[AusNOG] Vendors back charging on support and maintenance.

[Robert Hudson]

Hi Peter,

This is relatively common in the IT Industry in a number of hardware types
(servers, storage, network gear) as well as for software.

I'm sure there are arguments for and against it - I personally dislike the
practice, and I'd really be looking at what the options are - can the
customer buy new for something close to the back-charging and end up with a
better product with longer support?  I suspect driving a sale is one reason
this gets done, as well as funding the risk the vendor takes on when
bringing an old item with an unknown history back onto full support.

Regards,

Robert

On 24 April 2018 at 14:33, Peter Tiggerdine <ptiggerdine at gmail.com> wrote:

> Hi All
>
> Apologies for the noise.
>
> I've just observed an interesting situation where a vendor is charging
> upto 18months "fee" to bring a device back into active maintenance and
> support. The customer purchase the kit secondhand. Naturally the customer
> is pushing back (don't blame them).
>
> Is this common in our industry? It's the first time I've heard of it.
> Given some of the information coming out from the royal commission is this
> not the same as AMP or CBA charge customers for a service they didn't get
> or want?
>
> Happy to take feedback either on list or off list.
>
> Regards,
>
> Peter Tiggerdine
>
> GPG Fingerprint: 2A3F EA19 F6C2 93C1 411D 5AB2 D5A8 E8A8 0E74 6127
>
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