> There is also 'new user' support costs with hardware. Look at any VCR > and try to tell me people understand how to program them. If I sell a > used VCR to someone on ebay (without a manual) the first they they could > do is potentially call the company and start asking questions how to use > it. And THAT is a product that has zero margin for support.
Most consumers know better than to call the company for support ;-) They know they will be wasting their time and racking up big long distance charges while navigating Byzantine voice menus and waiting in long phone queues to talk to a clueless supportdroid who reads from a script. Said company could save support costs by posting VCR operating manuals and FAQs on their website, even for old models. OK, Altium, for you that means "old versions". Keep support for old versions on your website, and your support costs will be minimal. Sidebar: I never call these companies unless I have a product that failed in warranty and need to make a claim. This happened with a Linksys Cable/DSL Router last week. I called them, got connected to a supportdroid who was probably working the late shift in India. I told him the unit's red "Diag" light was on and would never go off. He then asked me what operating system I was using! DUUUUHHHHHH! I played his little script game until finally he told me to go to the website and fill out a form to get a RMA to send the whole thing back. I decided to do a little more investigation (I noticed the red light was awfully dim). Using a scope, I tested the wall wart under no load, and it had a 5V output. Then I got a 5 ohm, 10 W resistor and loaded it down, it went down to a very noisy 2V. Aha! Bad power supply! I grabbed another wall wart with similar ratings, plugged it in and the unit came up and started working. So I will be claiming a new wall wart, instead of complete new unit. With few exceptions, in today's world, YOU are your own tech support. Best regards, Ivan Baggett Bagotronix Inc. website: www.bagotronix.com ----- Original Message ----- From: "Tony Karavidas" <[EMAIL PROTECTED]> To: "'Protel EDA Forum'" <[EMAIL PROTECTED]> Sent: Tuesday, November 19, 2002 6:52 PM Subject: Re: [PEDA] Fw: 2 of 2 [protel-users-resale] Protel 99se for sale? > I'm saying this lightheartedly, but there is truth to it: > > There is also 'new user' support costs with hardware. Look at any VCR > and try to tell me people understand how to program them. If I sell a > used VCR to someone on ebay (without a manual) the first they they could > do is potentially call the company and start asking questions how to use > it. And THAT is a product that has zero margin for support. > > The EDA industry is a joke at times with the policies in place. The > Protel policies that have been in place are a welcome relief to the > (realistically) infrequent occurance of 'used' license sales. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * To post a message: mailto:[EMAIL PROTECTED] * * To leave this list visit: * http://www.techservinc.com/protelusers/leave.html * * Contact the list manager: * mailto:[EMAIL PROTECTED] * * Forum Guidelines Rules: * http://www.techservinc.com/protelusers/forumrules.html * * Browse or Search previous postings: * http://www.mail-archive.com/[email protected] * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
