[Simon Gerrard]

I've heard through the grapevine that Hydramaster are thinking about charging an annual fee for Technical Support. Not sure home much it is but apparently there will be discount off chemicals.
Any thoughts?

Simon

[Mike Halliday]

but this must be for non HM customers only, if you bought a T/m from HM then I would think that entitles you to continued technical support. It would be taking the pee to spend £1000s with them and they then want to charge to tell you how to put it right if it goes wrong.

fair play to charge anyone else who has never put money in their pockets.

I might try the same thing, if anyone rings me with a problem I'll tell them to get stuffed unless the pay me a fee but i will give them a discount on any cleaning they have done.

[Colin Day]

Maybe a better way for HM would be to have a premium rate phone number for technical support. Time is money, I think it's fair enough for them to want to be recompensed for their time....

[richy27]

I agree with simon and believe its a good idea.

I think the prob is martin is tied up on the phone constantly sorting out and diagnosing prob that can be sorted out on the job with obviously no gain to hm at all .

i guess there technical service would be free under warranty .

a great company like hm that produce great machines and have service to match i would be happy to subscribe because where would i be wthout them. I have been using them for some time and cant speak highly enough about them

[mark shannon]

Apparently Martin can spend hours diagnosing problems in very old machines only for the owner to buy the part elsewhere. Think they've had enough of the free loaders.

[craig partridge]

I think the best way ahead for them is to just have a polite word with the people taking the pee.

I called quite a few times the past year for help, well maybe 5 times but then i spent around 2k with them last year, so that's fair enough. The ones who spend nothing with them need talking too.

People just need to play fair.

Maybe a spend amount needs to be met per year to qualify for technical help (telephone)

[Len Gribble]

I’ve never phoned them or Prochem so they can charge what ever they like (don’t blame them) isn’t the norm phone a friend first (if you have any)

[Martin Cox]

Hi all,
We now have the support packages ready to purchase online in our shop,
Please buy them before you need them to save time on the day.
You can also call us by phone and pay for the support packages via a credit card.
http://hydramaster.co.uk/file/support.html

[jasonl]

A shill OP ever I saw one!

[craig partridge]

Don't blame them.

Price seems reasonable to me.

[garyj]

Price is very reasonable and no doubt a fantastic service from a company that is already known for its customer service. This thread just looks a little set up though, expect I'm wrong, I usually am  .

Oh and maybe I'm disgruntled as I have a TM and phone Hydramaster first if I have a problem 

[Martin Cox]

There's nothing dodgy about this post,
We mentioned the idea to a couple of customers a few weeks ago to gauge reaction to the idea, Simon just happened to post the idea on here.

[Matt Lindus]

Martin, why not set up a premium phone line for tech support, just as PC providers do. £1.50 - £2.00 per min is around the norm.

By doing this, people will pay as they go, so to speak.


Matt

[Leighbrad]

Don't do premium lines so I for one would give any business running such a wide berth and need to talk to martin or Craig  1st to find out what is involved in the new set up b4 commenting but must say without reservation martin has been a diamond geezer  when you want to know something about fixing your truck mount Craig is also but you normally get to talk to martin And we do have a machine brought from them in the last couple of years and  spend a few bob on chemicals and parts so I will give them a bell today to find out about the conditions
Leigh