Wednesday, August 23, 2006

Customer Service

It looks like my friend in the UK, Tricky, is suffering from the type of customer service that gives the computer industry a bad name. His M200 Tablet had a fault in the screen and the company he bought it from (PC World) has now had the device for longer than he has!

I was talking to Hugo Ortega about customer service yesterday. Hugo works for Tegatech Australia and one of the things they pride themselves on is a high level of customer service.
It is amazing how much difference it can make to have a faulty product replaced on the same day.

The big companies (like PC World in the UK) don't seem to understand this. They behave as if they are the only company that could ever service your needs. The small niche specialist players like Tegatech are the ones that get the job done and have a passion for their business and the technology they are selling.

Something I have always tried to do is support local small business where the people that work there really care.
It would be good if there was a resource online where we could comment on hardware suppliers. A wiki might suit but there would need to be some policing to prevent the vendors from grading themselves ;)

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