How to get the best, fastest support

. . and avoid craziness.

By on April 19, 2012 11:37:46 AM from Stardock Forums Stardock Forums External Link

ZubaZ

Join Date 11/2001
+817

Support loves a good mystery.  We love good stories too.  Mostly though, we like them on our off time . . not when we are at work.  So here's what can be done to reduce both when you are reporting a problem.

The key thing to remember is that we need information on what's going on to be able to help you. To better assist us assist you, always include the following information when you write into support:

The name of the product that is giving you trouble (and the method you used to install it; standalone installer or Impulse)

  • Whether the product is a standalone purchase, part of a subscription or a trial version.
  • A concise description of your problem, including any error messages you receive.  Screenshots are AWESOME!
  • When the problem occurs, preferably with instructions on how to reproduce it (if possible), as well as how often it happens.
  • What steps (if any) you have already taken to rectify the issues.
  • Any e-mail addresses you may have accounts under
  • What version of Windows you are using (XP/Vista/7,8, 32/64-bit).
  • What else have you changed/installed/updated recently

Things we don't need:

  • Trying to figure out who you are or what products you need help with or what the problem is.
  • Your credentials - We're glad you are a system admin or what-not but it probably won't help.
  • Anger, vulgarities.  We know you may be frustrated and we'll try to make it better quickly.

Ways you can thank us:

  • Beer.
  • Not doing whatever it was that broke whatever it was again.
  • Saying thank you.

 

No one wants to contact support.  It means something went wrong.  With a little planning though the frustration can be minimized with clear, succinct reporting and timely responses.

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April 19, 2012 11:49:59 AM from WinCustomize Forums WinCustomize Forums

Pinned.

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April 19, 2012 11:59:06 AM from WinCustomize Forums WinCustomize Forums

Great post! Very informative, well written, grammatically correct. Spell checked. Just the right combination of wit and humor, mixed with a touch of authority. A very good read!

 

On a more serious note, I'm sure I speak for most of the WC crowd when I say that I think we have the best support system available and I appreciate everything you guys do to make our experience more enjoyable.

 

Thanks, Zubaz, for your efforts, and the efforts of your team mates!           

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April 19, 2012 1:05:28 PM from WinCustomize Forums WinCustomize Forums

The worst thing you can say is "It doesn't work."  That's pretty much a given if you're contacting us, and it doesn't give us anything to work with.

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April 19, 2012 6:56:45 PM from WinCustomize Forums WinCustomize Forums

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April 19, 2012 7:09:33 PM from WinCustomize Forums WinCustomize Forums

Hilarious!  

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August 9, 2012 10:53:10 PM from Stardock Forums Stardock Forums

Useful, thank you!!

 

 

 

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December 28, 2012 3:14:40 AM from WinCustomize Forums WinCustomize Forums

Np spamming support please. OT!

Thanks for the guide Zubaz. Very concise and to the point.

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November 12, 2013 9:44:01 AM from Stardock Forums Stardock Forums

Ha! Written in true Zubaz fashion. These guidelines still hold true, folks!  

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