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I couldn’t believe this when I heard it last night as I was sat with a load of IT professionals chatting about what they refer to as SLA’s or Service Level Argeements…
Dell charge £2-300 a year for on-site maintenance per anum and that give the customer a call within three days during business hours. No fix time and no warranty on data loss. It does not cover for spares or loads of other little things we give as a norm.
For a responce time of 1 day, within business hours, it will cost you normally in the region of £6K a year for on-site maintenance, again no fix time it could take seven weeks, doesn’t matter as it’s not in the SLA.
For 24/7/365 cover you don’t even wanna know the cost!
To get someone out to site in the same way we operate start at £100 for the first hour and go from there!
But the bit that really got me was that even if you do have an SLA often the engineers carry practically NO stock as they say that they cannot aford to do so! They pre-diagnose and send to site in advance in many cases, if it’s wrong then too bad you have to wait.
So the next time you get told you don’t provide good service or someone insists you take a van stock, just ask how you are supposed to fund it!
I knew I picked the wrong business to be in.
K.
Re: Let’s draw another comparison
Lets draw a few comparisons in the “service industry” shall we ?
We took a photocopier in to be repaired recently, £40 inspection fee plus labour to repair it, and that is us taking it to them !!
That’s more than we get paid for many in guarantee repairs, and we have to get to the customer, with all of the expenses involved in van’s etc.
Dave.
Re: Let’s draw another comparison
For a staggering £1,308 + VAT Hewlett Packard carry out a 3 year Computer on-site maintenance. Next day call out (Mon-Fri) includes parts & labour.
Nice work if you can get it !!
Martin
Well the one that always tickles me from punters is that “they can get a part for the car faster”, to which my response normally is..
“Yes madam, you can. But then I didn’t charge you over £8000 for your washer and when I repair it I come to you and charge you £50 for over an hours work, whilst your car dealer will expect the car taken to them at your expense and then they’ll charge you £50 an hour to repair it.”
And all the wear and tear items are not covered!
Hence now when people try to compare us to the car industry I just switch off as it’s utter tripe, we have nowhere near that level of finance available to us.
From a Fiat franchise manager:
“Give me £250,000 for the franchise and, if you do it right I’ll be making you a millionare in two to three years, guaranteed.”
Oh and the money was for the franchise, walk in and start working. 😉
K.
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