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You What!!? (Read 13,667 times)
Tom Roberts
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You What!!?
Jul 31st, 2009 at 12:21pm
 
It's not unusual for techs who purchased a PicoScope from another vendor to contact us about subscribing to our famous support and training system for PicoScope automotive but this time was a little different.

Sometimes, it just that they want more than they are getting even though the vendor they were working with was making an honest effort to support the customer.  No one else can offer the level of support we do partly because we don't try to support a bunch of different stuff.  PicoScope automotive support is what we do.  

Other times they just can't get support because the vendor is just unresponsive or doesn't understand the product.

Then there is this quote taken directly from a company web site:

"customers with products older than one year will be charged for technical support per incident."

I purposely left out the US company name.

Hey, not a bad idea.  Sell the customer something that requires training and support and then charge them for it.  Gee, wish I had thought of that   Roll Eyes

Here at Autonerdz we are just stoopid when it comes to conventional business strategy.  When you give us your support by purchasing a PicoScope kit from us, we don't ask you for more money to provide you with training and support.  You support us, we support you.  Simple.

We wanted to shame the rest of the industry into doing the same but we have not made too much progress in that endeavor.  So....be careful out there and be sure you know what you are getting for your money.

Here at Autonerdz we will still talk to you AFTER we have your money.  Weird huh  Huh  

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« Last Edit: Jul 31st, 2009 at 12:40pm by Tom Roberts »  

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Rafael Alvarado
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Re: You What!!?
Reply #1 - Jul 31st, 2009 at 12:44pm
 
I totally agree with what Tom just said.

Just last week I had to get paswords to the Nerdz series CDs for my new computer, Brian took my call and helped me with what I needed.

These guys are the best in the bussines.
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Carl Grotti
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Re: You What!!?
Reply #2 - Jul 31st, 2009 at 6:50pm
 
What a shame, Tom. That is why we tell people to do their homework first. Scan tool supprt is another tool that falls into this catagory.

I wonder how many of those that purchase the (insert country here) "knock-offs" after the purchase that get support.

Sure did get a good deal on it though, right?  Roll Eyes
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keithcrowell
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Re: You What!!?
Reply #3 - Aug 1st, 2009 at 2:44pm
 
Wel some of the problems I believe people have about Autonerdz is we all have been told by other companies before that they will support what they sell , only to find out after we make the purchase they do not do what they said they will do. So many people when they read or are told about the support by Autonerdz they think of the old saying (if it's too good to be true then it most likely isn't) . So I believe that is why they make the purchase elsewhere. They just assume that it's a pico so it must be the same. I have never seen anybody give the support that Tom does . Not for any product I have ever purchased.
Keep up the great work Tom .


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Carl Grotti
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Re: You What!!?
Reply #4 - Aug 1st, 2009 at 3:59pm
 
Hi Keith,

Allow me to expand on the homework study. Like you said, many distributors claim to provide support and then don't after the sale. So how do you know if it is true or not? Simple. Just read what the end users say. After all, they will be the true judge of it.

Here is an example:

http://www.autonerdz.com/picousers.htm

There you have it. The end users have declared the validity of the support.   
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Tom Roberts
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Re: You What!!?
Reply #5 - Aug 25th, 2009 at 10:17am
 


Seems this is often still the automotive industry marketing standard....

Courtesy:   http://despair.com/
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marketing.jpg (325 KB | )
marketing.jpg

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Carl Grotti
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Re: You What!!?
Reply #6 - Aug 25th, 2009 at 5:10pm
 
I agree Tom, and it is truly sad.

I know you have several posters at the training center of similar provoking thoughts, is this one of them? For some reason I don't remember that one.
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Tom Roberts
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Re: You What!!?
Reply #7 - Aug 25th, 2009 at 10:18pm
 

This is a new one.  It was a caption contest winner.  I have this one on my desk now   Wink
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Dave Foye
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Re: You What!!?
Reply #8 - Sep 1st, 2009 at 6:42pm
 
I live close to Pico HQ here in England.  I could have bought via a UK distributor or i could have ordered direct from Pico and even driven to pick the kit up and been back for lunch, but i ordered from Autonerdz.  Why ?  Well apart from the lovely extras in the kit  Wink where else can you access this kind of support ?  And it isn't just how to work the tool, its how to use it effectively.

Or to put it another way...if you want to learn how to use an oven read the instructions, but it won't make you a chef  Cool............

Dave F
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Tom Roberts
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Re: You What!!?
Reply #9 - Sep 2nd, 2009 at 7:52am
 

Thank you Dave.  You are already baking some pretty good stuff  Cool

Pico Technology is one of those rare companies who also take support very seriously.  There is no way we could do what we do here without them backing us up like they always have since we got involved with them many years ago, to introduce this equipment to the automotive industry.

We just provide supplemental PicoScope automotive specific support and training.  The combined result is the best of both worlds.   Wink

Maybe this concept will catch on to the rest of the industry?   Huh
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Dave Foye
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Re: You What!!?
Reply #10 - Sep 2nd, 2009 at 2:11pm
 
Tom Roberts wrote on Sep 2nd, 2009 at 7:52am:
Maybe this concept will catch on to the rest of the industry?   Huh


Hi Tom

Yes that would be good for the industry for sure, but high quality support and continual training will usually be compromised in a traditional sales package.  In my opinion this is because the tool makers ( understandably ) don't make a living 'using' their products, and there is only so much you can do with product testing and customer feedback.  That is why the best support and training is by those who use the equipment they sell.  The key word here is 'depth'.   Its a full circle.  Thats the difference for me.

Dave F

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Re: You What!!?
Reply #11 - Sep 2nd, 2009 at 6:25pm
 
This is why I never even looked at other places to purchase. The reputation of excellence with Autonerdz is why I purchased without checking or considering other vendors. I like to purchase from pro's and not want-a-be vendors.
Thanks for making this all possible for us. I'm still giddy with happiness. Cheesy
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