Reasonable Contractor expectations, parts and smarts
Have a site/customer that sent a project out via their contractor to another so called integrator, primarily because they're cheaper. We're embedded and preferred, also bid on this specific project.
This company franchise isn't a VAR or certified on the product and only is able to purchase because of the parent company. Their engineering is little more than design/build and obviously winging it.
The customer refused access to their system programming because of the certification. This company has to sub all programming out because of this. Their techs are pretty minimally skilled, every fault is deemed programming errors by them. Have proven this as BS time and time again, via logs and their install miraculously starts working without a single programming change. This has been going on throughout multiple project phases.
Final straw, they can't get their engineering to function, again, and it's a programming issue. Their tech and EC demand our guys on the phone to assist their troubleshooting. No coordination, no scheduling, just because they're onsite.
Advised them of this, told them essentially nope, this is their design and to contact the manufacturer for support and we can't support them at the drop of a hat, no consideration or scheduling.
What would you do?