Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!swrinde!zaphod.mps.ohio-state.edu!wuarchive!psuvax1!rutgers!bellcore!att!cbnewsl!saify
From: saify@cbnewsl.ATT.COM (saify.lanewala)
Newsgroups: comp.sys.ibm.pc
Subject: Re: CHARGES ($) for Tech Support; what do you think?
Summary: Sounds good, if ....
Message-ID: <5072@cbnewsl.ATT.COM>
Date: 11 Apr 90 15:50:38 GMT
References: <9367.261bcd4c@amherst.bitnet>
Organization: AT&T Bell Laboratories
Lines: 32

In article <9367.261bcd4c@amherst.bitnet>, tgoldin@amherst.bitnet writes:
> Yesterday, I called Plus Development's 800 number to get some help with a
> Hardcard 40.  I was surprised to find that the number had been disconnected and
> replaced with a 900 number.  Users who dial the new number are charged a flat
> fee of $5.00 per call.  Initially, I was outraged, but I now believe that it
> might not be so unreasonable.  A tech support person answered the phone within
> one minute.  He stayed patiently on the line while I removed the Hardcard,
> reinstalled it and reformatted it.  I came up with several questions
> throughtout this process and I received competent answers.  The support I
> received was considerably better than the industry average.  This pay per use
> scheme seems quite preferable to the other emerging alternative of paying a
> yearly fee for an improved level of support (a policy offered by Micrografx, for
> instance).  What do you think?

I kind of like that idea.  I'd much rather pay per call.  Only thing I'd
like to have some control over any recourse in case I'm dissatisfied with
the service provided.  After all, in a way, I'm paying up front in
expectation of satisfactory service.  I guess we'll soon see this flat rate
per call degenerating into a per minute charge :-).  But seriously, I
have no problem with paying for good service -- good service is always
worth the price.

The yearly fee approach does not solve the service problem one bit --
there's no guarantee of satisfactory support.  Now if a company guarantees
satisfaction, then I might consider paying an up-front annual maintenance
fee.  Given the current litigous atmosphere that I feel is rampant in the
USA today, I don't think it's very likely to happen, but I'd love to be
wrong on that count!


Saify Lanewala
... att!attunix!stl