I’m So Frustrated! Why Is My IT Company So Slow To Respond When I Need Them Most?

If you experience slow IT support when downtime or other IT issues occur it can feel like the kiss of death. Your business relies on technology today more than ever before. Without it, your work comes to a standstill, yet you still have to pay your employees’ salaries. Your customers call and complain that the services you provide aren’t being met. And your competitors happily wait to take over the demand that you can’t meet.

The loss of productivity is untenable for any small business. And if you’re without your computers for more than a few workdays, it could not only set you back but shut you down.

You ask:

  • Why isn’t our IT company here like they promised to be?
  • Why can’t we get a live person on the other end of the phone to talk to you rather than an automated voice?
  • Where are they when we need them most?
  • Why do they take so long to complete our support tickets?

All you can do is sit there without your computers. Nothing is more frustrating than staring at a blank screen while your competitors are happily working taking your customers away. Your IT company promised that they would always be there quickly when problems occurred, but where are they now? They broke their promise. Money is going out the window! No wonder you’re frustrated.

Here are some possible answers to your questions:

Your account isn’t large enough for them to push you to the front of the line. Some business is more important to them than yours. Many computer support companies look at the clients who need help and prioritize them according to how much money they can make. It’s not fair and doesn’t say much about them. But, there’s not much you can do about this. You’re simply out of luck because their priority is to make as much money as they can, as quickly as they can.

Your call is just another in the queue. They perceive it as a nuisance rather than a partnership where they promised to be there when you needed them. These companies break promises all the time. If you let them go, they’ll just find another “victim” to sign on to their “services.” It doesn’t matter how many times you call, or how many messages you leave. They will get to you when they feel like it, even though you’re paying them month after month. When you do finally get a call back from them, they aren’t sorry for the delay. Rather, they act like they’re doing you a favor. It’s just not right.

The problem is that they have too many clients to serve. This is how they make their money. They count on you to not call them. They sign on client after client, so they can grow their coffers, all the while knowing that they could never serve them all properly. And, when you do call them, they don’t have enough techs to handle their workload. So, you just sit there, wasting time, losing money while your computers are down.

They no longer have the passion to please like they used to. This can happen in any line of business. When they first started out, they were going to “change the world.” They were going to be the best IT support company in town. But soon, reality set in. This is hard work, and you must be dedicated, smart and persistent to succeed in the world of IT. But, this isn’t your problem! You have to work too! Maybe they didn’t think they were lying when they told you that they’d always be right there if your IT crashed. But, it sure feels like a lie now. All you want is for them to fix things so you can serve your customers. And, you want them to fix things the right way, so they don’t have to come back like they always do. Their lack of drive is now hurting your business. It’s time to get mad! It’s time for a change!

It’s Time To Contact !

Our staff WILL be there when you need us. You can count on it. And we will fix things right the first time. Plus, we provide:

  • Cost savings and predictable budgeting with our fixed-monthly fee.
  • 24/7 Monitoring that prevents and resolves IT issues remotely.
  • 24/7 Help Desk Services so you and your staff can reach us via phone or email, day or night.
  • Support and service for all aspects of your technology including security, data protection, applications, and hardware.
  • Peace of mind knowing you’ll have peak-performing technology that stays up and running.

The team at Pulse provides Managed IT Services that promote your success, not benefit from your pain. We work around the clock to ensure your technology stays up and running, and we can protect and prevent your business from costly downtime. Increase your efficiencies, productivity, security, competitiveness, and profitability.

Contact us at or email us at for the best IT Service and Support in SW Florida.