We recommend that our clients do not contract for hardware support coverage and that they instead bank what they would have spent for use if hardware does fail. This can save an average small business around $3,000 a year – enough for ten average call outs or a couple of new computers.
This is on my mind today because of a story I have heard of a small business which paid their supplier $3,000 and, a week after reporting a serious problem, is yet to get satisfaction. In fact, it took two days for them to get a call back. When I questioned them they said they understood all computer companies to be this slow. It’s nuts. If you pay $3,000 for hardware support then you ought to get hardware support – on time and delivering a viable outcome. I’ve told them to cancel the contract and request a refund.