Just recently I have read several posts on social media and websites coming either directly from an OEM or from individuals working at the OEM. Their message is the same and it is direct.Using third-party service providers is a risk.
At first, I got fired up, ready to start wagging my finger of truth at them and highlighting how they are wrong, but then it got me thinking; Rather than be the keyboard warrior that we all detest on social media platforms, I will do the right thing. I will outline the benefits of using a third-party service provider and let you, the reader make your own decisions on whether using a 3rd party is a risk for you.
So, to start, let’s take a look at some of the points that have been raised by the OEM’s.
"Why take risks with third parties when you can buy directly from the experts?"
I understand where the OEM is coming from here. They manufacture the instrument, so they are the expert, right?
However, this also implies that the third-party service providers are not experts in their fields. The truth is that in a lot of cases the third parties hire experts that have come from the OEM in the first place.
Consider this, your car needs a service, and you have a choice. You can take it to the main dealer and pay the premium to ensure it is stamped by them, or you can take it to an independent garage and have them carry out the exact same service you would get with the main dealer for a fraction of the cost.
Both the main dealer and the independent work on the same type of vehicle daily, both the main dealer and the independent encounter similar issues that they know how to fix and both the main dealer and the independent carry out similar servicing to the vehicles. So, is the independent less of an expert just because they charge a lower fee?
The question here is also,why do they charge a lower fee? This isn’t because of a lack of expertise or experience. It comes largely down to the independent has lower overheads and therefore can pass those savings onto the customer.
"Using a third-party service provider was a mistake."
This was an interesting one, as it outright suggested that using a third party compared to using an original manufacturer was a mistake that cost time and money.
I would suggest that this is less a mistake in using a third party and more a case of having a bad experience with an individual business.
It seems a little unfair to tarnish all third-party service providers based on one bad experience, wouldn’t you say?
That’s like me saying I am never using a roofer again to replace roof tiles, because I had a bad experience with Wreck-it-Ralphs Roofing (although with this fictitious company, the name would give it away), but instead I will use the manufacturer of the roof tiles as they will be able to do a better job.
There are thousands of third-party service providers across the UK both small and large doing some fantastic work.
Now we have addressed that these negative points that have been highlighted by the OEM’s also have a positive side as well, I think it is only fair to shout about the other benefits of using a third-party service providerthat the OEM’s don’t want you to know about. Why don’t they want you to know? Because they are what make an independent service provider a more valuable option to you, the customer.Savings from day one.
OK, let’s talk about the more obvious reason first. Budget.
Even without the current financial crisis that is impacting each and every one of us, we still have budgets we need to stick to, and we still want a good ROI.
I mentioned previously that independent service providers have lower overheads. It means they can afford to be a bit cheaper. Again, not because of a lack of quality, but more because they have the ability to do so. Something the OEM may struggle to do.
Not only that, but being in our industry of quality refurbished instruments, we are able to reduce those costs further by recycling and re-purposing mass spectrometry and chromatography instruments that would have ended up rotting away in some landfill.
Doing this is like a golden nugget opportunity in our industry because not only do you save some money for an instrument you would have purchased anyway, but we each play a part in saving our planet by not being wasteful.Stronger working relationship
When working with an OEM, chances are you will just be allocated whoever is available at the time. The original manufacturer has a large workforce at its disposal. OK, this isn’t a bad thing, it means they can deploy someone quickly, but what it does mean is they then lack that personal touch you can get with an independent service provider.
You can build up a strong working relationship with your engineer, they will understand your environment better, and get to know you personally and the ways you like to work.
It’s this personal touch that comes with independent service providers that adds value to your already great service.Experienced engineers
The engineers at third-party service providers are amazing at what they do. They are employed by the companies because they’re able to walk the walk and have proven themselves to be experts in their field. A lot of the time they come from the OEM originally.
Not only this, but because they’re dealing with multi-vendor support, they build up a wide range of knowledge across different instruments. Their experience in the field with a variety of instruments means that they know how to fix many problems without the need of calling someone else in.No affiliation
This is a key one for us. The independent service providers sometimes have no affiliation with the OEM’s like KRSS. Why is this a benefit? Surely having an affiliation means you can be a trusted partner of the OEM?
Not necessarily. From our position, having no affiliation means we can give honest and relevant advice without the pressure of recommending any one instrument, part or service.
An OEM will tell you We have the best XXXX to do XXXX and the next OEM will say the same and so on and so forth. What about the best XXXX for you to achieve XXXX. It might not be from the OEM that is pitching to you. It might even be a combination of instruments to get the best result. This level of honest advice cannot come from someone who is affiliated with someone else as it is in their best interest to push their products and services on you. In most cases, they are contractually obliged to.
We don’t have that dilemma. We give you the right advice that matches your needs. Period.
So, what’s the takeaway here?
I’m not saying that OEM’s aren’t great. They absolutely have their benefits. All I am saying is there are many benefits to using an independent service provider that you may not have considered before.
So, if you’re looking for a trusted service partner that is honest, professional, experienced, doing their bit for the planet and can help you save money, then give KRSS a call. You won’t be disappointed.