> When I spoke to the tech support staff, they insisted the
> biggest customer complaints and most common tech calls were
> "user error." So, I started making a list of "frequently
> committed user mistakes"--I just didn't call it that on the
> website. ;)
I've found that once the tech support people notice that putting
something in the manual decreases the number of calls they get about it,
the big problem is beating them off!
Whenever I start a new job, I always make time to talk to the product
support people and I say, "Anything you guys are troubleshooting over
the phone more than a couple of times, forward me a description of the
problem and a little procedure for fixing it so I can put it in the
manual." They always think it's great.
Anne
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