Every tech vendor sounds amazing before the sale.

They're helpful, responsive, and friendly. Their product does everything. Their team is "the best." Their solution is "battle-tested."

But after you send in your PO, you start discovering all the parts they didn't talk about. Suddenly, that polished presentation doesn't match what's showing up at your site - or worse, what's not showing up.

It Happens All the Time (Even to Experienced Buyers)

Choosing the wrong vendor isn't just a rookie mistake. Even smart, seasoned professionals get burned by vendor hype sometimes.

One client told us about a past vendor who presented glossy photos of equipment that looked production-ready. They signed the contract, expecting a plug-and-play install. What they actually received was a prototype with wires taped together and no documentation.

Another client said their vendor was great during onboarding, but disappeared when they needed a firmware update to fix a bug. Support tickets went unanswered and calls went to voicemail.

These aren't one-off stories. They're the norm when buyers can't separate real capability from clever marketing.

Vendors Are Always on Their Best Behavior (Until the Check Clears)

The B2B sales process is like going on a first date. Vendors say all the right things. They focus on their best features and avoid red-flag conversations.

That's not inherently bad, since it's simply human nature. But it means you can't take everything at face value.

It's Impossible to Truly Know About the Product Until You Buy:

• Sales demos only show ideal use cases (with no real stress testing).
• Feature comparisons can be misleading since having lots of features isn't the same as having usable features.
• Reference calls are cherry-picked by the vendor.

That's how smart people get fooled.

So how can you go deeper to cut through the noise and see what a vendor is really about?

The Right Partner Remains Helpful After the Sale

When you pick the right partner, everything ends up better:

• They answer when you call - even after hours.
• They keep improving the product based on your feedback.
• They help you adapt when your needs evolve (not just during the initial project).

You're not just buying a piece of hardware or a software license. You're buying into a relationship.

And relationships are built on trust, not hype.

The 7 Questions That Reveal the Truth About Your Vendor

Here are seven hard-hitting questions that have helped our clients see behind the curtain before signing a deal. If you ask these questions early on, you can avoid years of frustration.

1. How many people are on your payroll?

You need to understand the real size and structure of the vendor. Is everything outsourced? Who actually builds the product? Who supports it?

If the "company" is really just a sales office reselling someone else's hardware, that limits their control - and your options - when something breaks.

A client once found out that their vendor had only 3 employees and outsourced all development overseas. After a firmware bug surfaced, they had to wait months for a fix as the real developers weren't even in the same time zone.

Now, this isn't to say that you need to buy from a massive company. Bigger companies are often great at commodity products and delivering them at a competitive price, but they often don't like to customize.

There's a "sweet spot" of 30-60 employees where many smaller manufacturers will deliver a higher product mix to help you solve your legacy-device tech debt and various other non-standard problems.

2. Will I get a personalized proposal - or just a generic two-pager?

Proposals are a window into how much the vendor actually understands your project.

A detailed, personalized proposal shows effort. A one-size-fits-all quote (often just a price sheet) means they're not really engaging with your needs.

Look for:

• A clear description of your goals
• Diagrams or mockups tailored to your site
• Specific part numbers and quantities
• Implementation plans and timelines

3. Is your proposal loaded with board member bios and vague accolades?

Flashy resumes don't solve technical problems.

Some vendors try to impress you with executive pedigrees and "Industry Leadership Awards" instead of technical substance.

Instead, ask for:

• Product documentation
• Test reports
• Real-world deployment examples

4. Can you back up your claims with measurable proof?

Anyone can say they're "best in class." The question is: Can they prove it?

Ask for:

• Real-world failure/MTBF stats
• Performance benchmarks
• Case studies (with contactable references)
• Engineering certifications

Tip: If you ask for a demo of a specific feature - and they dodge the request or delay - it probably doesn't work the way they say it does.

5. Will I have more than one person to talk to after the sale?

If the only person you've ever talked to is your sales rep, then who's going to support you after your system is set up?

Look for vendors that provide:

• A dedicated support team
• Direct contact with engineers (not just scripted tech support)
• Ongoing training or post-sale check-ins

6. Do you offer a money-back guarantee?

Guarantees show confidence. If a vendor won't stand behind their product, why should you trust it?

