Whatever happened to the concept of great customer service? The industry standard has deteriorated to a model that accepts outsourced call centers, limited local part stocking, and missed SLAs. Customers spend more time on hold or trying to communicate with someone overseas who has limited knowledge of the technology they are attempting to support. Customers lose their production servers for days waiting on replacement parts that should have been in stock locally.
Frustration is at an all-time high. OEMs would have you believe that these cost-cutting measures were created to better serve you, the customer. Have any of these cost savings been passed on to you? OEMs are balancing their books on the backs of their customers by cutting back on service quality and deliverables, while maintaining or even increasing service costs. Have you experienced any benefits from their cost-cutting measures? Well, Service IT Direct is one company that has changed everything.