Comments on: Schwab Is Dropping The Price on PortfolioCenter http://wealthfly.com/blog/2007/05/16/schwab-is-dropping-the-price-on-portfoliocenter/ A blog for investment advisors, brokers and financial planners. Tue, 06 Jan 2009 09:15:15 +0000 http://wordpress.org/?v=2.3.3 By: Matt Abar http://wealthfly.com/blog/2007/05/16/schwab-is-dropping-the-price-on-portfoliocenter/#comment-152 Matt Abar Thu, 17 May 2007 20:13:27 +0000 http://wealthfly.com/blog/2007/05/16/schwab-is-dropping-the-price-on-portfoliocenter/#comment-152 One of my pet peeves too. I was constantly trying to change that but it was too deeply ingrained in our support philosophy. With an "unlimited" support model, there wasn't an easy way to monitor the specific type of support we did. I was actually moving us toward a per-incident model--implementing incident tracking through the Siebel CRM was supposed to be the first step. One of my pet peeves too. I was constantly trying to change that but it was too deeply ingrained in our support philosophy. With an “unlimited” support model, there wasn’t an easy way to monitor the specific type of support we did. I was actually moving us toward a per-incident model–implementing incident tracking through the Siebel CRM was supposed to be the first step.

]]> By: Mike Benson http://wealthfly.com/blog/2007/05/16/schwab-is-dropping-the-price-on-portfoliocenter/#comment-151 Mike Benson Thu, 17 May 2007 15:03:18 +0000 http://wealthfly.com/blog/2007/05/16/schwab-is-dropping-the-price-on-portfoliocenter/#comment-151 Support is one of my sore points. There were times at Techfi when I was brought in as tier 3 support to help configure a clients printer. Imagine the cost of myself, the tech support rep and the manager of support standing around for an hour trying to get someones printer working; don't forget to add in the cost of support time it took before it was escalated to me. This used to drive me mad, I always thought 100 dollars per incident unless it was truly a defect was reasonable. If you won't pay for training and you won't pay for IT help then you should not get either from support for free. Support is one of my sore points. There were times at Techfi when I was brought in as tier 3 support to help configure a clients printer. Imagine the cost of myself, the tech support rep and the manager of support standing around for an hour trying to get someones printer working; don’t forget to add in the cost of support time it took before it was escalated to me.

This used to drive me mad, I always thought 100 dollars per incident unless it was truly a defect was reasonable. If you won’t pay for training and you won’t pay for IT help then you should not get either from support for free.

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