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General Mach Discussion / Re: Prices for one-on-one phone tech support.
« on: February 20, 2008, 09:53:38 AM »
Support is completely separate from product development or design. Although a bug may be found during the support process, it's not the responsibility of the support guy for the bug. I've been in customer service and support for the last 3 years. 99% of the time a phone call is about something clearly documented. People making themself available for you to call should be compensated for there time. Remember, you choose the FREE Mach upgrade. You choose to add the FREE plugin. Alot of time an upgrade is posted and a bug is fixed. Sometimes a feature is added and new bug is introduced. Anyone calling phone support should pay 100% of the time for any reason. If the support guy chooses to cut you a break because he didn't know the answer, that's his or hers choice. If you choose not to pay for phone support, use the forum or email.