Help me help you

At 123host the philosophy is to give the sort of customer service we wish we received from others…because there is some really crap service on the internet.

But you need to help.

If you have a problem it can almost always be fixed and quickly if you give some good information up front.

It is not uncommon to receive a report something like “Hey Steve, My email isn’t working”.  That’s it.  That’s all the info.  As you can imagine, it isn’t much to go on.

So here is what a good support request looks like:

Hey Steve.  Up until last night my email was fine but when I woke up this morning I can receive but I can’t send.  I am seeing an error message that says “whatevers” and here’s a screenshot of it.  I have also included screen shots of all the settings pages in my email account.

You get the difference, right?

Because with the first email, instead of me replying with “here’s the fix”, I have to reply with “are there any error messages?  Can you send screen shots?” which takes time, then you have to reply which takes time.

So help me help you by giving as much information as you can up front.  It is like the supply of toilet rolls, it is better to have a way too much that just a little bit not enough

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