Re: Support Fee

Greg Dobinson ( )
Wed, 18 Jun 1997 19:51:22 -0500

> ----------
> From: Richard Fink
> Sent: Monday, June 16, 1997 1:13 PM
> To:
> Subject: Re: 56K / X2 pricing
> We would like to charge maybe a $10 premium per month... but our
> competitors aren't so we're locked.
> Another possibility. Why aren't we ALL (has to be ALL) giving 60 days
> free support to a new signup and then charging $20 a call for it. We get
> people who want endless tech support over the long term,... because they
> "clean-up" their hard disk among other reasons.
> Tech support is a profit killer in this bus.
> Any thoughts out here ?
> -Ric
I agree with this concept totally and it would likely defer a lot of
wanna be "super users" from tweaking say their TCP/IP setup too much.
Although for a policy like this to work it either has to be implemented
like you said by all ISP's in the vicinity or it must be started when
the ISP goes into business.(with appropriate measure taken such as
customer awareness and documentation)

Also, if an ISP was to start a $20 support call fee the support would
have to be suitable enough so that the customer feels that they got
their moneys worth and had something solved in a fast reliable way. It
seems that when too many of these super-users get a hold of your time
the quality of tech support also goes down the drain. One would have to
be careful that users aren't going to be getting the same service as
before except this time with a price tag on it.