Even a short-term satisfaction guarantee is better than nothing.

7. What is your true core competency?

Some vendors try to be everything to everyone, which rarely ends well.

Ask what their flagship product is. Ask what percentage of their business is focused on your application. If monitoring is only 5% of their revenue, you can guess how much attention it's going to get.

Watch for The Common Red Flags

Beyond direct questions, there are some subtle (and not-so-subtle) signs that something isn't right. These don't show up in a proposal, but your gut will pick them up if you're paying attention.

Here are some classic red flags to watch out for:

• Vaporware or "Frankenstein'd" boxes pretending to be production-ready gear
  If the equipment in the demo has wires hanging out or uses vague renderings, it's not ready for prime time.
• Over-the-top marketing claims
  "Revolutionary," "game-changing," "AI-powered"... without proof? Beware.
• "Ginsu Knife" sales pitch
  If the product can do everything, ask what it does well.
• Used-car-sales energy
  This involves high-pressure tactics, pushy follow-ups, and glossing over your technical questions. These are all red flags.
• Vendor will sell you anything - even if it doesn't fit your needs
  A good vendor says "no" when something isn't a good fit. If they say yes to everything, it's probably just to close the deal.
• You get that "off" feeling
  Trust your instincts. If something feels wrong during the sales process, it's not going to get better after the sale.

Smart Buyers Do Things Differently

One national telecom client was evaluating multiple vendors for a remote-site monitoring project. They had dozens of sites, each with critical gear that needed visibility.

One vendor offered the lowest price, but had almost no in-house engineering. Their proposal was a generic two-pager with buzzwords and vague claims.

Another vendor submitted a 20-page custom proposal, complete with site diagrams, rack elevations, part numbers, firmware notes, and a long list of specific deliverables. They offered a money-back guarantee and direct contact with senior engineers.

The client picked the second vendor - even though it cost more - because they trusted them to follow through. Years later, they still rely on that vendor for network-wide visibility and ongoing system upgrades.

Don't Just Compare Features - Compare Commitments

When you strip away the marketing, a good vendor is defined by what they're willing to commit to:

• Do they stand behind their product in writing?
• Do they deliver detailed specs and real data - not just promises?
• Do they focus on your success after the sale?

If the answer is yes, you're on the right track.

Evaluate the Team and the Products

While this article avoids naming any specific companies, it's worth noting how one group of buyers approaches vendor selection differently.

Some clients we've worked with use a custom RFP process, but they also supplement it with personal site visits and in-depth conversations with product engineers. They're not just evaluating a product - they're evaluating the team behind it.

Here's what those clients tend to prioritize:

• Responsiveness during early conversations (if it's slow now, it surely won't get faster later)
• Transparency around product limitations (no system is perfect - admitting weaknesses builds trust)
• Flexibility to make customizations or tweaks to fit their unique environment

Vendors who pass that test are usually the ones still working with them a decade later.

You Deserve a Vendor Who Earns Your Trust

Choosing a technology vendor isn't just about specs or price. It's about avoiding regret - and making sure you get exactly what you paid for (or more).

With telecom equipment often serving 10-20 years of useful life (or required life based on future budget uncertainty).

The truth is:

• Most bad vendor experiences can be avoided by asking the right questions early.
• Most "vendor horror stories" were preceded by small red flags that got ignored.
• Most good relationships start with mutual honesty and clear expectations.

Take the Next Step

If you're evaluating vendors for network monitoring, remote site control, HVAC management, or similar infrastructure projects, start with the 7 questions in this article. Bring them to your next vendor meeting and see how they respond.

If you're already talking with a vendor and something feels off, it's okay to hit pause and dig deeper. Ask for documentation, talk to existing clients, or request a trial unit.

If you're still in the planning phase and want some honest feedback from people who've worked on hundreds of similar projects, we're happy to help.

Call us at 559-454-1600 or email sales@dpstele.com

Let's talk about your project and help you separate vendor hype from reality - before it becomes your reality.