Tips for your call
We want you to be successful with our software. We realize that if your software doesn't appear to be working properly, or if you can't figure out how to do something, then this can be very stressful. Especially if you have deadlines with customers. All you want is HELP!
Helping you keep your business running is our goal. There is also a lot you can do to help yourself and to prepare for getting the most out of your support call. The following is a set of tips for your call with a Customer Support representative.
Before Your Call
Phone holding times vary. Please be patient with us as we service all of our customers. Once you have entered the phone queue, you will get faster service by holding instead of hanging up and redialing.
- Familiarize yourself fully with our Customer Support policies. If you had software shipped after December 2001, you will have received this information with the software.
- Register your software - email or fax your registration card or your Customer ID, Product Serial Number and your invoice to (852) 2598 2000.
- Make step-by-step notes of what you tried to do, and what happened as a result.
- Try to repeat the process - if there is an error message, make a note of it or take a screen shot.
- You may have a common or easily resolved issue. For the fastest resolution, read everything you can in help files, manuals, FAQ lists; and search our free Knowledge Base.
- Make sure you have downloaded the most recent updates and patches.
- Locate your product serial numbers (find this by clicking "Help", "About" in the software).
- Have notes ready on the following:
- Software and version number, plus the series and build number (click "Help", "About" in the software)
- Operating system of your computer (eg: Windows 2000, Windows XP)
- Operating system of your server (if applicable)
- Other software and version numbers used in conjunction with our software - (eg: Outlook 2000; or Palm m100 with Palm Desktop 4.0, accounting software, etc…)
- Computer hardware specifications (RAM, processor)
- Have your manual on hand, and make sure that you have paper and a pencil to take notes.
- If possible, try not to call during the last half hour of the day - all calls started before our phone queues close will be completed, but we do not pick up unanswered calls from the time that the queues close. Support hours are 9am to 5pm, Monday to Friday (excluding holidays)
- If your computer technical knowledge is poor, and especially if your issue relates to networked copies of our software, try and find someone with more advanced skills to make the call on your behalf.
When you reach a Customer Support Rep
- No matter how serious the issue or how long you have been on hold, please be ready to patiently describe your situation in as much detail as required. Your Customer Support Rep is there to try and fix your issue: any problem that you have is not specifically his or her fault and letting your frustration get the better of you will not help you get a solution. If you want to register a complaint of any kind, please e-mail us. Abusive callers will be put through to voice mail.
- Be specific and refer to the notes that you made or any screenshots that you took.
- Do not interrupt questions or explanations, and please do exactly what the Rep asks you to do - your call will be more efficient this way.
- Take notes that you can refer back to.
- Be prepared to create reports that you can e-mail to us so that we can investigate further if necessary.
- Your Rep may ask you to carry out a set of steps and then phone back if you are still having problems. If you are asked to do this, please comply and again take notes for future reference.