Path: utzoo!attcan!uunet!zephyr.ens.tek.com!tektronix!sequent!upba!tssi!nolan
From: nolan@tssi.UUCP (Michael Nolan)
Newsgroups: comp.sys.mac
Subject: Re: Technical Support, 1-900-555-HELP!
Summary: Conditions under which 900 support is tolerable
Message-ID: <1696@tssi.UUCP>
Date: 28 Jun 90 17:20:04 GMT
References: <9664.268769e4@amherst.bitnet>
Organization: Tailored Software Svcs, Lincoln Neb
Lines: 22


If:

1.  You provide 60-90 days initial 'free' support

2.  You answer the 900 line right away, no voice mail or recordings

3.  You staff the line with people who know the answers

4.  You call back for more complicated situation, especially those involving
    the tracing of previously unreported bugs

5.  You cut your list prices by about half 

Then, I'd consider a 900 number as tolerable support.  Otherwise, I'll buy 
from other vendors.

As I understand it, you have to have a lot of calls daily for a 900 number to
make sense (like over 500??)  I suppose 900 support is coming, whether I like
it or not, as the microcomputer industry grows up.  The problem is, my computer
thinks it's Peter Pan, and I continually have my programs going off to Never-
Never Land.