Considering EVE's goal from the beginning was to make the V a flagship killer, then this should get true for support as well.
I think we all realize that a small company like EVE will not provide the level of support we know from the largest players (language localized, phone support, next day repair ...), but rather that this should be a highly optimized, best for the buck, probably community potential using support model.
Lets learn from the best or the worst, analyze why some companies are fast/good at service and what are the traits of some service that makes a customer mad.
I was reluctant to post into this thread as i worked in the support space for the competition, and still work in a different area for the same company, so that may introduce some bias into my opinion. But i have considered support as the highest risk related to the V purchase, as best HW specs in the market are one thing, but reliability and the service in the case of the failure another. One can argue that a competition device is a couple hundreds bucks more expensive, but if that includes years proven (the company has a solid support infrastructure), good and fast service then the price difference may not seem that high if EVEs support for the V will be not good enough. That being said, it is in my interest to protect my investment and to try to get the best support possible.
And i will not expose any internal info of my employer, i try tot better summarize stuff that is publicly known...
So, DELL support and what EVE could learn from it:
-The systems have an onboard testing suite - that enables to identify and confirm issues really fast, you run it, get an error, report it & its clear what the error is & what needs to happen (lets say a read memory error=mobo replace)
-The systems are uniquely identifiable - that helps for international warranty, reporting a stolen system, changing ownership, keeping track of the systems history (what were issues before, what was already replaced and has part warranty now)
-The mainstream support offering is done by the manufacturer, i can purchase through a re seller, but i dont deal with the re seller to claim a warranty case, but with the manufacturer
-The systems have parts that the user can replace himself and not void warranty, this keeps the costs down and can be fast, but the system needs to be designed in an 'easy replace way'
-Spare parts are available for the end customer (in case you run out of warranty and want to try replace yourself)
-Comprehensive service manual (and not just for the user replaceable stuff)
-You can upgrade warranty up to 5 years
Additionally, this are some notes in regards to topics i saw being discussed in the thread and i thought it may be worth to mention:
Per EU law:
-The warranty period starts with the delivery date
-For an end customer it is 2 years
-For wear off parts (battery) that is only 1 year
-A replaced part has again 2/1 year warranty starting with the replace day
So does anyone else want to mention positive/negative aspects of other companies support models we want EVE to learn from?