| Computer service has changed. We've gone from | | | | That is the next point, the cost of providing that |
| hardware based issues to mostly software problems. | | | | service. To be able to stay up on everything requires |
| Basically we went from "something broke" to "how do | | | | constant training and upgrading and all that cost |
| I do this". And, the industry has changed too. Plug and | | | | money. Include the rising cost of running vehicles, |
| play has removed most configuration issues and the | | | | insurance (what if I fry your machine), the general |
| cost of computers for the masses has come way | | | | costs of doing business and it all adds up. This is what |
| down. How does this affect us all? Let's start with the | | | | separates the $20/hr technician from the $100 |
| software. | | | | technician, training and experience. |
| Today's programs have become huge and | | | | That leads to the final point, the cost of the repair or |
| complicated. They are becoming so difficult that it is | | | | service. Computers have become so inexpensive that |
| getting beyond the average user to figure out. Add to | | | | once the machine is a year or two old, many times, |
| this that it is almost impossible to get good support | | | | the cost of the repair is more than the system is |
| from the vendors users turn to the next person they | | | | worth. Or in the case of software, a few hours of |
| know, the local repair shop. We are getting everything | | | | service can cost as much as the program itself. So |
| from "I can't sync my iPod" to "I can't log in to my AOL | | | | what can I do as a service company? I can't afford |
| email." | | | | not to charge what I need to charge. That leaves few |
| Because we fix computers we are expected to know | | | | choices. I can absorb some costs thought I couldn't do |
| every piece of software out there. | | | | that for long. Or, we can cut back on the service we |
| This is not possible. We can figure it out but time cost | | | | offer which is not good for you. |
| money. And to make it worse the vendors know this, | | | | Your choice is to fix it yourself, deal with the vendor's |
| so the larger ones charge a per incident fee knowing | | | | support or pay your local tech. It is a true "Catch 22" |
| you will go to someone less expensive and avoid the | | | | situation for me the technician and you the customer. |
| phone support run-a-round. It is their way of controlling | | | | No matter which way we go it will cost us both. This is |
| support cost. | | | | the new face of computer service. |