Posted by William Cassel, 12/21/2011 10:12:22 AM

Generally I have not heard of much trouble receiving troubleshooting assistance via the telephone from vendor’s tech support lines or by online chat. I have seen that in an attempt to save money that large corporations are giving much more coverage areas to their field support techs or reducing the number of FSE's that are available. Although this may save the vendor on personnel cost they are burning out and overtaxing their own people and losing the customer service base they have developed over the years.

This like anything else is cyclic, i've seen it happen before as one vendor was purchased and changed its name, they cut back on field support and began to lose sales, after all what good is the best device if you cannot get it serviced in a timely manner when needed. Eventually it will turn around and things will begin to improve again but not before the vendors accountants see a lose in revenue due to service issues.