5 ms·
Depends on the class of the customer. Poor and middle-class customers are usually screwed.
by foobar_ 7y ago
Depends on the class of the customer. Poor and middle-class customers are usually screwed.
- jdnenej 7y agoGet what you pay for. I work on some enterprise software with customers paying $1m/year. I assure you they don't get bad customer service.
- Ididntdothis 7y agoReally? My company pays a lot of money for some support contracts. We get a lot of attention, E-mails and meetings from sales people and evangelists but not too much in terms of actual solutions for problems. Basically a lot of hot air.
- teddyh 7y agoThis indicates that the people using the product are not the same people who are deciding whether to purchase said product. In that case, there are no incentives to give solutions to problems, because it doesn’t affect sales.
- PeterisP 7y ago"the people using the product are not the same people who are deciding whether to purchase said product" - of course, that's pretty much the definition of enterprise product sales. "That case" is not a rare exception but the default situation.
- wolco 7y agoAre they getting that worth? If it costs 500k to service that account then it makes sense to continue that level of support. If it costs 2 million, support quality will drop quickly.
- PeterisP 7y agoWhen I was on the customer side for two products that each had seven figure "maintenance" contracts, when reporting product bugs causing damage, the customer service was bad and useless anyway.
- jdnenej 7y agoWell that either means that the customers had far to much money to waste and didn't spend it wisely, or the product had a monopoly. Otherwise you would just switch to a different provider.
- PeterisP 7y agoWe did switch eventually partly due to these reasons, but the switching took three years for 50+ people in integration labor; it's not a trivial choice to make. Anyways, the point is that paying lots of money does NOT mean that you'll be getting good service. There's plenty of examples in the enterprise space, they're not just isolated cases.