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This is my letter to my Stenograph Rep regarding this subject.
I'd be shocked if SG is actually picking & choosing what question to answer of someone who has a yearly support contract. If I called tomorrow for help on any of the issues that have been mentioned like mic or RT, both of which could involve USB issues, I'm sure I'd get the help I needed, whether it's my current computer or a new computer. I have a yearly business hour support contract. So far this is just hearsay.
Good luck with that, Janiece. I doubt SG is going to make any changes. I doubt "Steve" even is involved in this decision to charge reporters this rate. Like you said, SG does not have the best reputation for helping people in any way, shape or form.
Let us know what feedback you get from Steve. I'm curious.
Thanks, Kellie, I will let you know. I have not heard anything so far.
This is what I asked a SG rep on another forum.
JANIECE: What if you load your own software onto the computer, transfer your USR over and just need assistance with a few minor issues like power settings and getting the mic settings correct? Is there a charge for that kind of thing if you are under a maintenance agreement?
STENOGRAPH REP: No, there should not be a charge for something simple like adjusting the mic settings or minor issues involving power settings. This is meant for someone that needs lengthy detailed assistance. The reason for this is to allow for speedier support times.
Okay. That makes sense, I guess.
Good, exactly what I thought. It's not at all unreasonable. Even though we pay for support, we still have to hire people to help us with things like auto-indexing and, yes, if you're a neophyte and have no clue what to do with a new computer, there's people available to help with that, too.