Why are most MFG Customer Services So Poor?

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All right, my first and only warning: Keep this thread on topic. Keep it civil. Don't post inflammatory comments. Otherwise, I'm locking this thread.
 
Now, while it may not be the sole reason but more than likely one of several factors, Forceman and PersonalJ are correct: Low margins are probably killing the the ability for many companies to provide good customer service and tech support. If you don't have the cash to pay for additional and decently trained personnel as well the logistics capability to handle and process requests and service, that adversely affects your ability provide customer support/service well. Just because it's a large company does not automatically mean that they have a large CS staff.

In addition, you also have to factor in the fact that hardware manufacturers probably have to deal with hundreds, maybe thousands, of support requests as well as service every day. So every once in a while you will see a larger than usual case of people not getting the support they need/want/payed for. Manufacturers can get swamped. We only hear from those who are upset because they're usually the loudest as they're either unreasonably or reasonably upset/angry/bitchy. There's probably thousands of other cases where the customer support was good that we don't hear about.

Not to mention that even good companies can screw up when it comes to customer support. I've heard of horror stories from just about evey computer hardware manufacturer out there, including Gigabyte, Corsair, and Intel. That includes being unable to contact the CS department or getting replies back from the CS department or being told a load of bullshit.
 
yup... what danny said.
Forceman said:
Yep, just too expensive in a cutthroat market. People aren't really willing to pay extra for support, so companies drop it.
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exactly. it's all about money. customer service costs money, which they have to add to the price of the mobo that you already think is overpriced. :p
tomana said:
... How about that next new car you buy? Is the MFG to not answer the phone when you call them for warranty repair? Man, most would go through the roof. I mean, to sell a product and then not even so much as answer the phone or send a personal email as seems the practice of some major MFG's?
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most manufacturers are saving money by having the retailers do the cs for them.

when i get my car fixed under warranty repair, i talk to the dealer, not the manufacturer.
 
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