Telco Ltd. Blog

Maintenance programs

Maintenance and service agreements: you see them everywhere, in one form or another, offered on products from cars, to computers, to home stereo systems, to (yes!) telephone systems.  I thought I’d cover Telco Ltd.’s maintenance program, and describe why it stands apart from the crowd–and even do a little bragging.

Most such programs out there are essentially extended warranties: they cover the equipment you’ve bought for a certain extended period of time (usually ranging from one or two years, in the case of electronic equipment, to 5 years or so for vehicles), and either cover the parts only, or parts and labor.  In every case I have seen, this is a fixed period after which, if it breaks, you’re paying full price for repairs.  Telco Ltd.’s maintenance program covers all parts and on-site labor for as long as you’re on the program, with no fixed termination (all we ask is that you stay on the program for one year, after which it’s month-to-month and you’re free to cancel at any time).

What do I mean by no fixed termination?  Put simply, your equipment is covered for as long as you want it to be.  It’s not that you can’t be cancelled (after all, we have to protect ourselves in case a manufacturer goes out of business, parts are no longer available on the market, etc.), it’s just that we never have cancelled anyone (except in cases of non-payment of the monthly dues).  This is great peace of mind for those customers who want their phone system to serve them for many years, without assuming the increased risk of disrepair (and costly bills) that comes with an aging system.  What a lot of people forget, especially over time, is that, aside from the phones themselves, there is other equipment that can cost thousands of dollars if it breaks: CPU cards, line and station cards, voicemail, etc.  This is equipment that is often “out of sight, out of mind.”

Our maintenance plan has some other nice features that make it an especially good value.  For example, most programming changes on the systems we sell can be accomplished remotely, and there is no charge for any number of programming changes.  There is also no charge for telephone support under the program.  Here are some other things that you can expect when you have a phone system provided by us and you’re enrolled in our program:

  • Discounted on-site work for non-warranty work like moves and other changes (warranty work is always no-charge)
  • On-site hourly rates that never increase
  • Free software upgrades
  • Free backups
  • Free on-site training sessions (up to 2 per year)
  • Free wire and jack maintenance
  • 10% discount on any new equipment
  • Faster response times
  • And more!

One would assume that we charge an arm and a leg for this type of coverage.  But this assumption would be wrong.  Compared to the price of the equipment, the monthly amount is small and reasonable, and compares to what many companies charge for just the warranty portion of their service agreements.  Something that is also noteworthy is that, unlike with competitors’ programs, the amount you pay on a monthly basis does not increase year-over-year as your system ages unless, of course, you add equipment to your system (there is a discount for the first year, though, to account for the fact that the equipment has a manufacturer’s warranty on it).

The above point bears emphasis, because with every insurance or warranty program I have seen out there, the amount a company charges is related to its assessment of risk based on the age (and even service history) of the equipment.  With Telco’s maintenance program, the monthly amount does not increase year-over-year as the equipment ages.  It also does not increase based on your service history, so if you’ve had bad luck and have had to have a bunch of equipment replaced, you don’t have to worry about your rates increasing.  Here is a note I got recently from a satisfied customer who is on our maintenance program:

Dear Stephen,

Thank you for your rapid response to our recent telephone “troubles”.  We are very happy that we have continued our maintenance agreement over the nearly five years that we have had our equipment.  As you are aware, we avoided the nearly $2,000 in charges to replace the equipment which malfunctioned.  Since our price for maintenance has not increased in all this time, we certainly got our money’s worth!

I would definitely recommend this agreement to everyone.

- D. Robinson, Internal Medicine Specialists, P.C.

I believe that the maintenance program that Telco Ltd. offers is the best in the industry, at a very reasonable price.  It should be no surprise that we have actually closed sales based on our maintenance program.  I have explained our program to other phone system vendors over the years, and the reaction has always been something along the lines of, “But I could never make money with that!  You really should re-think offering so many benefits–you could get away with much less.”

Maybe we could.  Maybe we’re crazy, who knows?  But as long as our customers see the value we provide, we will continue to offer the best maintenance program in the industry.

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