Articles"Consider the Hidden Costs
When You Purchase Technology-Based Products" Whether you are purchasing an inkjet printer or other
printer or a copying machine or some other technology related
equipment, be sure to consider some of these potential hidden
costs and how they may affect your cost of ownership. Some manufacturers impose restrictions that limit
your choices for supplies and support.
Other manufacturers support the client’s right to flexibility
thereby possibly reducing the client’s cost of ownership. There are manufacturers that impose restrictions
that not only can cost your company thousands of dollars, they
restrict your right to choose the best and least costly service
vendor. Others may burden you with purchasing diagnostic software and
regular software updates that don’t improve the functionality
of your equipment or the improved functionality is not required
by your business or even worse, may cause compatibility issues
or force you to make expensive hardware additions to run the
new software that you did not want in the first place. It is always a good idea to check on your equipment/software
supplier’s policies. Always
get them to put the policies in writing and ask that these be
signed by someone other than a sales person.
Some will state anything the buyer wants to hear just
to get the sale. 1.
The cost of consumable supplies
such as toner, ink cartridges, and imaging drums. Are
less costly supplies available from third party manufacturers.
Often they are. If so, how does their use affect your manufacturer’s warranty?
Beware, in many instances there may be a clause in your
warranty stating that the use of third party consumables will
invalidate the manufacturer’s warranty even though the third
party supplies fully meet or even exceed the manufacturer’s
specifications. Do
you really want to purchase equipment from a restrictive supplier
such as this? 2.
The
cost of the warranty or extended warranty from the manufacturer
versus an independent service provider. Independent
service companies may be able to service your equipment with
faster response times, offering extended service hours and days,
and even with personnel trained by the manufacturer.
All, while charging you less money for warranty coverage.
Does your equipment manufacturer support your company’s
right to choose the best service provider by delivering warranty
replacement parts in a timely fashion just as the company would
for their own service technicians?
Does having the service company of your choice invalidate
any terms of the warranty and your right to the manufacturer’s
technical support center? 3.
The
issue of diagnostic software. Some
of the sophisticated technology equipment you may purchase may
require special diagnostic software routines to pinpoint the
cause of a problem. Are
these diagnostic routines available to you or the service provider
you prefer without cost, or are they restricted for the equipment
manufacturer’s own maintenance personnel?
You should have a choice of who repairs your equipment
and you should have an assurance that whoever will maintain
your equipment will have access to the needed diagnostic software
to get you up and running in the shortest length of time possible. 4.
Software
updates. To
many of us, it seems whenever we purchase software, we are really
purchasing a subscription because we are regularly urged to
purchase the most recent upgrade.
Often there is no improvement in functionality between
software revisions, just patches to software problems that never
should have been there in the first place. So, why should you have to pay for the update?
Just another possible hidden cost you should ask your
supplier about. Next
comes the issue of software support services.
Many suppliers will only provide software support on
the last two or three software releases.
What happens to your company when it decides it does
not need the additional “functionality” of the new releases.
What does it do for software support?
How does not having the most recent software releases
effect other maintenance and support issues? 5.
Check
that warranty. Is
the manufacturer’s warranty an onsite warranty with specified
response times provided for and is there an assurance of parts
availability? If
the only warranty is a mail in warranty, is there a guarantee
that a replacement unit will be shipped via overnight service,
or do you have to wait until your specific equipment is repaired
and returned to you? Can
you afford to be without the capabilities of your equipment
for that length of time?
Probably not, or you would not have made the purchase
in the first place. Some
manufacturers support their client’s right to elect to receive
support from independent service suppliers by working with them
to provide the tools and parts needed to insure you benefit
from the lowest cost of ownership. Many
suppliers allow for “third party” manufactured consumable supplies
be used without invalidating warranties.
Some manufacturers have more restrictive policies.
Before you make an important purchase, be sure to investigate
what policies are in effect that will insure you enjoy the lowest
cost of ownership possible.
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