Close

Customer Support No Longer Free at Many Companies

Share on facebook
Share on twitter
Share on linkedin
Share on whatsapp
Customer Support No Longer Free at Many Companies

Free technical support and printed manuals are becoming a thing of the past at many software and computer companies. Quicken, the popular financial software manufactured by Intuit, began charging support fees in 1999 and currently charges $1.95 U.S. per minute for live telephone support. Symantec, which makes Norton’s antivirus and diagnostic software, automatically bills its customers $29.95 for live technical support from its 800 telephone number, or at per minute rates of $2.95 to $4.95 for support from its “priority treatment” 900 live support telephone number. Dantz, a manufacturer of backup computer programs, for many years provided free, unlimited technical support. It now charges from $39.95 to $69.95 per support incident for live technical support. While promising free unlimited support for its computer games and up to “two support incidents,” Microsoft charges $35.00 per call for customers who license individual Office programs and have support problems beyond program installation.

And just because a customer is paying for technical support does not mean that the support will be meaningful and accurate. Consumer Reports recent survey indicated a growing dissatisfaction with the quality of support received, even though a fee was paid for the support. An average customer support call is reported to cost a company anywhere from $45 to $60, based on employee salaries and the length of the call.

Author