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Path: utzoo!watmath!clyde!cbosgd!ihnp4!pesnta!hplabs!hp-pcd!john
From: john@hp-pcd.UUCP (john)
Newsgroups: net.micro
Subject: Re: Demise of Apple Tech Support
Message-ID: <6200053@hp-pcd.UUCP>
Date: Sun, 17-Mar-85 20:39:00 EST
Article-I.D.: hp-pcd.6200053
Posted: Sun Mar 17 20:39:00 1985
Date-Received: Fri, 29-Mar-85 00:28:43 EST
References: <163@ski.UUCP>
Organization: Hewlett-Packard - Corvallis, OR
Lines: 27
Nf-ID: #R:ski:-16300:hp-pcd:6200053:000:950
Nf-From: hp-pcd!john    Mar 25 17:39:00 1985

<<<

 Technical support lines get a lot of questions that the local dealer cannot
answer. They are normally started to answer these sorts of questions.




 They also get a lot of questions that the local dealer could have answered but
it was easier to call the support line. They get some questions that the dealer
MUST answer such as problems with faulty hardware and they get some questions
that could have been answered by reading the users manual. When you spend a lot
of money for a support line that gets mostly the latter types of questions ,
you tend to want to save money by using dealers to "screen" questions.


 
 This is unfortunate because support line questions really show up any areas
where your product or documentation is lacking. If used properly and manuals
are upgraded to answer the common questions then support lines can spend 
most of the time dealing with the first type of question.




John Eaton
!hplabs!hp-pcd!john