Linked by Fred McCann on Wed 25th Aug 2004 21:00 UTC
I recently had a bad experience with an application service provider that illustrated a growing problem with technology companies- lack of service and support. We have grown complacent as technology consumers and we allow vendors to offer very poor levels of service that wouldn't be allowed in other markets.
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"...but currently technology companies are spinning documentation, support, and service into a separate product rather than keeping it a part of the actual product. This shields them from having to price that support and service competitively like they must price the product or service. This means the company is increasing their profit margins at the expense of the consumer."
An alternative way to look at this is, by taking service and support out of the costs of the product companies avoid charging customers for support they don’t need or want. If you are an expert with desktop computers, do you want to pay for the support levels expected by a novice? In fact by separating support consumers are freed to go to third parties for support if they choose. It is entirely possible separating support makes support more competitive.