Technical Support

More and more I have been hearing from many of my clients that the manuafacturer of the system are refusing to provide tech support of any kind once the warranty has expired unless otherwise billed. Considering that the cost of Tech Support for the first year is built into the price of the system and that the costs of providing support far outweighs what has already been paid for it is arguable that billed support is better than no support at all.

HP\Compaq, to my knowledge is the only company that starts billing for support on software issues after only 90 days. This includes both thier consumer and commercial products. My question is do you feel they are out of line by charging to provide information on what driver to download or what software fix they have available for download for a given issue? If so, for just how long should the free ride last? Personally I appreciate thier (unintentional?) efforts to provide me with more business. Maybe then I'll have to start going to bed earlier. ;)

On a side note I recently received notification form Apple Canada that replacement of Apple products is no longer an option, even for systems that arrive D.O.A. Apple has decided that the customer must go through thier Tech Support who will replace components as required.

Starting out, education and continued service worked well to draw interest in this new-fangled machine they were calling a compyutere.

Now, the computer holds it's own just like a TV, with one major difference: The basic configuration allows some tweaking by the user, who will often try to go beyond the capabilities of the computer.

As such, the previous practice to please the customer's every whim has been replaced with practices that help convince the client that the purchase of a newer machine would be better than fixing or upgrading the old one...

As a builder, I sympathize with them in that they offer limited tech support. My reasons being, it can be taken in the extreme. I built a computer last year for a friend. I’ve been through the devil with this lady because she expects me to update, fix, and/or guide her on how to use her computer. Some customers just don’t understand you can’t put certain software, or junk on a computer and have it still function as it did when first hooked up. Then if it doesn’t work just like it did when they first brought it home, it’s your fault not theirs. So, yes, I can see why big computer companies put a limit on how far they’ll go with free support. After a while it gets annoying. :D

Ah, yes. I remember back in the day when I got my first computer. A Mac SE ( a LUGGABLE computer). Monochrome display and all, with no HDD and required a "startup disk". In the 90's I more than outgrew it, and my parents said "It still is working, you dont need another" But damn, just like everything nowadays, "They don't make em like they used to" Not one problem with it ever. Now I have a Hew/crap and have replaced almost every part in it (excluding case, mobo, and processor). Even all these big software companies charge up to $50 per call now, and they usually dont fix the problem or **** up the computer in the process. I called tech support about my dying HDD, and the first thing they asked "is the power cord connected" then "Restart and call back". evil..... But hey, at least we've got these great forums. Real people with infinite knowledge and you can bet that the problem will be fixed. And its FREE!

I see no reason why a company can't or shouldn't charge for added Tech Support after the original contract (1yr) has expired. Simply for reasons that photolady described. The companies are in the right for doing so, and photolady would be in the right if she chose to also.

On the whole I agree with most of your responses so far. Particularly that some customers don't or won't understand that they just can't keep adding junk to thier systems and expect them to keep operating properly. My purpose behind this post was to hopefully gain some insight why these people feel so wronged when thier warranty has expired and are now expected to pay for support. My customers typically turn to me to solve thier computer woes, that they could have cured themselves, more so because they have exhausted all other avenues (free ones anyhow) and don't know any better. I don't like to paint in genralisms but my impression is that those who would call a Tech Support line are Hi-Tech retarded. Once the lifeline of Toll Free Support is severed they have no idea where to turn.

The membership of VirtualDr is a small percentage of the total computer users/owners. A large percentage of users need not be concerned about fixing computers because their jobs do not require it. However, for those having an interest in maintaining computers, certainly browsing through the forums can give some real enlightenment on most computer related questions.

The forums work, and we know so because of the many members who have stated their thanks for what they have learned. I'm definitely not looking forward to the day, but we can expect that even the forums are likely to eventually start charging a fee in order to ask for support. :eek:

Now wouldn't that be a real slap in the face to those who are more reliant on the forums than the tech-support provided by the manufacturer of their computer...

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Originally posted by oldhermit
The membership of VirtualDr is a small percentage of the total computer users/owners. A large percentage of users need not be concerned about fixing computers because their jobs do not require it. However, for those having an interest in maintaining computers, certainly browsing through the forums can give some real enlightenment on most computer related questions.

The forums work, and we know so because of the many members who have stated their thanks for what they have learned. I'm definitely not looking forward to the day, but we can expect that even the forums are likely to eventually start charging a fee in order to ask for support. :eek:

Now wouldn't that be a real slap in the face to those who are more reliant on the forums than the tech-support provided by the manufacturer of their computer...

