Month: December 2010

I’ve worked as first, second and third line tech support for IT companies, and I also run an indie games biz and handle my own support, so I’m in a reasonably informed position to dosh out some handy advice here to people who run into a tech-support brick wall. here goes:

1. If sending email, ensure there is a subject line. I’m serious. blank subject lines aren’t going to leap out from someone’s inbox. I get quite a few of these.
2. Make sure you state up-front and clearly what product or service you have a problem with. In my case, that would be *which* game. It saves a lot of guesswork on time
3. State anything unusual about your setup. I get a lot of people who only mention they are running the game on Linux (officially unsupported) under WINE after about 6 emails. That’s silly. Let the tech support guy be the judge of what is relevant to the cause, don’t assume.
4. Find out your rough system specs first, and state them in the email. Everyone will need to know what version of windows you have, and for games, what video card. Find this out *before* you email them, because they are going to ask you anyway.
5. Don’t get abusive. Especialy not in the very first email. People who are there own boss, like me, will just delete those emails. At the very  least, you go to the back of the queue.
6. Don’t write a novel. The guy scanning tech support issues is busy. Don’t include too much fluff.
7. Include any previous correspondence, quoted below or attached. In an ideal world, all tech support staff can instantly see a log of your problem and previous emails. In practice, esp for small companies, we don’t have a system like that. And even when we do, scrolling down an email to see what was said is quicker anyway. This saves us a whole bunch of time.
8. Understand the problem from the other guys POV. Every consumer computer on earth has a different combination of hardware and software and configuration. It’s not ‘stupidity’ that has resulted in a software crash. They are likely more annoyed at the software having bugs than you are so remember by default, they are on your side.
9. Use email if you can, and there isn’t a dedicated support form. Email is easily stored and searched. I get tech support requests by forum PMs, by twitter, facebook messages, blog posts and everywhere else. At least try to find the contact email address for support, as this will get the quickest response. My email is cliff@positech.co.uk. Good companies do not hide their email address.
10. Don’t assume you are being ignored. It’s a big world and tech support may be asleep while you are awake (I’m in England). They may also be investigating the bug before getting back to you. Some problems are fixed in 2 minutes, some take 3 months.  If you need to chase up a problem be polite, and remember 7.

Of course, this doesn’t always work. Some companies, which I won’t name, but they are global internet companies, ignore all communication that isn’t by phone. *Sigh*. But you certainly can’t be *worse* off for keeping this stuff in mind.