Customer Services Christmas and New Year Opening Hours

We are pleased to offer a full Customer Service experience throughout the Christmas period. With the exception of weekends and bank holidays our UK based team will be available to answer any questions and queries which you may have.

High demand is expected

We are anticipating high levels of seasonal demand for our support services. Our team will be more than happy to deal with your request and will respond to your query when you Submit a Service Request.

The high level of demand means that you may not receive an immediate response to your query, however we do expect an answer to be within the standard time period of two working days, so please be patient – we won’t let you down.

Please, only contact us once

When you register a request you will be issued with a unique help desk ticket number. Please do not submit multiple requests for the same query – all issues will be resolved in the order in which they are received and additional tickets will only delay our team from helping other customers.

We love hearing from you on Facebook, Twitter and via the Blog, but please avoid asking technical or customer service questions via social media. All technical questions will only be answered via service requests logged with our customer services team. We feel this is the best and fairest way of offering our service.

Is there already an answer to your question?

We work hard to produce the best possible support material online. This means that there may well be an answer to your question waiting for you on the Support Pages of our website.

Our extensive FAQ database will give guidance on some of the most frequent questions we receive.

Plus our plain English Guides and Manuals are also available to take you, step by step, through a whole range of topics.

In our experience, these solve the majority of support issues and will get you up and running in no time.

Website Orders

Over the Christmas period we are implementing a number of changes to our system. This will mean that, while orders will be processed and payment taken we will be unable to ship goods after 5pm on Friday 21^st December. A full service will be resumed on Wednesday 2^nd January 2013, when all outstanding orders will ship.

Storage Options FAQs

At Storage Options we have recently updated and extended the FAQ section of our website. As an extensive knowledge base this is designed to ensure that our customers have all of the support information they need at their fingertips.

This expanded section is designed to complement our dedicated, UK based technical support team who can, as ever, be contacted via email at support@storageoptions.com or via our local rate helplines on 0844 248 7191 (UK) or 094 937 4026 (Republic of Ireland).

StorageOptions FAQs

Scroll Elite Firmware Update

We would also like to share the latest firmware update for the Scroll Elite. Designed to improve the Wi-Fi capability of the device, the update also implements some other minor tweaks to the software. This can be downloaded from the firmware section of our website, where a full step by step installation guide can also be found.

Scroll Firmware Updates

Scroll Help and Product Support

We have also extended our general Scroll support pages. Whether it is the latest plain English product manual, clear step by step troubleshooting guide or tablet firmware updates this section of our website will mean that full details are only a click or two away.

Scroll Help and Product Support

Just a quick post to help any customers who need technical support for their Storage Options’ product over the long bank holiday weekend. (Astute, regular readers will note that I have largely lifted this article from a similar one I wrote before Christmas!)

Bank Holiday Opening Hours
Here are the dates and times that our support team will be available to respond to queries:

Friday 1st June           9am – 5.30pm
Saturday 2nd June     Closed
Sunday 3rd June        Closed
Monday 4th June        Closed
Tuesday 5th June       Closed
Wednesday 6th June  9am – 5.30pm

High Demand is Likely, How to Make the Process Easy
With four consecutive days off work, this is likely to mean that we will have a large number of queries to deal with when we return on Wednesday. In order to offer as fair and efficient service as possible, we would be grateful if customers would please read the following; it might well save you some time and get you up and running faster than you thought!

1. Please review the support pages of this website
Chances are you will be able to solve the problem yourself, particularly if you review our hot topic and FAQ section. For example, if you’re having problems connecting your Scroll to your wireless network, we have produced an exhaustive guide on this very subject. Take a few minutes to read this as it will probably save you time in the long run.

2. Try again
The biggest single query we deal with is caused by incorrectly entering the password for the wireless network. Check that you’ve got the right one, it hasn’t been changed (by the kids?) and try again. You never know…

3. We want to help, but have to help everyone
If you need some help then rest assured we will deal with your query as quickly as we can. You can call, email or fill out an online form, but be aware they are all dealt with by the same team and are dealt with on a first come, first served basis.

4. Don’t be afraid of voice mail
At busy times it’s likely that we won’t be able to answer the phone as we’ll already be dealing with other queries. Please leave a message as we will get back to you! We promise! Even if it takes longer than a working day (as it would ordinarily) we won’t forget about you. All messages will be answered.

5. Contact us, once
Please help us manage requests as efficiently as possible by only emailing, leaving a voice mail or completing the support request form once for each issue. This will speed up our overall response times and result in better service for all.

6. Be clear and concise
If you’re leaving a voice mail make sure you leave a phone number where we can contact you. If sending an email, please include as much detail as possible (the product name, a clear description of the problem and what you have tried etc.) and ideally include a phone number so we can call you back to resolve the issue. Make sure you’ve spelt your email address correctly too – there’s nothing worse than having our reply bounce back because of a typo you’ve made.

7. Don’t be social. For Now…
We love Twitter, Facebook and Youtube as much as you do, but it’s best to avoid using these channels to raise support queries as it is very difficult for us manage them all. Any support queries made through these channels will be pointed to our support website. This also helps us manage the queries in the correct order and ensures fairness for all. Same goes for comments on this blog; for a faster response go to the support section of the website instead.

8. Don’t panic!
We won’t let you down. Even if you are very unfortunate and have a faulty product we will get you a replacement as soon as possible.

And Finally, The Number 1 Support Query – Incorrect Wifi Password
As mentioned above, the query we receive more than any other is to do with connecting a Scroll device to a wireless network. The most common problem causing this is an incorrect wireless password. Please check you have the right password (are you sure someone hasn’t changed it?) and you are entering it correctly!

Thanks for your help; we really hope we can deliver a great service over what will be a very busy period.