If you're new here, you may want to subscribe to my RSS feed.

Ok, so you were hesitant to use the Internet to make a purchase in the first place because you just didn’t trust it and you had no idea what type of help desk troubleshooting procedures existed.

And now you finally decided to go ahead and just do it!

But unfortunately, something goes wrong and you’re unable to access what you just paid for with your credit card.

What now?

Well, reputable online merchant sites understand many of the people making Internet purchases are doing so for the first time, and they understand these people will require assistance.

In anticipation of these issues, merchants have been proactive in establishing help desk support portals on their sites. The Internet support solutions customers are seeking to resolve their issues are commonly found in FAQs, or frequently asked questions, usually as a separate web page or system altogether.

And if the customer is unable to resolve the issue using the FAQs provided,  consumers can often search for a “Contact Us” or “Customer Support” link. This link is available to provide the dissatisfied customer with at least one way to directly contact the merchant for assistance. This is usually provided in addition to the FAQ support as online computer help.

By reading and following the procedural instructions, most customers can help themselves speed up the resolution process through their own actions.

Yes, it’s always upsetting when something goes wrong, but customer support systems or representatives cannot possibly read the mind of the consumer, and they cannot research a consumer’s issue or purchase history without the consumer first providing the correct information to the computer help desk.

For your own sanity, when contacting a merchant for customer service, provide as much information as possible about your what the problem is and how you’d like the problem resolved.  It’s the usual who, what, where, when and how that will get your issue addressed promptly, and fixed as quickly as possible.  Failure to provide the information to help desk support only delays the process.

What NOT To Do

I have a Support Desk that is staffed with a regular support person who takes care of help desk troubleshooting procedures for me.  This week Terry opened a new ticket that was submitted by Darrick.  Instead of providing the purchase information requested in the ticket template, the only information Darrick provided was “ebook!”  Terry knows people want their tickets resolved as quickly as possible, so she took the time to research the current purchases to see if she could find one for Darrick.

After finding Darrick’s purchase, she decided to reissue the download link for his purchase, since this is the most common problem people have.  Here’s the response she provided:

Hello Darrick!

Terry
Support Desk

Well, it turns out that Darrick actually wanted a refund, although he failed to
put that in the ticket.  Now here’s the interesting thing, the product Darrick
purchased is through one of my clients who uses my Support Desk services for his websites.  My client had spent over an hour on the phone with Darrick, patiently answering his questions and concerns after reading the eBook.  He told my client he was very interested in starting the business outlined in the eBook.  He never mentioned anything about wanting a refund!

Within a few minutes of receiving the ticket response from Terry, Darrick replied to the ticket with this…

Terry, FYI…….I was experiencing trouble figuering out how to apply for a
refund, and after I explained this to you, I find it funny how you quietly
disappeared. Here’s the deal. I’ve documented my correspondence with this
company, and filed a dispute with my credit card. We can draw this out for
months waiting to see how the dispute resolution dept sides, or you can
credit my account today. It’s your choice!

Here’s My Advice

The Support Desk (or Help Desk) provided by a merchant has been established and staffed to help you get a problem resolved.  The people who process the tickets have been trained in customer support procedures and their only concern is to h-e-l-p you.  Therefore it is not in your best interest to insult or threaten them in any way.  Their only recourse is to stop working on your problem and report the issue to management.

Do this – not what Darrick did…

- Follow instructions

- Provide required information and more if necessary

- Review the site for days of service and the time to resolve issues. You’re not going to get a response in minutes…remember, there are other tickets that
have been submitted ahead of you.

- Log back into a Support Desk (or Help Desk) to update your ticket when necessary.  Not every Support/Help Desk accepts a reply via eMail.  Read all the information inside your ticket to determine how to update your ticket information.