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by hn_acc1
19 days ago
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That depends. My employer sells to enterprise / Fortune 500 companies. We have very responsive support staff. We've been around 15+ years. The question was asked: would we ever consider a scaled-down version of our product for the consumer market? The answer was: we don't know how to give bad support, so we can't play in the consumer market. So I'll agree for the CONSUMER space. For the B2B space, companies with good/great support do exist. Now, maybe our level of support is similar to other companies in the same space (no idea), but if you escalate, you will have someone respond within a given amount of time, we take our SLAs seriously, etc, etc. Anecdote: AMD RMAing my Ryzen 1700 due to the hardware issues the early chips had and shipping me a new one, no questions asked definitely improved my feelings towards AMD compared to say, Intel's response to FDIV (yes, I am that old - I remember that playing out in real-time on usenet). |
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