If you’re like most busy executives we work with, you’re the most important player on the team, with multiple time-sensitive projects and critical deadlines that can NOT be missed, yet most IT outsourcing companies don’t seem to understand this.
When you call their office, you get voice mail. When they finally get around to calling you back, they waste your time with a million dumb questions and walking you through a number of mind-numbing tasks (like rebooting), wasting even MORE of your time while they try to get a clue. If they can’t fix your computer that way, then you have to wait around for them to show up, take it back to their office, fix it and bring it back – a process that could take days. Meanwhile, your blood pressure is going through the roof because you need to get back to work.
You shouldn’t have to tolerate this type of poor service. Our stance is that you shouldn’t be having those kinds of issues in the first place. Second, when you DO have a problem, it should be addressed IMMEDIATELY – not hours or days later.