Tech Support Tip

When you have to contact your hosting tech support always try to stick to one topic. Even if there are a few different issues only address one item per support request and try to keep it short. If you do address more than one item you will only get an answer to the easiest issue you presented to them.

Todays tech support isn’t what it used to be. Years ago you actually had your request looked at by someone who was knowledgeable about the internet, computers, servers, operating systems and the like. Today it is someone with minimal knowldge who is trained to scan through your request quickly, pick up a few key words and type them into the companies answer database (knowledgebase). You could do the same thing yourself on Google. So keep it simple and short, the more words you use the more of a chance your point will get lost in the message. They are trained to give quick turn-arounds not detailed or accurate ones.

I have run into this problem several times and now always double check my request before submitting. I try to follow these 3 easy to remember rules:
1. Make it as short as possible.
2. Make it as simple as possible.
3. Only one question or problem.

If when you receive your reply and the question wasnt answered try to streamline and/or make it more direct. Still, the best thing to do is pick up the phone and call them. Some companies will put you on eternal hold but for some reason the good old phone call seems to get better results. This way you will also know pretty much right away if the tech is capable of dealing with you issue and you can request to speak to a supervisor.

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Written by Kelly Welsh on March 26th, 2007 with no comments.
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