To add to the M&R and parts prices, I can say this.
They may charge a hefty price for parts. Some justifiably so and some not so much. The ones (not so much), I would guess it's more of a courtesy thing. They have them, and if you want one from them, (since you may be ordering 20 other tithings,) they have that available also but yea, much higher priced. Most of the reason I would guess, is that they don't make anything at all on tech customer service phone calls...Nothing.
In addition, it's true that they also don't make much on on site service calls. From my experience, it's a motto, to not charge for everything that could be. A lot of times, there are many more labor hours that are not billed.
They may make $ on parts, but not service. Your total bill may seem hefty, but it's due to the cost to get there. Trust me, I know. They've paid out $500-900.00 in flight cost, (Most service calls are for next day)....+ 150.00 for car rental, 300 for hotel stay and my travel time and labor time on site to get me somewhere in a rush across the US from one side to the other, (for a service call under warranty). They juggle Techs to locations where they are closest...and most available. They DO NOT charge for things they don't need to. Any parts "tried out"they send back, unlike an auto repair shop. They would rather NOT charge if they can. I've seen it...and I've wondered how they stay in business with all of the added cost, but they must make it up on new equipment cost. For service alone, and all of the cost involved, and how little they try to charge for things in their control, I would assume they use "service" and a non profitable cost of doing business. Thats my ex employee perspective. Actual facts could be different. Like maybe they do make a profit in the end over a years time. I dunno.
