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Your customer has purchased hardware Cisco equipment through a distribution
channel and is suddenly experiencing network downtime.
Your customer calls into the Cisco TAC to report the technical
issue (note – while your customer could contact Cisco directly,
they should first contact their distributor). Unfortunately,
because they didn’t have a service contract, it took
longer than normal to verify entitlement – which delayed
the time it would otherwise take to reach an engineer.
The Cisco TAC engineer answers and identifies that the network
problem is related to a defective hardware device. He further
explains to your customer that it will take approximately
10 days for the replacement to arrive – and to make matters
worse, your customer also has to send the defective part back
first before the new part can be shipped.
Your customer is irritated, and explains to the Cisco TAC
engineer that he can’t wait that long – and in fact
this could possibly cost him his job.
What really upset your customer the most is that no one had
informed him that it would take Cisco up to 10 days to ship
the replacement part. Furthermore, your customer was frustrated
by the amount of time it took to get in touch with a Cisco
TAC engineer and the fact that they were not entitled to support
from Cisco TAC.
Based on the scenario above, your customer could decide to
switch vendors or to not use your services moving forward
based on one bad experience that he had – which could
have been avoided if a service contract was in place for his
company.
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