Save Time, Money, and Frustration
Often we get calls from several people in the same business reporting the same problem in different ways. This leads to needless additional return calls from our technicians to all of the people who called in. This causes confusion and delays in getting the issue resolved. For these reasons, we ask that you do the following before you call us for support:
Have one designated person to make calls for support and perhaps one backup person in case the designated person is not available when the issue occurs.
Collect in advance of the call as much information about the issue as is possible, such as: What were you doing when the problem occurred? Is the problem happening in just one location or in several? When did the problem first occur? Have you had a power outage recently? Have you moved equipment recently? Have you made changes to your system recently? Information like this will help us to isolate the problem and get it resolved faster.
Be sure to leave us a phone number (or numbers) in case a return call is necessary. This is especially important if you leave a voice mail message. You’d be surprised at how many people forget to leave a return number! Also, please remember that people use office numbers, cell phone numbers, and personal residence numbers to report an issue. Don’t assume the technician has the right number to reach you. Let us know where you are!
Our goal is to get you up and running in the quickest, most efficient manner possible. If you use the above guidelines, this will streamline the process!