Re:Microsoft, Sony, and others still use illegal warranty-vo...
by Spooky23 on Sunday August 07, 2016 @09:26PM
(#12244893)
One of the fun parts of working at a mega-enterprise is being able to screw vendors like this to the wall.
Example:
- 15 minute callback from a L2 engineer, 98% compliance or hardware replacement.
- PC vendors had to hit specific targets for failures in the first 90 days -- exceed a certain number of failures and everything gets replaced.
- 72 hour call-to-resolution with penalties that climbed up for SLA misses.
The upshot is that the vendor actually tests our shit in the factory. The downside is that folks like your customer who lack leverage get the reject parts.
Example:
- 15 minute callback from a L2 engineer, 98% compliance or hardware replacement.
- PC vendors had to hit specific targets for failures in the first 90 days -- exceed a certain number of failures and everything gets replaced.
- 72 hour call-to-resolution with penalties that climbed up for SLA misses.
The upshot is that the vendor actually tests our shit in the factory. The downside is that folks like your customer who lack leverage get the reject parts.