Kingston Communication Campaign for Free Tech Support

It might not come as a surprise to many of our readers that one thing that many people with broadband connections would like is free access to customer service and tech support lines ? something that many ISPs often charge extra for.

As consumers, we don?t normally think too much about how we access customer service lines and the charges we might incur until something goes wrong. It?s certainly not often at the top of consumer?s lists when looking for a new provider, even though it can seriously impact on the service if something does happen to seriously affect your line.

The last thing you want to be doing when you have a problem with your internet is spending more money sitting around on hold trying to get helped out by a customer service line halfway across the world.

Kingston Communications, a large company that runs several ISPs in the UK including Eclipse Internet is now running a campaign in an effort to get companies to offer free technical support.

It points to a study by YouGov which found that 87% of people believe that they shouldn?t have to pay out to an ISP in order to receive support from them, and over two thirds believe that companies charge for tech support as a way for making money out of them.

Director of Consumer Services at KC, Nick Thompson Said:

?We would like to assure our customers that they will never have to pay to contact our customer service lines and we are urging other companies to follow suit. We firmly believe that it is wrong for consumers to have to pay for the privilege of reporting a problem that needs to be fixed.

The survey paints a grim picture for the state of customer service in the UK – not only are businesses charging their customers to call in, they?re also making them wait far too long before being connected.?

It?s certainly a nice thought, but in practice companies don?t tend to make any money from tech support lines. Managing a support line efficiently can be a massive outgoing, especially for smaller providers. In order to provide a free support line effectively we imagine many ISPs would simply fund the endeavour by increasing their monthly charges to customers.

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