When it comes to studio gear, especially software, then it’s not of case of ‘if it will go wrong’ it’s a case of ‘when it will go wrong.’ If you want a peaceful, stress free life, then we suggest taking up fishing, studios that rely on computer hardware and software are going to have issues from time to time.
So when that happens you need answers, you need the right ones and you need them fast. Here are our top 5 tips on how to get solutions rather than just make a noise!
- They say that prevention is better than cure. Internet shopping is based on an inherent misconception that buying at the lowest price is all that matters. It would be if things never went wrong, but they do. There are some good internet retailers, but it’s also full of box shifters. Our number one piece of advice is build a relationship with a dealer, someone who you can pick up the phone to and say ‘help!’ If you’re faithful to a great dealer in the good times, then they can help you out in the bad times. Good dealers know a good customer and when they find one of their best customers in trouble, then the move heaven and hell to fix the problems. Remember online web stores and manufacturers don’t know you like a dealer does. What’s even better is all the good dealers sell online, so you can still get all the online benefits.
- Depersonalise the situation. When something goes wrong it can be frustrating, a crash may lose you a track, or an entire album. However much you may want to punch someone or see them burn in hell, that may give your short-term anger release but it may not solve you problems. So first let off the steam offline before you even think about complaining - emotion is pointless when trying to solve a technical problem. It might make you feel better to tell them your 3 year old could write better software, but to be honest it helps little in finding you a solution.
- Get the facts about the product. Before you even think about writing the email or picking up the phone make sure you have all the facts, the more the better. What product is it? What version? What machine do you have, the more information you have the better.
- Have your unique information ready. Your name, address, email, invoice details - all of these will help to expedite a solution. You would be amazed how many emails we get at the blog with messages like ‘where’s my download?’ Then one of the team has to email back to ascertain exactly what the message is about and get the facts. Computers and the internet have fooled us into thinking that everyone is omniscient, they are not - so if you need some help, give them a head start.
- Never get personal with the person trying to solve the problem, be that a dealer or a manufacturer help desk. Never be rude, swear at or threaten the person who is trying to help you. There’s two reason - the first is that it’s not their fault, they are just doing a job. The second one is be smart about it and think, is someone you have treated you like an idiot and shown disrespect to going to be as inclined to help you?
Things go wrong, that’s life, but knowing how to complain can make all the difference between getting a solution quick or wasting hours, weeks or even months on it.