Are You Really Getting a Bargain?
We’ve all been there. You find a cheap flight with a budget airline for your summer holiday and the price looks unbelievably good. But by the time you’ve added a suitcase, seat selection and priority boarding, you realise that “budget” fare isn’t such a bargain after all.
The same thing is happening in the world of IT support.
Recently, a client came to us after receiving what looked like a very attractive quote from a competitor. They asked us to sanity-check it. And they were very glad they did.
While the headline price looked cheaper than our monthly fee, a deeper look revealed something very different. The support was AI-driven no human interaction unless you paid extra. Key features our client needed were either missing or marked as “optional add-ons,” each with a price tag. Once everything was included, the “cheaper” service ended up costing more than our comprehensive monthly IT Support Service.
This is a growing trend we’re seeing, especially from companies pushing unsolicited offers to small businesses. It’s a classic case of comparing apples with oranges.
The Problem with AI-Only Support
Let’s be clear: we’re not anti-AI. Far from it. We use AI ourselves to make our operations more efficient and to help streamline repetitive tasks. But IT support isn’t just about resolving tickets, it’s about relationships, trust and problem-solving. It’s about understanding your business, your people and your goals.
A chatbot can reset a password. But when your team is locked out of your CRM before a client meeting or you’re worried about a phishing email, you want to speak to a human who understands your business and can act fast.
Why Human-Led Support Still Matters
At nTrust, we combine AI efficiency with human expertise. Our certified engineers provide the kind of advice and reassurance that only comes from years of experience and actual conversations. We don’t charge extra for being reachable, responsive or reliable.
We also don’t hide our fees behind a maze of extras. What you see is what you get; proactive monitoring, cyber security guidance, helpdesk support, patch management and advice when you need it.
We’ve built our business on transparency and long-term relationships. In fact, after 23 years our very first client is still with us today.
Buyer Beware: How to Compare IT Quotes the Right Way
When comparing IT support packages, always dig deeper than the monthly fee. Ask:
- Is support provided by real people, or is it AI-only?
- If there are people involved, are they UK-based and easy to reach when you need them?
- What’s actually included and what’s considered an “add-on”?
- How much will it cost if you need someone on-site? Is that covered or an extra charge?
- Are cyber security protections part of the deal or bolted on for a fee?
- Will you get strategic advice and proactive support, or just a reactive service?
- What’s the contract length and how flexible is it if your needs change?
- If you want to leave, how easy is it to get out of the contract?
- If your systems evolve, who’s responsible for making changes and supporting them?
If a deal looks too good to be true, it probably is. Much like that £9.99 plane ticket that ends up costing £120, “bargain” IT Support often hides costs and compromises that only become clear when things go wrong.
Final Thoughts
Technology should make your business stronger, safer and more efficient and not more complicated. AI has its place, and we embrace it. But it should support, not replace, human interaction.
If you’re reviewing your IT Support or want a second opinion on a quote, we’re happy to help, so please get in touch. No hard sell, just honest advice from a team that’s been doing this for over 20 years.
