Tech Support Firm Expects Jump in Support Calls When Echo Show Ships This Week

Some 87 percent of Amazon Echo owners plan to upgrade to the Echo Show when it begins shipping Wednesday, said an Asurion survey released Monday. Reasons for purchase include a desire to have the latest technology (22 percent) and appeal of the 7-inch screen (15 percent). Of the 9 percent of current Echo owners who don’t plan the buy the Show, just over half said the $229 device is too expensive, and 27 percent said the basic Echo serves their needs. Some 22 percent of consumers surveyed who don’t own an Echo plan to buy the Show, with 30 percent wanting the latest technology and 18 percent drawn to the screen. Sixty-two percent of respondents who don’t own an Echo haven’t been motivated to buy any of the voice-controlled devices, Asurion said. The extended warranty and tech support company is expecting an uptick in calls from consumers after the Show is released, mirroring the 400 percent jump in support calls for Echo after the winter holidays about setup, pairing devices and troubleshooting integration across apps and accounts, it said. “Customers are excited about the screen and ability to make video and internet phone calls and our experience tells us customers will most likely experience issues with basic set up, pairing and connecting to their home Wi-Fi setup,” said Todd Chretien, Asurion senior vice president-customer solutions. Many consumers lack the basic knowledge set to integrate an Echo-like device into their lives, causing frustration and a growing “knowledge gap” between OEMs and consumers, Asurion said. The company partnered with Toluna Quick Surveys for an online survey, which was completed by 609 general population respondents and controlled for a 50/50 gender mix.