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There's really no need for this. The solution is simple, separate the cost of the product from the cost of support. You need help with a product? ok, pay for i

There's really no need for this. The solution is simple, separate the cost of the product from the cost of support. You need help with a product? ok, pay for it. Charge users for the cost of the employee they want to talk to. There are an unbelievable amount of users that have zero problem solving ability and refuse to attempt anything without a human telling them what to do. I have zero desire to have the price I'm paying increase to pay for the support for these idiots. I also don't like having to go through a byzantine path of phone options to get someone when I have a legitimate problem. Solve this easily by aligning incentives, users want support -- pay for it.

JonChesterfield 5y ago
And when the support needed is because the vendor has broken their product? E.g. they've charged you multiple times for the same event, or they're constantly sending incoherent contradictory letters to your door?
em-bee 5y ago
this is not a support issue, but a warranty issue. users being locked out of their accounts is not a lack of problem solving ability of that user. the product is broken, and the company needs to fix that. customers need the ability to reach a person that is able to assess whether the issue is a warranty issue or a support issue. if it is a support issue then by all means send them to paid support. but if the issue is the company's fault they better fix it without charge.