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| QSA ToolWorks Public Feedback Forum > Fee-Based Technical Support > Distinction between e-mail versus phone support? | You are not logged in. Login or Register. |
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| Author: | Topic: Distinction between e-mail versus phone support? | |||
gmorin Posts: 3 Registered: 2003-04-11    |
 Posted: Apr 11, 2003 11:34:35 am    
So under this new support plan would e-mail based support still be "free" or would it fall under the use of these "units"? The reason I ask is that I've never encountered another company that charged for e-mail based support, but those same companies almost always invariably will charge you if you call them for support. If given the choice I'd rather any e-mail or "forum" based support be free as typically a correspondence by e-mail is not as urgent simply because it is understood it could takes hours or days to get a response. However if I had an urgent problem that needed to be solved _right now_ I would make a phone call, and while I am "turned off" by companies that charge me for stuff like this I do understand it from a business perspective. The only time I don't think the user should be charged is if they are calling to get help with something that turns out to be a bug in the program. To charge for that would seem to me to be a serious conflict of interest as it provides an incentive for a company to insert bugs so that they can then get paid every time someone reports it. Not that I think you guys would do this, but is a slippery slope that I don't think any company should start down. Just my two cents 
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Gil Posts: 5 Registered: 2003-02-20 |
Posted: Jul 03, 2003 9:10:49 am
Consider the person who sends us a Collection for some analysis or opinion. He goes away for the weekend and says he's bringing a PowerBook with him. We can email him the "results." How could this email possibly be free? It's not the email that will require payment, it's the support. Email is merely a means of delivery that will be used in both free and paid support. - Edited by Gil on: Jul 03, 2003 10:07:32 am
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