Re: Support Fee

Adam Dillaplain ( )
Thu, 19 Jun 1997 12:23:27 -0500

I say a good solution is just to say something like, "xxISP is only
responsible for supporting issues directly related to connecting via modem
to our service, and connecting to the Internet via the software provided
with our sign-up, and only that software. xxISP will not be responsible
for modem communications problems, modem support, modem installation or
modem failure. In additon, xxISP will not be responsible for new software
installation, new software configuration, or new software failure if the
software is not provided and enodorsed by xxISP"

With a little cleaning up, that would eliminate about 1/2 of our support.
The Modems are a killer, people buy them, install them, and then expect us
to help them. We didn't sell them the modem, US Robotics did, it's just
that the customer doesn't feel like spending two hours on hold when they
know someone here will help them within 10-15 minutes.

At 07:51 PM 6/18/97 -0500, you wrote:
>> ----------
>> 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.
> ----------------------------------------------------------
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