Scenario:
Contractor buys over $1 million dollars worth of equipment from a Dealer.
Contractor receives data but need the data to read differently in the rover and doesn't know the fix (the fix- just a couple of boxes checked and filled in).
Contractor calls Dealer to ask for the "fix".
Dealer responds it will be an additional cost for additional training (Contractor had half a day training already)to tell them what boxes to check.
Conclusion:
Data guy figures out what boxes to check and sends to Contractor. Contractor a [sarcasm]little upset[/sarcasm] at Dealer but has to put up with them for the duration of the project is happy now his files are like the way the field crews would like them without additional training. (4 years)
Question:
How would the dealers in your area react to this scenario?
A few years ago a dealer asked several of us to a lunch to discuss their customer service. I used a car analogy to explain my views.
When you buy a new Corvette they won't give you the keys until the salesman has spent an hour explaining all of the features of the car and is sure you know how to use them. Individual seat controls, air conditioning controls, stereo, CD player, the tire pressure display, how to gas up. All the things you need to know to be happy with the car, because they depend on repeat customers. Note that they don't go into how to change the rear axle, or replace the bearings in the engine. Just what you need to run the car.
When we buy new survey equipment, they deliver it and may (possibly may) spend two minutes on how to turn it on and take a shot. That's it. Would it kill them to spend an hour on how to change the important parts of the display, or uploading, or downloading? Their excuse is all of that is available in the two-day class you can attend, for a fee. But I don't need to know how the innerds work, or how to replace the framus switch. I don't need two days of training; I have a good background in astronomy, mathematics, and GPS. I just need an hour so I know how to run that particular instrument.
That's my two cents.
We've got "Dealers" and "VAR's" out the wazoo ready to sell us hardware and software. They all assure us that they are "experts" in the use of all of these goodies. You find yourself between a rock and a hard place and have to rely upon them for an answer, all you usually get is a semi-educated "DUH?". Training fron a VAR?? Biggest waste of time and money I have ever seen. Usually end up setting in a class having SOON realised that I know much more about the subject thatn the "instructor".
The only viable support I have found is usually in the form of training directly from the manufacturer, if you can get it. Classes from Carlson College nenbers will trump a class from your local "guru" any day.
I have complained about this to several manufacturers to no avail. There's not much they can do about it. They cannot force the dealers to stay current. That's sad, but there is just no real demand for specific training. Money is too tight right now.
...A dealer would not treat me like that long.
Fortunately I have a dealer here in New York that will go out of her way to make sure you know how to run the instrument, make settings...she will even come an spend a day with your crew to get them up and running...cant ask for any better service. Ask her a question and if she doesn't know the answer, she will find it.
:good:
You would think after spending over a million bucks they would answer questions for quite a while before even thinking about charging (at least that is how I would/do do it).
He spent a lot less on my data but I spent the time and figured out what needed to be done without an additional charge.
You never know what you will get for support. Sometimes the dealer tries to help you, but like someone else said, you realize you know more about it than they do. When I have had major problems, more than half the time I've had to figure it out on my own.
As a dealer...I may be too busy at a certain moment in time to help, but a quick returned call would follow. Support for equipment sold at should be at no charge, unless it is a trouble-shooting problem that takes a long period of time to remedy or was purposely caused by the user.
Funny thing is, I hear horror stories...but I see those same contractors, who have been screwed over time and time again go right back.