On 19/02/2006, at 2:33 PM, Thom McGrath wrote:
Sorry, should have worded it better as I have seen many similar
responses.
How do you feel about the policy of providing e-mail tech support
to only those who have paid? As it takes time and effort to solve
problems, I feel it would be necessary to provide custom support to
my paid customers.
••••
My 2c as a user rather than a developer.
I think you need to have some sort of support for demo users. What
happens if someone can't get the app running and needs to ask a
simple question? Some of the best software I use (CommunigatePro,
RapidWeaver, CrushFTP etc) have unlimited free support even on the
demo. In fact Communigate has one of the most interesting license
models around.
On one hand, I feel there should be no distinction between customer
and paid customer.
••••
Hmmm, not sure about that - I think as a paid customer I expect some
extra attention.
The application should be intuitive and complete enough to not
require tech support to begin with.
••••
If this is truly the case then offering free support shouldn't be an
issue.
Every time I justify supporting only paid customers, I feel like a
dirty business man.
••••
You are:) kidding, kidding... Of course much of the problem could
be overcome by providing a forum or mailing list in which other users
provide some support for you. It will take a a little time to get the
numbers but when the number of sales gets large the forum should be
well developed. Perhaps one of the reasons RB's support is not
perceived to be so great is because the forums and mailing lists make
it less necessary.
cheers
kim
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