Near the end

The next to last paragraph of this report isn't flattering.

..."Those using premium rate numbers told Which that they did not profit from the calls, but used the revenue to "cover the costs of a technical support service"......

How disingenuous is that para.

We don't want to use our money to support you...we prefer to use yours.

No effect on profit margins of course.

I would rather wait 8 mins on a 0845 (free on my BT phone contract) than 2 min on a £1 min 09XXX number.

Edited by 50pence (Thu 05-Mar-09 07:55:05)

Good point. (You have BT Anytime call plan then)?

But are there any 09xx support numbers? I thought those were for cards in London phone boxes.

Edited by RobertoS (Thu 05-Mar-09 09:27:15)

The trouble with all these surveys is that only the ones with a bad experience
comment on them.

On the few occasions that I have phoned PN I have waited 2 or three minutes
at most.

Meldrew

It is the bit about "using the revenue" and "not profiting" by it that is hard to swallow.

Nothing is for nothing and good tech support costs, I have no problem with that. If those that use premium numbers used a low cost or freephone number it would have an impact on profit...or they would have to increase their prices to make the same amount.

Ergo, they profit from a premium number in my book.

I don't mind waiting in small queues to the Geo 0114 numbers, but I would if they changed them and went 100% 0845 or similar... we shall see.

Ergo, they profit from a premium number in my book.

In a way it depends on how they do their accountancy. If they run the support group on a zero budget basis then it would have to make enough money to pay the support staff - one way of making money is to charge for calls. If the call charges don't cover the costs of running support then they will say they are making a loss on support (ie not profiting) and it is having to be subsidised by other parts of the business.

In the end it is about playing internal shops for these companies but it's amazing what you can do with accounts.

In reply to a post by RobertoS:

Good point. (You have BT Anytime call plan then)?

Yep, was going to change to PN though the free to 0870 and 0845 swung it.

In reply to a post by RobertoS:

But are there any 09xx support numbers?

I dont know, just making the point really.

In reply to a post by RobertoS:

cards in London phone boxes.

What type of cards are they then?

Edited by 50pence (Thu 05-Mar-09 18:31:49)

In reply to a post by 50pence:

In reply to a post by RobertoS:

cards in London phone boxes.

What type of cards are they then?

I think they are some kind of special access card! Sorry - we're going off topic. Hmm... On the other hand most ISPs end up setting out to "have unplanned intercourse" with their customers. So this is nearly on topic.