Maintenance Packages Case Study

"A Costly Decision..."

When Hartansey International bought a brand new telephone system from 5G, they thought that investing in a maintenance plan would just be a waste of money... But when a problem arose and the company had nobody to turn to, it turned out to be a costly decision all round.

The NEED:

Neil Gouldstone runs Hartansey International, a tourist information organisation based on the south coast of England. Last year, after deciding it was time for a communications revamp, he came to 5G with the intention of buying a brand new, top of the range Telephone System for his business. We duly delivered but when we advised a maintenance plan for the new system, Neil made the controversial decision to turn it down.

Neil explains his decision and the subsequent problems that followed...

"I just didn't think that maintenance would be necessary. After all, it was a brand new system so problems aren't likely to occur. What I didn't take into account was human error and what I would do if I accidentally reprogrammed the system, which incidentally is exactly what happened. One saturday, a member of staff inadvertently changed the settings on the system, meaning that all my calls were being forwarded to my out of hours system. I called 5G for guidance, but they couldn't help me because my system wasn't registered to a maintenance plan. They advised that I call out an engineer to resolve the problem and warned that the cost will be relatively high. And to make matters worse it was a Saturday. I ended up paying out over £300 for a call out to resolve a settings problem! Not very smart..."

The SOLUTION:

Hearing Neil's predicament, we felt bad that we were unable to offer any assistance in this case, though it did prove the sheer value of a maintenance package. Shortly after resolving his issue, Neil called us back informing us that he didn't want an issue like this to arise again. 5G was able to put Neil on our Gold maintenance package, one which we felt reflected the needs of Hatansey International and also addressed Neil's concerns over expense.

"I hate to say it, but I do feel relieved that I have something to fall back on should the worst happen," comments Neil. "With the maintenance cover that 5G have provided me with, I am entitled to on call engineering services for all problems related to my Telephone System, and what's even better is that I am also covered for out of hours engineering. I'm just glad I won't be having to pay anymore 'one-off' engineer rates!"