as us--I am just about fed up with that policy and Intuit. At least V-Com (see above) gave a 50% discount for my System Commander 8 upgrade!