The Class System of Technical Support

Comanies with poor tech' support will slowly and inexorably lose custom (OK Bill G is just too big for that..he can ignore everyone...).

I work for a small company and the guys installing our equipment know they can count on us for tech support and they will often actually speak to the designer (me ). They tell me tales of other companies putting them on indefinite hold or promising to call back...which happens two days later...no good when you are on site.

I know we aren't perfect...but at least we try...and if we don't know the asnswer we will say so...we will also say..'If I were you I'd take it off the wall and fit a new unit' if that is the quickest way forward... we recognise that these guys are at the sharp end and their time is money... often they aren't even the 'end customer' .

If they would rather fit our products because of good support then our business will grow. (I do try and design products that don't need support... )

I tend to expect a similar level of service when I am the customer...all too often I am dissapointed..

Del