I know how important your time is. When we are on the phone or a chat together I want to make the most of our time. The best technical support experiences are when I am able to identify the problem right away and quickly help you get it resolved. I will always do my best for you but there are a lot of things that you can do for me that will help you get the most out of your technical support. After all, I know that your time is important to you and should be spent enjoying doing things that you love, not sitting on the phone getting frustrated. So I have put together a list of things to do before you call in and things to tell me when you call so that you can get the most out of your technical support.
• Have you done the updates? If not, do them. If you call me, that is the first thing I will suggest.
• What settings, specifically, have you tried? Write them down so you can tell me. “I’ve tried everything” is too vague. The more specific you can be, the more I can help you.
• Have you tried the Inspiration on a different computer? If you can do this it can really help narrow down what the problem is.
• Try changing the blade and see if that solves your problem.
• Try changing your USB cable and see if that fixes your problem.
• Try using a different USB port, preferable one on the back of your computer.
• Try restarting your computer.
• Try disabling your anti-virus and/or spyware software.
Things to Tell Me When You Chat:
• Tell me as specifically as you can what is going wrong. For example “Nothing cuts” is not as helpful as “my design is only cutting through on one side”. Think of it like going to the doctor, if you say “I don’t feel well” that doesn’t really help him. If you tell him “I am running a fever of 103 and have a headache” that is much more helpful.
• Tell me everything you have already tried doing.
• Tell me if you have talked to anyone in our office before and what you talked about.
• Tell me when your Inspiration was last working correctly and any outside factors that have changed since then. Did you get a new computer, did you do a huge project, did you move? Those are important things to tell me.
• Tell me what kind of computer you have and what operating system you are using (XP, Vista, Windows 7, Macintosh, etc).
• BE HONEST – I know you might be embarrassed about something that happened but if you don’t tell me everything, I can’t help you as well. Trust me, I doubt there is anything you have done that I haven’t heard before
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I hope that these tips help you get through any hiccups you might have as quickly and painlessly as possible. You might find that as you look over this list, you are able to solve your problem without even having to call. Of course, I am always here when you need me!
