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Original thread:
Post 126 made on Tuesday June 26, 2018 at 16:34
goldenzrule
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On June 26, 2018 at 11:37, clemdia said...
Can you address the first question? Why aren't dealers eager to offer provision of the software *for a fee* on the strict condition that there is NO free support from anyone?

Believe me when I say that I'm not posting here to start a fight. But URC doesn't require you to provide free support. I write software, and typical projects end with handing over the software to the customer - where we make it clear it is provided as is. They know (because we make it clear) that if they mess with it (modify, extend, etc.) we will charge money to clean up the mess. It's not a complicated arrangement, and everyone understands the terms.

For the customers we're taking about (hobbyists, "advanced" users), I don't see any complaining about a lack of software support - and that includes that MANY people who managed to get the software legally. However I see MANY people complaining about a lack of software. In fact, the negative reviews of URC that I find are mainly along the lines of, "Don't buy URC - they're a pain about the software - you're buying a brick." Honestly I've never seen a bad review that says, "Don't buy URC - they don't provide tech support for the software, and neither do their dealers."

Provide the software for a reasonable fee with the condition that you will not provide any free support, and with the disclosure that URC will not provide free support either. Future support is provided at a cost. What exactly the problem with that?

OK... but then you go on to say...

Again, URC is not mandating the responsibility that you provide free support. If you supply it with the condition that there is no free support - only paid support - it becomes a potential revenue stream for you, no?

And finally, we're back to the real issue: many dealers simply don't *want* to hand out the software - and do so only begrudgingly, even when it's provided for a fee and with the caveat that there is no support (i.e., no free lunch if you as a customer choose to use the software and screw things up).

I guess I just don't see the business case that you're making. Rather than provide the software with no support or warranty on the condition that the customer will pay for any future assistance/support/clean up, a larger number of dealers seem more content to immediately turn off a decent-sized block of customers to both URC and their own businesses - on the vague premise that these customers may be turned off to both URC and the dealer's business.

How does that make any sense?

URC is not mandating anything.  You are making the assumption that we HAVE to give the software and then can choose to charge for support.  Or we give the software with no support.  How do you think the online reviews will look when issues pop up, and people call URC who tells them to call us.  People do not care about what URC has "mandated", nor will they remember the discussion about no support (conveniently).  Simply put, I want no part of this shit show created by URC themselves.  STOP putting blame on the dealer who has been put in this difficult position by the people that should either be supporting the end user OR having a hardline policy that NO software is to be distributed, period (like they do with Accelerator and Flex).  I don't care to be in software sales business.  I definitely am not able to provide phone support, and I should not be called out for anything for simply not providing this one "feature".  I already said I do not care if you or anyone else as a end user has the software, just that I am not going to be the one providing it.  T


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