We are often asked by why we do not offer detailed technical support by phone - so here are our reasons.
We cannot see what you can
Many of our products require detailed technical support which often requires images and screen shots of the product setup, settings, images - without these we cannot see and understand the whole picture and offer an effective prompt solution
Sometimes with the settings you have - you might think they are right but may not be - we need to see images to find this out - it only takes 1 wrong thing to stop the product working building up a complete picture of support helps us.
We do not record conversations and each time you ring you may get a different staff member who has no idea who you are or any previous history this may result in wrong advice being given.
Building up a complete picture of support over time helps understand and troubleshoot to give the best advice as we can see what has been done and tried before.
Building up a complete picture of support by email means any member of staff can read all the history and support you.
Building up a complete picture of support helps us improve the quality of the products and level of service we provide.