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Should You Be Paying for Tech Visits? What Every Internet User Should Know

Updated: Apr 18



In today’s digital age, having fast and reliable internet isn’t just a luxury—it’s a necessity that powers everything from remote work to daily entertainment. At Speed Net, we not only understand this need but also go the extra mile to ensure that your connection is as seamless and reliable as possible. However, when it comes to tech visits, there's often a bit of confusion and frustration regarding costs and immediacy. Let’s clear that up.


Table of Contents

  • Our Commitment to Customer Understanding

  • Why the Tech Visit Isn’t Always Free?

  • The Challenge with Outsourcing

  • How We’re Different?

  • Immediate Solutions vs. Long-Term Satisfaction

  • Mutual Respect and Understanding


Our Commitment to Customer Understanding

In our efforts to keep every customer satisfied, we offer free technical support over the phone. However, we also recognize that some situations require a more hands-on approach. If troubleshooting over the phone doesn’t get the job done, it’s a sign that a tech visit is needed. While we strive to extend our support in the most cost-effective manner, there are inherent costs when a technician visits your location.


Why the Tech Visit Isn’t Always Free?

We totally get it—nobody loves extra charges. But here’s the scoop: when we send out a technician, it’s a bit more involved than just a friendly visit. Our techs are trained, skilled, and ready to tackle any challenge with a smile. But like any good service, their time, expertise, and the resources they use (like their trusty vehicles) come with costs.


Think of it like this: if your car breaks down, the mechanic’s expertise, the parts replaced, and even the trip to your location all add up. It’s similar to tech visits. The charge covers not just the time it takes to fix the issue, but also the ongoing training our team undergoes to stay sharp, the tools they use, and, yes, even the gas to get to your doorstep.


The Challenge with Outsourcing

Typically, when companies outsource their technical support, they depend on third-party contractors' availability and resources. This can lead to several issues:



  1. Initial Misdiagnosis: A third-party technician might initially diagnose an issue incorrectly due to a lack of familiarity with specific equipment or rushed assessments. For example, they might determine that a router's adapter is faulty when the actual problem is elsewhere.

  2. Lack of Immediate Resources: Once a diagnosis is made, the required part must be ordered, often again leading to a waiting period of a week or more. During this time, the customer remains without a fully functional service.

  3. Incorrect Fix and Repeat Visits: After the part arrives and is installed, the underlying issue persists because the initial diagnosis was incorrect. This realization leads to another round of diagnosis, another parts order, and more waiting—a cycle that can repeat multiple times, each adding to the customer’s frustration and downtime.


Example Scenario:

Imagine a customer loses internet connectivity, and a technician incorrectly identifies the adapter as the problem. The replacement takes a week to arrive and install. Once installed, the issue remains because the actual fault was with the router’s firmware. This error necessitates another technician visit, another incorrect diagnosis perhaps, more waiting, and additional costs. The cycle goes on and on, with the customer stuck in a loop of ineffective solutions and growing dissatisfaction.


How We’re Different?


In-House Team Expertise: While some providers might leave you to fend for yourself or rely on third-party services (who might not know your system as well as they should), we’re proud to say our team is all ours. Our team is fully in-house, deeply knowledgeable about our technology because they're part of our family. They're not outsiders; they're an integral part of our service promise to you.


Follow-Up Support: We do more than just fix problems. Our team ensures you’re fully benefiting from our service with regular follow-up calls and check-ins, keeping your connection smooth and reliable.


Fixed and Transparent Charges: Unlike the unpredictability you might face with third-party contractors, our pricing is upfront and clear. You’ll know exactly what to expect, with no surprise fees.


No Lengthy Delays: Our service trucks are mobile tech units, equipped with all necessary parts to resolve your issues on the spot. This means less waiting for you and a faster return to your online life. Unlike with some big providers, where a missing part could mean days of waiting for a replacement, and then more waiting for a technician to be available again, we cut through all that delay.


Immediate Solutions vs. Long-Term Satisfaction

We also understand the urgency when you’re facing an issue. While we strive to be as responsive as possible, our goal is not just a quick fix but ensuring long-term reliability and satisfaction. Our team’s dedication means sometimes, they’re juggling multiple calls to keep everyone connected. We promise we’re doing our best to get to you as quickly as possible, with the care and attention you deserve.


Mutual Respect and Understanding

At the core of our service is a deep respect for our customers and an appreciation for the hard work our technicians do.

We understand that nobody likes unexpected expenses. That’s why we’re upfront about any charges and make sure you know exactly what you’re getting. Remember, in the first 90 days of service, we offer free technical visits when and where possible, to show you just how committed we are to your satisfaction and the quality of your service.


And while we’re all about solving problems and enhancing your service experience, a little mutual understanding goes a long way. It’s about more than just transactions; it’s about building a community where everyone feels valued and supported.

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