Where is the logic?

[monkey68]

My computer is not turning on. It gives me an error message when I try to turn it on. So I call hp. They tell me to troubleshoot over the phone, it's a $50fee. Or, I can go online and chat with somebody for free. Now the problem is.... if my computer doesn't turn on, how am I supposed to chat with tech support? Fortunately, I can use my parent's computer, but not everyone has that option. So how is it logical to have tech support for a computer over an internet connection that requires a computer?

 

[WDWBarb]

My computer is not turning on. It gives me an error message when I try to turn it on. So I call hp. They tell me to troubleshoot over the phone, it's a $50fee. Or, I can go online and chat with somebody for free. Now the problem is.... if my computer doesn't turn on, how am I supposed to chat with tech support? Fortunately, I can use my parent's computer, but not everyone has that option. So how is it logical to have tech support for a computer over an internet connection that requires a computer?

I used to manage an IT help desk and we charged for remote support for other situations such as software issues and viruses. If the PC couldn't boot up, we really couldn't help them beyond the basic steps (is it plugged in, the power cord is firmly attached, etc). If it was a dead computer, we always suggested that they bring the unit in.

So remote support isn't the right thing for you. Take it in somewhere and let them have a look.

 

[monkey68]

I ended up getting the computer to work last night, I went through the support online from my parent's computer, had my laptop set up at their desk, and went that way. And it worked last night. Today, it's not. Only I'm not even getting the error message I was getting last night, now I'm just getting a black screen. So I'm going to bring it to Staples today, although I'm at the point where I'm willing to shell out for a Mac, the only thing holding me back is that my computer is just over 2 years old.

 

[bicker]

They tell me to troubleshoot over the phone, it's a $50fee. Or, I can go online and chat with somebody for free. Now the problem is.... if my computer doesn't turn on, how am I supposed to chat with tech support? Fortunately, I can use my parent's computer, but not everyone has that option. So how is it logical to have tech support for a computer over an internet connection that requires a computer?

You answered your own question, to some extent. The reality is that providing support via chat is less expensive to the supplier, so if you can avail yourself of that option, they reward you but not charging for support. If you cannot, or don't want to, use online chat, to get the support you need, then you pay a price, that accounts for the extra cost to the supplier for providing telephone support.

It may not be excessively convenient, or excessively gratifying way of obtaining support, but it logical approach for a supplier offering support.