First and foremost, you have a choice on how and where you spend your IT dollars. Let me give you a REAL world example going on during the week of June 6-10, 2016. This PC was purchase on July 15, 2015 and is not even a year old. Dell used the cheapest hard drive on the market to build this PC. Fortunately for my friend, it is still under complete parts and labor warranty. I debated about having my elderly friend “Mary” handle the service call with Dell. I decided to keep her PC in my trunk and handle the service call with Dell myself, rather than potentially put her through what might be a difficult process. I was right. My call into Dell went overseas to another country. Dell just could not handle the fact that Mary would not be able to communicate with them via email nor the fact that Mary didn’t have a cell phone. Regardless, after over an hour on the phone I was given an actual Trouble Ticket (case number). I was happy I didn’t have to argue with Dell about the service tag or warranty! I have no idea why it took over an hour to place a trouble ticket into their system. Several days later Dell Support called me via my cell phone (secondary number on the ticket) as Mary was not IMMEDIATELY available to them via her home phone. They then proceeded to run me through many technical steps (taking the PC cover apart, removing cables, booting into CMOS, running diagnostics, reading error codes, etc.). This took another hour and would have been too technical for Mary to complete. How complicated and difficult is it to interpret “Hard Drive Failure – Press F2 to Continue”? Dell finally came to the conclusion that the hard drive was indeed a failure (a $40 part) and sub-contracted the work to Unisys. The handoff between Dell and Unisys was done very poorly. Unisys did not have Mary’s home phone number, so they called me to set up a time! I could go on, but I won’t!

The point is this… Do you really want to deal with this business model? Outsourced beyond all recognition of service where the support personal are so scripted that no one can think for themselves and no one takes responsibility? Anyone would be frustrated with this service.

UTS builds the systems, the technicians that build the systems ANSWER THE PHONE! As mentioned previously, I’ve done major IT work for The Big Airplane Company and the largest city in Washington (20 years of it)… UTS has a backup/disaster recovery process using daily backup with different internal drives AND external drives that is rock solid. They have it down to a science and will go over the process with you. In my example above… Mary had nothing. No data to restore. This was due to Dell’s hardware build using the cheapest drive with no backup procedure. UTS uses 5 year warrantied drives for the main system. UTS also has an incredibly strong background in Microsoft Technologies (a partner) and server virtualization for small and medium business that is very cost effective. They know Hyper-V and how to set up remote administration extremely well. UTS uses remote VPN and desktop remote control very effectively. Call the phone number and a real technician who knows his stuff will be able to remote into your system while you are on the phone. If he doesn’t, then they collaborate together to figure out the issue and get back to you in a timely manner.

Why not 5 stars? Simply, no company is perfect, that’s all. Five stars is perfection from my perspective. The owner clearly strives for perfection and is demanding and deep down cares VERY much for his clients. He will do (and make) things right for you. Please, PLEASE! Do not expect world class IT service at rock bottom prices. Stay away from the big IT “Box Stores”. Go with a team that is not single threaded where the technicians and system administrators work together and cover for each other to avoid a single point of contact situation for the client.