Beware of Manufacturers Claims of SupportAuthor: John Honovich, Published on Sep 03, 2009
One trick that manufacturers consistently use is to say they are "in talks with" and then list major integrators, end-users and other manufacturers.
A SSN article has a prime example of this. A small new DVR manufacturer with only 700 total DVRs deployed claims that they are, "in talks with larger integrators like Stanley and Diebold."
Large integrations talk to lots of manufacturers but rarely and only under a fairly painstaking and extensive process approve new manufacturers. The only exception, and this is key, is if the manufacturer can bring a huge deal to the table. Let's say a small manufacturer is selected by a huge retailer. At that point, the integrator will be motivated. Otherwise, being "in talks" is almost always just talk.
Always ask if the support is currently available and complete. The answer very frequently is no.
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