Why is the technical support number charged at £1 per min?
The technical support number is intended as a last resort. You can raise a technical issue with
us free of charge via our support ticketing system at
http://support.crosby.co.uk.
If you have a problem, we advise you first to look at the help pages and/or log a fault with us
using the ticketing system at
http://support.crosby.co.uk
That won't cost you a thing. Only if you require urgent support or if you need to talk to
someone should you call the premium rate number.
The seemingly high charge for the support number is intended to cover the costs of providing the
online support ticketing system and reflects what we believe to be a high–quality support
service.
There is a fine line between providing an excellent support service as value for money and ripping
people off. We believe our support service represents good value for money. If you disagree, or have
any problems with our staff, please let us know.
If you do call us, there are no queuing systems and we shall not put you on hold for a long time.
Our staff do not receive commission from any calls, and the longer you are on the call, the less
time they have to deal with other people. So in order words, it's not in our interest to keep
you hanging on on the line.
We hope you won't need to contact us, as the service should be problem free.
Why does it cost 10p a min to call a landline using your service when it's much cheaper if I
dial direct?
You're right; you might be able to call the same landline for 3–4/min. The additional
charge is where we make the money required to support the service and to develop it further by
adding new features. This enables us to allow users to use the service without paying any sort
of subscription.
If we charged the same price for landline calls as you currently enjoy, then we would have to
charge you to download the recordings and charge for other features. Customer feedback suggests
that users prefer our current set up, whereby they pay a small additional amount for each call
they record.
Recording a 5 minute call will cost you 50p. That same call could save you much more in the future
by providing evidence of a deal or evidence that something was discussed or promised. See our
case studies to find out how other people have
benefited from using the service.
You will be charged no amount for recording incoming calls.
Why does it cost 50p per min to ring mobile phones and international locations?
As we incur a larger cost when we call out to a mobile or international location, we in turn have
to charge you a larger amount to record these calls.
When you call our service and type in the number you want to call, we make an outbound call to that
number. At the time of writing, calls to some mobiles in the UK can cost up to 21p per min at all
times, and calls to some international locations can cost anything up to 45p/min. We've bundled
them together and said we'll charge 50p a min to record calls to mobiles or international phone
numbers. To reduce costs, try to call a landline instead or get them to call you using an inbound
number.
Hopefully, in the future, the cost of calling mobiles will drop to a point we can include them in
the standard 0871 call recording package we offer, at 10p per minute. So watch this space.
Remember that the 50p we charge for a call includes the amount you would've paid for that call
anyway. So if you wish to record a call to an international number which would cost you 45p to call
without recording it, you will only be paying an extra 5p per minute.
I like the idea of recording your calls, and the fact there is no charge to use the site and its
features, but what is the catch? Nothing is ever free.
That's right, it's not completely free. Recording a call to a landline number is charged at
10p per minute at all times. This charge includes the cost of the call itself.
Should you need to ring our technical support number (we're actually hoping you won't, and
you can receive free technical support by logging a ticket in our online system at
http://support.crosby.co.uk,
you will be charged at £1 per minute at all times.
Everything else is free, as we don't have any intention of charging for anything in the future,
as we believe this is one of the things that make the service so popular.
This strategy is taken from our company values, which are:
- To provide a mix of value for money coupled with innovative and intuitive services.
- To empower the customer with technical solutions in response to problems.>
- To continually invest in improving and developing our services.
