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.