Common complaints about IT Service Companies

 The GTI Answer

IT companies have a complicated method of taking my service request.

We have two very simple ways of requesting service. Call the office and talk with a real human or visit the client portal and fill out a very short request form.

IT companies take a long time to send out a technician

With our remote technology, we can solve about 99% of your problems immediately without ever leaving our office. No more waiting on a technician to show up.

IT technicians never come when they are supposed to or they forget to come entirely.

We work with a service ticketing system and schedule. If a technician is supposed to be working on your problem on Tuesday at 2:00 that is when he will be doing it. Also, service tickets cannot be forgotten. They are in the system permanently. You can actually go to the portal and view all open tickets as well as check status and history. We have nothing to hide...

After we buy something, we do not hear from them again.

Service after the sale is not just a cliché with us

It usually takes several trips before a technician finally solves the problem

Because of our knowledge and experience, we can solve problems with a much lower number of re-calls.

IT Service companies charge a lot.

Our rates are usually much lower than other IT companies.

IT Technicians talk their IT talk so no one can understand them.

Our technicians will keep it simple. We do not talk over your head just so we can feel important.

The only time we see a technician is if we call them to fix a problem.

We like to solve problems before they happen. This is called preventative maintenance and it is an important part of GTI services. Our technicians are also constantly working on and monitoring your systems remotely. Also, we will keep you informed of new technologies that could help your business perform better.

Having work done during the day interrupts our business and should be limited. This is something IT companies never consider.

We will perform many of our services and repairs after hours to minimize downtime. 99% of these after hour features are done at no additional charge.

On difficult problems, IT companies tend to let it go and hope we forget about it.

GTI technicians are like bulldogs and will not let go of the problem. Once a service ticket is open for an issue, it cannot be closed until it has been resolved.

If a problem is with my software, IT technicians make me call my software vendor to work it out.

We will work directly with your software vendors to solve their issues.

Technicians always come at the most inconvenient times.

We schedule appointments with you to get the best time for you.

IT companies do not always understand our security requirements.

GTI technicians understand the security & confidentiality issues associated with businesses.

IT companies never let you talk to the person you need to.

While an auto attendant will answer the phone at GTI, the next push of a button gets you to a real human. Also, you will have the cell phone numbers of various technicians for those emergency situations where you need help right away. We are not in the business of hiding from our clients.

IT companies are not interested in saving our business money.

We will not only try our best to save you money by making your network a smooth operating system, we can also offer different plans depending on your budget. We will also show you how to purchase equipment needed directly from the vendor to keep from marking up sales.

Out IT guy is one person and he is hard to get.

With GTI, you get a whole office at your disposal including multiple technicians.

Technicians take forever to return our calls. It’s like they don’t want to actually talk to us.

99% of the time you will not have to wait for a returned call because you will be able to talk with who you need. If a return call is needed, it will be made promptly. You will also be supplied with technician’s and management’s cell and home phone numbers.

Technicians always have to leave before the problem is fixed. Why can’t they stay until the problem is fixed?

Our techs stay until the problem is solved. Technicians are not called away unless it is a dire emergency. If they have to return at a later time because of hardware needed or you are closing for the day, it will be finished with a “Priority 1” status.

We are made to feel that because we are not their biggest customer, our problems are not as important and can wait

We prioritize service calls by the urgency of the problem and not by the size of the business.

 

We are tired of companies pointing their fingers at each other while our problem remains unsolved!

This is a common complaint. Call us old fashioned, but we believe in solving the problem and not worrying about whose fault it is. At GTI, we understand that these problems need to be solved quickly, efficiently and correctly. We understand how much you depend on your computers.