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Doug Nebeker ("Doug")
I was recently contacted by a company, that offers interesting service. They offer free technical support via phone and remote connection for my applications, in order to up-sell their general computer maintenance for my clients.
I am not using chat or phone support at the moment. And I doubt that it would be a good idea to use them with such company, but am posting here for your toughs.
My main concerns would be that the support can be very low quality (but maybe it is fine for a 1st level support?). Also I have been contacted via unsolicited email, so this does not put any trust on this company (they also are not hiding the fact that support workers are Indians, although company itself claims to be in Australia).
Fires all my red flag detectors. Danger, danger.
What I assume happens is they are "supporting" 1000 other apps as well and their operators don't know anything about any apps other than generic advice. Then they do the high pressure sales, get a credit card, and it's a deal where the customer can't unsubscribe and costs more than they thought - and they blame me since I introduced them.
Very common scam for a con artist to get introduce by a trusted party.
Their goals are completely misaligned with yours. Run away. Fast.
Tuesday, March 04, 2014
I don't believe for a second that FogCreek would use this service.
Wednesday, March 05, 2014
> Avoid all unsolicited contact, always.
Nahh, and you don't even mean that, anyway. If Yahoo approached you to acquire your software, you wouldn't avoid it. It's a very dynamic world, and being "out there" occasionally invites strangers contacting you and sometimes it can be fruitful,
(But yes, in *this* case, I agree it sounds awful)
"free online technical support" does sound like a complete scam. Besides, are you sure you need to provide phone/live chat support? "Live" doesn't make it better. What do I care if someone picks up the phone just to ask me if I'm "havening problem after the restart the computer"? I can imagine what the quality of their "support" would be, if they can do this for any company and any kind of software. If your software isn't solving a time-sensitive problem, you'd better focus on the quality of the support you provide, not the speed. IMHO.
Wednesday, March 19, 2014
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