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.
Hi,
I bought a 53715 Scroll Excel 7″ tablet as an xmas present in December 2011 & the charger has ceased to function. As the product is less than 12 months old, could you please advise of whether you are able to supply a replacement? It was ordered via Amazon from Hughes Direct on 17/12/11 (order ref 203-3724348-1133919). I look forward to hearing from you as soon as possible as my Son is currently without a functioning tablet.
Andy
Andy,
We will be more than happy to provide you with a replacement power supply. Please send us an overview of your requirements and your full name and address in an email to support@storageoptions.com and we will make sure that one is shipped out to you.
Best Wishes, Martin
PLS YOU CAN TELL ME WHAT IS THE DIFFERENS BETWEEN CCTV 1TB AND CCTV 2TB .
THANKS
JOHN
Hi John,
The only difference between the 1TB and 2TB kits is the storage capability of the hard drives preinstalled on the DVR provided. A 2TB hard drive will provide twice the storage space of the 1TB version, allowing for a greater volume of recorded data to be stored locally on your DVR.
Best Wishes, Martin
hi please could you tell me how to reboot the software as its stuck thanks gary
Hi Gary,
You can find a guide on how to reset your Scroll in the new and updated FAQ section of our website (http://www.storageoptions.com/support/faq/scroll). If you need further assistance, please do not hesitate to contact our technical support team via at support@storageoptions.com or call us on 0844 248 7191 (Local rate from the UK).
Best Wishes, Martin
Have just purchased a Scroll extreme ( 01/05/2012 uk )and would like to format my sd micro card 32gig to ntfs or any other format the scroll extreme will handle which would allow me to copy files larger than 2 / 4 gig. Could you point me to the relevant information please
Hi Drew
Restrictions with the Android operating system mean that files of 4GB or more are not supported. Your request will, therefore be difficult to carry out. If you would like to discuss this further, please contact our technical support team via email at support@storageoptions.com or call us on 0844 248 7191 (Local rate from the UK).
Best Wishes, Martin
Hi I recently bought a diy home cctv kit from a local computer shop called computer decision yesterday 26/1/2013 and I have set it up and everything is working, however when I use my tv remote to turn up the volume the dvr changes to chanel 2 and when I use the remote forthright dvr unit it brings up the tv’s menu. I am hoping you could shed some light on this issue.
Hi George,
Please contact our Customer Services team via storageoptions.com/support. They will be delighted to offer you full support and look to resolve your issue.
Best Wishes, Martin
I have received a CCTV pack with 8 cameras and the wrong DVR box. An 8 channel was purchased and a 4 channel was supplied. I have been waiting now for two weeks for customers service to contact me to resolve and have heard nothing. A support query has already been logged and it seems to be going nowhere.
What can I do to escalate?
Hi Jim,
Our Customer Service team have looked into your query, but cannot find a reference under your email address. Please provide us with your unique help desk ticket number, which is generated when a query is submitted, and we will look to resolve your issue.
Best Wishes,
Martin
hello I have a Storage Options CCTV system which i purchased from Maplins, can I hook it up to my TV or do I have to use a separate monitor??
Please advise
Kind Regards
Ravi
Hi Ravi,
In most instances connection to your TV should not present a problem. Full details on this can be found in the instruction manual supplied with the product. This material is also available online at storageoptions.com/support, where you can also submit a service request if you are still having issues.
Best Wishes,
Martin
Hi Martin
Got an issue where a little robot is laying on it’s back with a cover open exposing buttons inside with a red triangle a exclamation mark on it.
I have tried holding the home key on the keyboard then the on/off button but the little robot appears.
I have tried a pin in the reset hole, quickly pressed and released but with the same problem.
Hi Keith,
Based on the description of your fault, it sounds as though you have a faulty device, which will need to be returned to us for review and replacement. To ensure the process moves as quickly and smoothly as possible, our Customer Service team have registered a request on your behalf on our system and will issue an RMA form with full instructions shortly.
For your reference, your unique helpdesk ticket number is 181291, please ensure you quote this in all future correspondence, which it is best direct directly to our support team via email.
Best Wishes,
Martin
Hi, my daughter got a tablet for christmas (2012) and it has started to turn itself off randomly. Also the charger doesn’t work anymore. Please could you advise me what to do?
Hi Emma,
There may be an issue with the charger and or device. Please contact our Customer Service team, who will talk you through the possibilities and do everything that they can to get you up and running.
Regard,
Martin
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