Switched my mind on paying for premium support after a CRM crash in Omaha

I was on a call with a client on a Tuesday when their whole pipeline vanished, and the free chat support took 4 hours to even respond. Bought the next tier up and had the data restored in 18 minutes flat. Has anyone else had a support tier save a deal like that?

3 comments

3 Comments

charlie_roberts8720d ago

That's the thing that gets me about the whole premium support game. I paid for the faster tier once after a similar crash and felt like a total genius for about a week, then realized I basically paid money just to skip the line like a kid cutting in front at a water fountain. It's kind of EMBARRASSING how quickly I folded and handed over my credit card, but you know what, 18 minutes versus 4 hours is a no brainer when your whole business is on the line. I guess I'm just a sucker for not having to sit there staring at my screen refreshing a chat window like some kind of desperate robot.

reese_perry620d ago

Paid support is basically insurance for your time at this point. Free support works fine until something actually breaks, then you realize you're in a queue with everyone else who didn't pay. I've noticed the same pattern everywhere now - free gym classes get cancelled last minute, but the paid ones always run. Cheaper hotels will leave you waiting at the front desk for 20 minutes while the expensive ones have someone there in seconds. It's not even about the service itself anymore, it's about being the person who gets skipped when things go wrong.

skyler_white15d ago

Honestly I think paid support is just a tax on people who panic too fast. Free support works fine for most problems if you have two brain cells to rub together and can use a search bar. Your gym example is weak too - paid classes run because they already have your money, not because they care more about you. The real scam is that companies deliberately make free support miserable so you'll upgrade, and you're falling for it. I've gotten just as fast responses from free support when I knew how to escalate properly without paying. People act like waiting 20 minutes at a hotel desk is some kind of tragedy when you could just call ahead or check in online like a normal person.