Rants
Questions
Soapbox
Best Practices
NEWSLETTERS
SUBSCRIBE TO CIO
Are you involved in setting the direction for your company's IT budget or strategy?
Apply today for a FREE subscription to CIO Magazine!
Mon, Nov 9, 2009 15:52 EST
Oh when will I receive the support I am paying for ?
|
Posted by: Anonymous in Rants Topic: Partner/Vendor Management
Current Rating: |
I am going to rant here for a second. What has happen to the idea of providing “customer support”? The word in it self is almost taboo. I know I am paying and paying and paying but I get nothing in return. Yeah I undertstand the market is tuff, I undertsand that “Customer Service” is a cost center. But don’t you think in the end its cheaper to at leats try to appease me as a customer than to loose my business, I would think so? But nooooo, evertime I turn around I have some vendor, I am paying gobs of money too (can’t use the other word ) already telling me why they can’t fulfill what they are contractually obligated to. The most insulting part is the attiude (apparently attiudes are free of charge) that comes along with the half a$$ service. Like they are doing me a favor by even considering my pheasant request. I undertsand that alott of these businesses have become commditized, very low margins. Here is a novel idea, rather than just being the cheapest, differeniate yourself. Go the extra mile, provide the service customers are looking for. “Be the value addded propisition”.
All Comments
Comments
Fri, Nov 20, 2009 20:25 EST
Dear Anonymous Ranter,
You'll get what you pay for when you engage the right local Value added integrator. Going direct to the manufacturer makes you a tiny fish in a huge pond. Going to the wrong integrator makes you a sucker. Read chapter 5 of Risk Free Technology to learn how to find the right fit - and then do your homework. If you get lousy service it's likely because you bought without really doing your homework. There are great local integrators around the country who will actually surprise the heck out of you with the personalized and highly effective (and respectful) support they provide. It's your job to find them, scrutinize them, and don't buy any BS.
Happy Hunting.
You do not have flash or javascript support.
Sat, Dec 26, 2009 22:39 EST
This is a good opportunity to learn from your mistakes. Go back and ask the who, what, when, where, and how you came to chose this company.
What have you done to address the issue at a higher level? Who are the competition and engage in talks with them and confidentially leverage that information to your discussions with your current vendor.
I make a habit of working to build a strategic relationship with my vendors and make a clear point to them that I mean business and will challenge them to the market place. Consolidating as many of your IT needs through as few vendors as possible makes a relationship smoother on both ends.
Try working to consolidate your vendors which will make you more of player on their list. Don't sign contracts unless absolutely necessary. This will allow you the flexibility to walk away if you are not satisfied and hold them to their service level agreements you agree to on the onset. I have walked into situations similar to your and have been able to do a few 180's. It takes good communication and confidence in knowing who is calling the shots.
You do not have flash or javascript support.
Post new comment
Hot Conversations
So Long, SAP's Leo Apotheker, We Hardly Knew Ye
Posted by Thomas Wailgum in News | 4 comments
Ex-Microsofties Look Back in Anger
Posted by Shane ONeill in News | 4 comments
The Price of IT Outsourcing
Posted by Beth Bacheldor in Best Practices | 2 comments
The iPad and Netbooks: Comparing Them Is Stupid
Posted by Shane ONeill in News | 1 comments
Enterprise IT's Top Enemy: Its Own Arrogance
Posted by Thomas Wailgum in News | 10 comments
Start a Conversation
Got something to say? We want to hear it! Click the Post button to get started. GO»
EXPERT ADVICE
There's a lot of buzz about Windows 7 out there. Each month in our webcast series, listen to analysts and customers discuss how Windows 7 and the Windows Optimized Desktop is impacting large companies around the world. Learn how they evaluated Windows 7, including the cost of deployment, deployment strategies, and tangible benefits.
Sponsored by Microsoft
Listen to on-demand Recordings »
A Framework for Better Application Delivery
The complexity of application delivery is driven in part by the evolving applications environment. Instead of approaching application delivery from a siloed fashion, this handbook looks at end-to-end guidance and discusses the impact of ignoring the WAN, Web apps that are chatty, data center consolidation, SaaS, Web 2.0 and virtualization.
Sponsored by Riverbed
Read this White Paper »
Microsoft® Exchange 2010 includes archiving - but is it enough?
Microsoft® Exchange 2010 includes basic email archiving. But many organizations will find that it does not meet their requirements. This paper describes why organizations need to archive, what capabilities Exchange 2010 includes and why 3rd party archiving solutions will be necessary for most organizations.
Sponsored by Google, Inc.
Read this White Paper »
Resource Alerts
Get instant email notifications by topic when white papers, webcasts, and case studies are added to our library.
NEWSLETTER
FEATURED SPONSORS
SPONSORED LINKS
THE IDG NETWORK
© 1994 - 2010 CXO Media Inc.