IT / Computer Support
Discussion
We run a small buisniess, but like any buisness, rely heavily on computers and related systems to be able to operate.
We currently have a support contract, but, frankly, they are not really up to it.
So, im looking for someone/an organisation who can actually deal with the issues that arise.
I am happy to admit that im not good with IT. I can "use" it, but i cant fix it. Putting it into a car context, its like my mum. If she gets in her car and it doesn't start, she gets out and calls someone who can fix it (usually me sadly).
Im looking for the same with IT.
But likewise with the car analogy, if i keep taking the car to someone but it doesn't get fixed, you would find someone more competent. Or in our case, each time they fix something, they break something else.
It seems "normal" from my experience in the IT support world to be poor. But id like to think there are competent people out there. My problem is finding them. So any suggestions as to who i might approach would be welcome.
I think part of the problem, maybe, stems from the fact that you pay a fee/retainer of some sort for them to assist when there is a problem. This motivates them to take on as many customers as possible, leading to rushed inattentive service when you do need them
Does anyone operate a reverse policy, ie, pay them all the time its working? But stop paying while its broken?
Or am i just being unrealistic and frequent failures/problems are unavoidable?
We currently have a support contract, but, frankly, they are not really up to it.
So, im looking for someone/an organisation who can actually deal with the issues that arise.
I am happy to admit that im not good with IT. I can "use" it, but i cant fix it. Putting it into a car context, its like my mum. If she gets in her car and it doesn't start, she gets out and calls someone who can fix it (usually me sadly).
Im looking for the same with IT.
But likewise with the car analogy, if i keep taking the car to someone but it doesn't get fixed, you would find someone more competent. Or in our case, each time they fix something, they break something else.
It seems "normal" from my experience in the IT support world to be poor. But id like to think there are competent people out there. My problem is finding them. So any suggestions as to who i might approach would be welcome.
I think part of the problem, maybe, stems from the fact that you pay a fee/retainer of some sort for them to assist when there is a problem. This motivates them to take on as many customers as possible, leading to rushed inattentive service when you do need them
Does anyone operate a reverse policy, ie, pay them all the time its working? But stop paying while its broken?
Or am i just being unrealistic and frequent failures/problems are unavoidable?
madcowman said:
Going back to your car analogy , if you have an up to date model that is regularly serviced , then it probably doesn't go wrong that often. If its a Battered Brown Maestro held together with string and WD40 , then it'll probably go wrong more often.
Agree. Its all pretty new, and exactly what said support company advised us to get which they set up. We have clients that sometimes moan because they never see us often. What they don't see though is the constant monitoring of their systems. Making sure updates won't cause problems before being installed. Anti-Virus. Back-Up. Third party software and bespoke software. Of course these apply mostly to companies with servers. If there isn't a server we usually just use Pay as you Go unless the client asks for Monthly, or a set amount of hours per year.
I don't think I've ever seen an IT Support who will accept not being paid when things actually break.
I don't think I've ever seen an IT Support who will accept not being paid when things actually break.
madcowman said:
A lot of small support agencies are pretty over subscribed - but thats pretty much par for the course.
Can you give some examples of the problems you've had?
Sure. Can you give some examples of the problems you've had?
Got a big spreadsheet we use for pricing. Became corrupted (or appeared to) as in could no longer cut and paste. Using logic i used an older version that i knew worked, but suffred the same issue. They insisted it was the data. They frigged about, and by deleting the last 20% problem went away. Pointed out that old version i knew worked also now affected. Still insisted it was data.
Eventually, my collegue said try it on my laptop. That uses old 2007 version. Bingo. Now works. Looking back, the issues started when my computer was replaced. So basically a compatability issue. So far 9 weeks wasted, but they simply ignored what i was telling them as a user. And never could work it out.
Outlook. Updated to 365 so each PC can see all the mail boxes. Again, on their advice. After this update, my PC would randomly not see all the mails. Again, 6 weeks later, they sudedenly figure out how to fix it, but in the process, i no longer have any e-mail contacts over about 8 weeks old. Fix that, back to where we were. Eventally got both to work. But again weeks go by of going round in circles.
Last one before i slash my wrists. Part of that outlook upgrade is that i also access the mail in my laptop. Leaving aside them simply forgot its existence, when it finally gets sorted, it gets updated, and im told its all good. Go away, try to use it, doesn't work. After much toing anf fro-ing, it seems im opening the "wrong" Outlook. So they have installed a new version, not given me a shortcut but left the old shortcut on the screen. Using the car analogy again, if i installed your new ignition switch in the glovebox, but left your old one on the steering column, didn't say anything, unsurprisingly it wont start!
Sure, more savy people than me could probably work it out, but i dont want to nor have time to. Ive got a business to run, not time to bugger around figuring out what they have done, but couldn't be bothered to do properly or tell me.
As i see it, its basic stuff. Its just 5 PC's and a laptop. No servers or extra stuff like that.
TheD said:
I don't think I've ever seen an IT Support who will accept not being paid when things actually break.
Thats a shame. Im of the view, right or wrong, that the current monthly fee doesn't incentivise a good result. Indeed, quite the reverse.As someone i know is fond of pointing out, "if you incentivise people to do the wrong thing, they will"
TheD said:
I do agree with you that the time involved to get you sorted out is a disgrace. It also seems like these were pretty obvious problems that should have been easily overcome. Check their terms and conditions and get yourself someone else. Ask around who other people recommend.
Im finding the "finding" of someone else pretty hard. Or at least someone that comes recommended. Hence my post really. The PH massive can usually come up with something.Reading your post, I have to say that they do sound pretty dire. I read nothing that seems complicated to resolve.
I work in IT and still have a hand in desktop support, like everything, you get good'uns and bad'uns.
It could just be that they're over subscribed and/or their first line support are not at the standard they should be.
I work in IT and still have a hand in desktop support, like everything, you get good'uns and bad'uns.
It could just be that they're over subscribed and/or their first line support are not at the standard they should be.
monkfish1 said:
TheD said:
I do agree with you that the time involved to get you sorted out is a disgrace. It also seems like these were pretty obvious problems that should have been easily overcome. Check their terms and conditions and get yourself someone else. Ask around who other people recommend.
Im finding the "finding" of someone else pretty hard. Or at least someone that comes recommended. Hence my post really. The PH massive can usually come up with something.Working in service delivery I have found remote services can save money but also bring their own headaches.
I am assuming the support people you have a deal with are phone/e-mail help?
If so it may be worth speaking to a few local small compiter shops/people. Seeing people face to face can move things a lot quicker than down the phone.
Your needs don't seem overly complex so this may work for you.
I am assuming the support people you have a deal with are phone/e-mail help?
If so it may be worth speaking to a few local small compiter shops/people. Seeing people face to face can move things a lot quicker than down the phone.
Your needs don't seem overly complex so this may work for you.
you could give Ian at Bluezeon a shout ( https://www.bluezeon.co.uk/ ) - they are probably a good fit from a size perspective.
Ash170990 said:
who do you currently use, and who have you used? I work for an IT support company in Buckingham and would like to think we are up to scratch lol
Company in Dunstable, so not in Buckingham!Edited by Ash170990 on Friday 8th June 10:37
Can you drop me a PM with your details?
madcowman said:
you could give Ian at Bluezeon a shout ( https://www.bluezeon.co.uk/ ) - they are probably a good fit from a size perspective.
Thanks for the tip. Will look them up.
Gassing Station | Business | Top of Page | What's New | My Stuff