It managers are deeply dissatisfied with the way the vendor communi- ty does business. That's the bottom line of our 2007 Reader Survey, in which the response data and true-life anecdotes chart just how and where IT vendors are failing their customers. Vendors are overpromising and underdelivering on features and capabilities and failing to support their customers. IT pros know how to take vendor promises with a grain of salt, but when 72 percent of respondents say products aren't shipped with promised features, we've got a problem. And customer support is only mildly better. Many survey participants said first-line customer support is inadequate and vendors aren't willing to take responsibility for technical problems.
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