> "On the other hand, when you send us an email, you may have to wait a few hours, but you'll get your response from me, every single time, and I will do my best to fix your problem. I built this product from the ground up and I am fanatical about taking care of you because you'd be my biggest customer, and if I don't take care of you, the business is over."
Honestly, I don't know about this. This might work if you have a super-duper revolutionary product that nobody in the industry has, or you have some insane reputation(college/work whatever).
Disclaimer: I've not done buying/selling at enterprise levels - just watched a few others do it.
Having just had to get a hard drive replaced on a server under an "enterprise" warranty agreement, spending 30 minutes on the phone with a heavily accented robot who insisted on being sent zip files containing the output of the array diagnostics utility, to confirm that the drive had failed (yeah, why do you think I'm calling?) I would much rather have sent an email, even if it took a few hours.
Honestly, I don't know about this. This might work if you have a super-duper revolutionary product that nobody in the industry has, or you have some insane reputation(college/work whatever).
Disclaimer: I've not done buying/selling at enterprise levels - just watched a few others do it.