Handspring Charging for Support Calls
Handspring is going to charge $20 for telephone support calls that take place 90 days after the product has been registered. They are free for the first 90 days. Customers who are paying for their call will get priority service. Calls that result in warranty repair will not cost the customer anything.
Email support will continue to be free and Handspring has extensive support information available on their site.
While this change took effect October 1, Handspring won't actually begn charging for these calls untll January 2.
Standard Support, available at 716-871-6448, lets customers speak with a technical support representative for answers to installation, configuration and general usage questions. If customers would like to speak with a technical support representative after 90 days from date of purchase, they can opt for priority personal service with Premium Pay Per Incident support, available at 888-345-5150. It is this second option that will cost $20.
In a statement, a Handspring spokesperson said, "When we began our first technical support program, Handspring was a new and unproven company, and it was important to offer free support to help establish our product line and trusted relationships with our customer base. As a larger and more established company, we intend to uphold this quality of service, but it is financially and operationally prudent to manage the cost of these programs as they grow in scale."
Charging customers for support has become more common as profit margins on handhelds get cut to the bone.
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