Archive for the ‘Service Updates’ Category

 

Don't get locked in!

Tuesday, January 22nd, 2013

We recently met with a company who have a Siemens phone system, just like the ones we install and maintain. I asked how much they paid for maintenance, they weren’t sure but it prompted them to look into it. It turned out that the person who organised the install of the system and its ongoing maintenance no longer worked at the company. I knew for a system of their size (they had approx 15 phones) we would charge in the region of £500 per annum, obviously subject to a survey.

A few days later I received an email with some shocking figures. Their maintenance costs were more than doubled compared to ours but here is the worrying part; they were locked in to a very lengthy 7 year agreement!

At Telcare we do things differently. Our maintenance agreements are for 12 months, and cancellation, should you wish to leave us, is easy. All you have to do is notify us 60 days prior to the expiry date.

Maintenance costs are determined by the amount of equipment you have, for example a main control unit and handsets.

There are different levels of service too, for some a standard agreement providing cover for the 9 – 5 working day is quite sufficient, however, there are businesses that work around the clock and need 24 hr assistance.

We realise that not every customer has the same requirements so we always try to come up with a flexible plan to suit your business needs.

Here’s the best part, when you call the Telcare helpdesk you get to speak to a real person, and it’s very likely that you will get to speak to the same person the next time you call. We are proud to say that we have formed great relationships with our customers over the years by offering an honest, practical and friendly service.

Moral of this story, don’t get locked in, do a little research, the good guys are out there!

The day the phones died

Wednesday, April 7th, 2010

The chaos caused by the flood at British Telecom’s Paddington exchange is still ongoing 7 days later despite BT’s claim that the matter was cleared overnight!

We have customers who have been without lines since Wednesday of last week. Requested diverts have not worked properly, resulting in random diverting causing even more mayhem.

Customers with non flood related faults seem to have been put to the back of the queue due to most BT engineers working on the Paddington problems.

As a system maintainer, at least our customers have had us as a point of contact. ‘It’s good to talk’ (now where did we hear that) even if we cannot directly resolve the problem, staying in touch with our clients and passing on updates lets them know we are doing as much as we can. The team on our helpdesk have been continually chasing diverts and checking the fault status of all our affected customers. Fortunately our company is well organised and able to run our own helpdesk as well as deal with BT’s disasters.