Comparing Robot Vendors on Support, Not Just Price
Support is a measurable attribute
- Nearest service engineer, and typical arrival time.
- Local spare parts stock, by item and value.
- First-line remote diagnostics: can they read controller logs remotely?
- Software update policy: free, paid, or by subscription.
- Second-line engineering: who actually answers the difficult questions?
Weight it in the evaluation
| Criterion | Suggested weight | Evidence to request |
|---|---|---|
| Technical fit | 30% | Concepts, references, simulations |
| Support and local presence | 25% | Named engineers, stock list, escalation times |
| Price and TCO | 25% | Five-year model, exclusions list |
| Delivery and capacity | 10% | Build slots, project team availability |
| Documentation and training | 10% | Sample documents, training outline |
Test the escalation path before you need it
Send a technical question during tender and time the answer. The response during the sales phase is usually the best you will ever get; imagine a slower version of it during a night-shift breakdown.