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The deciding factor

We are often presented with so many options that it becomes close to impossible to make a decision. Perhaps you, too, have been overwhelmed by the choices when buying a machine or picking a cellphone provider, for example.

In my opinion, the most important question in making such choices is how good is the level of the support provided by the source. Nothing is perfect and regardless of what we are investing in, there are bound to be problems. Documentation may be good but often, the documentation is far too technical be of much help to the average user.

I recently installed a VFD (Variable Frequency Drive) on one of my machines to be able to vary the speed of the motor. The manual, while excellent and well presented, made no sense to me at all. I don't do electronics.

Fortunately, the vendor provided top-notch support and put me on the phone with a technician who patiently talked me through the setup and configuration. Even after I had gotten to the point where I was confident that I could finish up the job, the technician insisted on staying on the line until everything was up and running. That kind of support is worth the cost of the goods. Without it, the device might have been little more than a very expensive bookend.


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