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Perish the tought. Personally I come to this site mostly because it's a form of enetertainment in an off beat kind of way, and it helps generate positive karma. :D Just not enough karma worth paying for. ;)

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Originally posted by oldhermit
I'm definitely not looking forward to the day, but we can expect that even the forums are likely to eventually start charging a fee in order to ask for support. :eek:

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Some already are!!:eek:

Hmmmmm...... wonder how much traffic they get.:rolleyes: I would imagine they don'y earn much over operational costs.

The first forum I ever discovered was called NoWonder and after a while they decided it would be a good idea to start charging. It totally killed what had been a busy site. Fortunately I'd found VDr by then, and it's been the only tech support I've ever needed :)

I don't know what it is about computers, but some (perhaps most) people seem to look upon them as a sort of glorified television set. Otherwise rational people who, presumably, wouldn't dream of operating any other piece of high technology without some sort of instruction or training, just expect the thing to sit there and work. I know people who'd chop their own hands off before buying a book to help them understand and use their PC's.

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Originally posted by oldhermit
but we can expect that even the forums are likely to eventually start charging a fee in order to ask for support. :eek:

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I see this as highly unlikely as this and many other forums rely mainly on the forum members to supply assistance to those in need .
This said it is not meant to demean the moderators who also freely contribute their expertise but if we paid one would expect a service that would supply the answers of the bat,not off a written script [like some paid for dial up services I`ve seen mentioned].

As mentioned a paid for forum is no longer a forum of characters,buddies and advisor's but a taxable service.

As to charging for support on a system bought from your company then yes I see no reason not to charge a reasonable fee to answer customer problems.

IF the system was sold as working and if put back as when supplied to the customer,baring hardware failure,will undoubtedly in 99% of cases still work as designed.

The magic phrase "Please use the reinstall disk"comes to mind. :D

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Originally posted by Fuelm@n

Some already are!!:eek:

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The only one I know of is Windrivers Fuelman and I believe the membership fee is for access to the driver database not the forum which is a s assessable as this one.

[QUOTE]Originally posted by SuperSparks
I don't know what it is about computers, but some (perhaps most) people seem to look upon them as a sort of glorified television set. Otherwise rational people who, presumably, wouldn't dream of operating any other piece of high technology without some sort of instruction or training, just expect the thing to sit there and work. I know people who'd chop their own hands off before buying a book to help them understand and use their PC's.

Most people can't be bothered to learn anything new that's a given. When it comes to computers though watch out! There are people out there who more than refer to the CPU as a brain of the computer they conceptulize it as such. They expect it to think, to be able to perform self diagnostics and repair itself. I haven't bothered to count how many times I heard someone say "Well if the software isn't going to work on the computer why did it allow me to install it?" It is not a Technical Support Wives tale that a newbie brings home the system hooks it all up then plugs in a microphone and is mystified that the thing doesn't respond to the phrase "Computer on!" Personally I blame Star Trek.

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Originally posted by 104456
IF the system was sold as working and if put back as when supplied to the customer,baring hardware failure,will undoubtedly in 99% of cases still work as designed.

The magic phrase "Please use the reinstall disk"comes to mind. :D

Forget about them chopping off thier hands to learn about thier computers! If they're are at risk of losing the data stored on the system they'll turn viscious on you in a second. Never mind that they never once bothered to backup the data when the system ran properly in the first place that would require that at some point they bothered to read about computer related topics without getting that glazed over look and started fantasizing just like they did in High School Algebra Class. After all "If the data is so fragile why do you guys call it saving it to a Hard Drive? Doesn't sound so hard to me?" "Yeah I installed Norton ghost! Right on the box it says it backs up data automatically! What do you mean by it has to be configured to do that?"

Once again I blame Star Trek.

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There have been times since I bought a computer that I would gladly have paid someone to make a house call if I knew someone who provided that service.

However, when I pay for a service I expect a certain level of performance and results. If the service person does not have the level of expertise they professed to have and the results are unsatisfactory, I am inclined to hold them accountable. If a person markets themselves as competent professionals for hire, I have an expectation of performance.

With free help from persons donating their time and knowledge such as at this forum, all attempts at help are appreciated and I feel no entitlement to expect results. I only wish I could give as good as I get, maybe I will someday.

Mowergun