How Important is Post-Purchase Support?

If you’ve ever had a bad post-purchase support experience, you may have told a few people about it and avoided doing business with them again in the future. Terrible support can destroy a company’s bottom line, and one negative experience can turn away the customer, their friends, family, and Twitter followers. So, how important is post-purchase support?

Sales shouldn’t stop at the check-out counter. A brand is selling itself every time they answer the phone, approve warranty repair, and replace defective products.

Many companies, especially in the tech industry, have tried to save money by consolidating their phone support departments and giving every employee multiple areas to support and virtually destroying their ability to specialize in specific issues. Their sales department receives their detailed tech support calls while their tech support team is busy covering both their department and shipping support.

Often, the struggle for a solid customer-brand relationship can be won or lost by how they handle warranty issues. If you have a problem with your new computer or mobile device within its warranty, how confident are you that the company will take care of your issue without charging you an arm and a leg or making you wait while your product is shipped across the country? Being quick to help the unfortunate victim of a defective device can define a great company. Just because someone got a bad mp3 player or notebook, doesn’t mean the relationship can’t be salvaged by quick and effective warranty support.

Here is what some of our YouTube viewers had to say when we asked which companies provided the best (or worst) support:

“I’ve had great support with dell. i broke my screen 3 days after i got my new Inspiron 15R. they replaced it.. no cost to myself.. it was done within 2 days.”
downhalohawks

“Toshiba = Worst
Asus = Best”

cxDarkStar11

“Dell has the WORST customer support.”
FreeWeezy837

“Worst technical support: Cisco… not manufacturers of computers I know, but their support was the worst. Not only was it outsourced help in India where I couldn’t understand the support rep (and he couldn’t understand me). Also, if you don’t have warranty, they won’t help at all unless you pay a price… I NEVER heard of such a thing; it’s one thing to just ask for help and not repair help which may require a warranty, but just to get advice/help?”
vivelecorn

“Recently i dropped a glass of juice on my macbook Pro. I went back to the Apple Store where i bought it and they said, they fix it for free, because i was honest that it was my fault.

THATS SUPPORT BY APPLE!”
RMH1565

“dell are the worst i never got my inspiron mini ten after 4 months and over 8 and a half hours on the phone”
1beedham1

3 thoughts on “How Important is Post-Purchase Support?”

  1. Bottom line.. purchase the accidental damage plan when you purchase your computer (at a retail store). This will cover everything that is not covered by the Manufacturer’s warranty. Many people claim they’ve had a bad support experience because they requested the impossible. e.g. “My screen is broken”. Broken screens just don’t break on their own. Or Viruses. These are not issues that a manufacturer can help you with. Unfortunately, people don’t understand that their warranty does not cover ignorance or clumsiness.

    Anyways. Get the extended service plan from the retailer and avoid working with the manufacturer all together.

    Finally. Rarely do people go out their way to express how wonderful the support they received was. But, nearly everybody who has had a bad experience will go out of their way to let the world know how terrible their own experience. So, for every 1 complaint there are probably 20 other people who are perfectly content.

  2. Bottom line.. purchase the accidental damage plan when you purchase your computer (at a retail store). This will cover everything that is not covered by the Manufacturer’s warranty. Many people claim they’ve had a bad support experience because they requested the impossible. e.g. “My screen is broken”. Broken screens just don’t break on their own. Or Viruses. These are not issues that a manufacturer can help you with. Unfortunately, people don’t understand that their warranty does not cover ignorance or clumsiness.

    Anyways. Get the extended service plan from the retailer and avoid working with the manufacturer all together.

    Finally. Rarely do people go out their way to express how wonderful the support they received was. But, nearly everybody who has had a bad experience will go out of their way to let the world know how terrible their own experience. So, for every 1 complaint there are probably 20 other people who are perfectly content.

  3. Depends on the Manufacturer and the shop where you buy.

    Typical example was my purchase of Samsung HDTV from BestBuy with a extended protection plan. When Samsung dint cover my product issue, the GeekSquad of Best Buy was able to cover it free of charge.

    I think its a worth investment on those protection plans, especially for expensive stuffs.

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