A hospital told us they were quoted $9,000 to diagnose a menu issue.
Not to fix it. Just to diagnose it.
And that didn’t include travel and lodging if a technician had to come on site.
We hear versions of this constantly. Food service software vendors sell the system once, then treat support like an afterthought because the incentive to actually help disappears the moment the contract is signed.
Something breaks, you file a ticket, and you sit there waiting.
That would be frustrating with any enterprise software. But when the system in question decides what a patient with a swallowing disorder or food allergy can safely eat, a support delay isn’t just a support problem.
It’s a patient safety problem.
We find that unacceptable.
At Banquet, we run automated tests against our own system around the clock, with bots trying to break things before a customer ever runs into them.
And if something does slip through, we usually tell the customer before they find out on their own.
That’s how we think software companies should earn trust: by catching their own mistakes first.
Hospitals shouldn’t have to discover that something is broken, pay thousands of dollars to figure out why, and then wait while a safety-critical system gets diagnosed.
If your vendor’s support feels more like a toll booth than a partner, you’re probably not the only one on your team who’s noticed.