Did mHelpDesk's prices go up???

[Tech in SC]

I haven't read all 10 pages of posts but I'll say this to MHD/Vincent... if someone hasn't already.

From what I can gather reading through this thread, the main basis for the price increase was the support a new user will, on average, get from a very minimal amount of money they are investing in the product/service. It is just not cost effective to offer it at $19/mo and give support at $100/hr. I get it... I have had to turn away clients in the past... sometimes they just aren't profitable.

Consider this... offer a $19/mo (or even $39/mo... whatever makes sense) package with just enough features to make it of value to the one-man shops and offer ZERO support with that. Other vendors do this and the users who are using the product for free or almost nothing have to get answers from the forums or the online community at large. In this way, you still get cashflow, very small clients still get the value of using your product and your team/company invests ZERO time into these clients.

Just a suggestion... I'm a paying customer of MHD and thank God I got in before the change. I appreciate that MHD is grandfathering. I love the software and would hate to have to start the process of looking for another solution again.

 

[Knightsman]

He didn't forget where he came from. He wants to grow his company. You can't do that without change. If that means cutting off a certain segment that isn't profitable, then so be it. I started out charging $25/hour. I have definitely lost a good deal of those original customers, and I absolutely do not regret it.

He has already promised the same rates to current customers. What more do you want? Are you implying he should maintain the same business model forever and ignore growth potential just to suit the small guys? That's not realistic. If you're a current customer, then you're not affected. If you're constantly turning your subscription off and on, then you'll be subject to the consequences of that decision.

And as for "just find an investor": investors want to see a return. If you can't show growth potential, then nobody will invest. Not to mention, with each investor, you lose a little piece of your company.

How much inflation is $20 changed to $150?

Lets evaluate here, he said his low end customers cost $200, if I'm paying $20, that's $240. $40 profit.... that's growth potential.

It also affects me, not sure why i have to post this again. If i want more users, i have to jump from $20 to $150 month, not the projected $20 to $40.

Its funny, i overheard a business owner today talking about this very subject. About how he still charges low rates for his customer market that got him to where he is. He runs a successful tow truck company. They absolutely are forgetting about their roots by cutting them off completely.

I've said my peace. Done posting about it.

 

[TapIT]

It also affects me, not sure why i have to post this again. If i want more users, i have to jump from $20 to $150 month, not the projected $20 to $40.

If you are grandfathered in, you can add additional users at the original prices. You just need to submit a ticket to do so instead of using the site.

Your complaints have already been addressed and Vincent has gone above and beyond to ensure everyone is taken care of. I would suggest contacting mhelpdesk directly to answer your questions further, further negativity in this thread seems unfounded to me.

 

[joydivision]

Not read all of this but I use PCRT. It is good but its a bit of a faff when doing onsite jobs. I mostly use it for generating receipts/invoices and repair logs and storing it all electronically. I do my accounts on a manual spreadsheet.

I have considered creating an android app so I can book things in with my phone much easier but I think I will continue using PCRT.

 

[Bigshinybutton]

If I got free rent, access to top developer talent and feeds to all the VC's, I don't think the first thing I would do is raise my rates, even if that's what people were telling me to do.

http://inthecapital.streetwise.co/2013/02/27/mhelpdesk-selected-to-join-aols-fishbowl-labs/

Whether or not you like them, I think Zendesk had the right approach. Charge the little guys $20/YEAR for 3 users with forum support only (which they donated to charity) and hope that they grow with you and signup for the higher tiers.

Don't alienate your customers.

 

[carrcomp]

How much inflation is $20 changed to $150?

Lets evaluate here, he said his low end customers cost $200, if I'm paying $20, that's $240. $40 profit.... that's growth potential.

It also affects me, not sure why i have to post this again. If i want more users, i have to jump from $20 to $150 month, not the projected $20 to $40.

Its funny, i overheard a business owner today talking about this very subject. About how he still charges low rates for his customer market that got him to where he is. He runs a successful tow truck company. They absolutely are forgetting about their roots by cutting them off completely.

I've said my peace. Done posting about it.

Sure, right up until that 40$ gets eaten up with 1 extra support ticket during that year.

Unless you can say that you know people won't need to contact support before the end of the year.

 

[mhelpdesk]

Thanks for the feedback. We've done our best to remedy things. Here is an updated thread:

http://www.technibble.com/forums/showthread.php?t=46373

 

[Martyn]

Thanks Vincent, I will lock this one