Guest Column | September 17, 2013

The Argument Against Break-Fix In POS

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By Kris Harris, POS Nation

“Tech support, how may I assist you?”

“Hey, yeah, I’m getting an error message on my point of sale, and my servers can’t close out tabs.  It’s Friday night, I have a line out the door, and need this taken care of as soon as possible.”

“I’d love to help you, but it looks like your support contract expired two years ago. You will have to renew the contract for me to help.”

Ever been there?

There are obvious costs associated with any support.  Whether it is built in the pricing upfront, or contracted as a monthly or yearly renewal, a technician’s time must be accounted for and costs have to be covered.  This all makes sense to business operators and owners, but they often think, why is it that my point of sale has an issue when our support is expired? I don’t want to pay for a yearly or monthly support subscription when I will only use it once!  We’ve never had any issues until now.

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