Kelvin Tran

Forum vs. Email/Technical Support

3 posts in this topic

I'm a little confused on this in terms of answering questions. When would it be considered ideal to redirect a forum user to Symless' technical support compared to situations where it would be most ideal for one to be worked with through the forums? Thanks!

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8 hours ago, Kelvin Tran said:

When would it be considered ideal to redirect a forum user to Symless' technical support compared to situations where it would be most ideal for one to be worked with through the forums?

2

Our tech support policy is that when we can't help someone, we offer them a full refund. However, the response we usually get is "No way! I can't live without Synergy, I'll see if someone on the forums has a workaround." So, ideally, people posting on the forums be seeking self-support (i.e. from other users) knowing that although we can't help, they can get a refund from us if they need it.

Does that answer the question?

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Ah, I see. Yes, that answers it beautifully! Thanks!

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