|
Earth | If you think about it, the Trimble approach to support makes sense. Given a limited number of resources available to provide support, imagine what would happen to response times if every customer had direct access to those support resources. The way that Trimble handles it, the reseller can often provide an answer to a user's support question without even contacting Trimble. This way the Trimble support people have more time to deal with the "stickier" support questions. Did you ever try to contact Miscrosoft customer support back in the days when it was free to everybody? You'd spend 30+ minutes waiting for someone to answer your call & then the "help" they provided was generally next to useless. I'm sure Trimble could go out & hire dozens of people who know nothing about the products & then let their customers get even more frustrated by allowing them to call suport directly, but I think that the way it is handled now is probably a lot better. At least this way, your local reseller is actively involved in supporting you, instead of just palming you off onto Trimble. | |
|
Trimble
