Hi Bill,
Good post, and I agree mostly. I also think that Donna was just mentioning it as a possibility. The problem is support isn't there when we want it. And, it is also kind of like paying for people on Medicaid (not that some don't need it). I have a problem also with paying those who are calling for MU.
Also, paying per incident, gives AC incentive to do a better job with each support call and answer the phones more. Plus, most companies such as Microsoft don't charge if they don't fix the issue.
Support shouldn't say, well that can't be fixed or that is your problem. They should "own" the problem until it is fixed or not charge.
But, I do see the other side.
