Getting Better Support I & II

In what is sure to become a recurring topic, here are two things to keep in mind when firing off a support request for a product or service:

I. Leave the thinly veiled condescension and aggression out of your email/post. People are naturally more helpful when they’re not being attacked. You’re also likely to receive a faster response since an intelligent person fielding support is going to take some time to cool off before replying to a hot support request.

II. Don’t exclaim (see Rule One) that a product needs more documentation when you haven’t read the existing documentation or product requirements.