Personal computing discussed

Moderator: Dposcorp

 
Nec_V20
Gerbil First Class
Topic Author
Posts: 169
Joined: Mon Jun 03, 2013 1:06 am

A question for you

Mon Jul 08, 2013 2:17 pm

This question applies to hardware as well as software and the question is:

In your opinion is technical support a post sales endeavour or is it a pre sales one, and why do you hold this position?
CoolerMaster HAF X, i7-990x, Gigabyte X58A-UD3R, 24GB Corsair XMS, Sapphire 7950 Vapor-X, Corsair Neutron 128GB, 3*Seagate HD (3TB), Seagate HD (1.5TB), Hitachi HD (2TB), Plextor DVD + BluRay, StorageWorks DAT 72, 29160 SCSI Adapter, Corsair H80
 
Arvald
Silver subscriber
Gerbil Elite
Posts: 595
Joined: Tue Sep 27, 2011 12:14 pm
Location: Gerbil-land, Canada

Re: A question for you

Tue Jul 09, 2013 8:40 am

The more complex the product to more it becomes both.
I've been through a number of Enterprise level purchases now and part of our RFP is a test of the vendors support process.

I've seen some go from gold/platinum standard down to a level where we would not have bought it had it been like this (and back up again after customers started complaining and leaving)

Why would you buy a complex product that requires specialized support without knowing what that support is like?

just my $0.02... getting hard to pay that in Canada... heres a nickel instead :-)
 
Flatland_Spider
Graphmaster Gerbil
Posts: 1324
Joined: Mon Sep 13, 2004 8:33 pm

Re: A question for you

Tue Jul 09, 2013 1:48 pm

Hardware: It depends. Are you going to keep the hardware, or are you going to ditch it for a newer model when it breaks? If you're going to keep it, support gets factored into the purchase.

Software: Support matters a lot. If something is broken, the program is useless. We use software so our hardware will do things, and sometimes there isn't a good alternative. It's easy enough to swap hardware, but it's much harder with software, since most people don't have the time to write their own.

Who is online

Users browsing this forum: YahooSeeker [Bot] and 3 guests