GW Micro customer support is available Monday - Friday, 8:30am to 5pm EST through several methods:
- Phone: 260-489-3671
- Fax: 260-489-2608
- Support E-Mail: firstname.lastname@example.org
- Webmaster E-Mail: email@example.com
- Sales E-Mail: firstname.lastname@example.org
How to get the most out of your phone call to GW Micro
These suggestions can help all of us in solving problems in a timely manner. The following are not criticisms, but rather, friendly advice. We also are open to suggestions on how to serve you better.
When reporting a problem try to have as much information as possible. Operating system, application names, version numbers, hardware specs, type of sound card/synthesizer, etc. all go a long way in helping us to solve your problems.
Humor us a bit; it's been a long day. Try our suggestions out even if you know for a fact that you just did the steps before you called. You would be amazed at the number of users who call us, swearing up and down that they have done specific steps outlined in the Window-Eyes Manual only to find out that they were not done in the first place, or was done and then changed, or mysteriously changed (which can happen from time to time). Even though you may know that you did those steps, we don't unless we can do them with you.
Be at the computer when you call. Having the computer up and running when you call us makes troubleshooting easier for both you and us. When you're able to actually try the steps while we are guiding, then there's less frustration, and a better chance that the problem will get solved. We understand that this is not always possible, but it would be most helpful to all involved.
Remember what we talked about. When you send us e-mail, be sure to include previous conversations that we may have had. We go through hundreds of e-mail messages each day, so it is difficult to remember each one. The easiest way to do this is to reply to our messages. That will automatically include our previous e-mail conversation (assuming that your e-mail client is set up this way).
We may not always have an answer. As wonderful as we think we are, there are times when we just don't have an answer. It could be because we may not have seen the particular problem that you may be having. Your cooperation in going through steps on the phone with us and giving us as much information as possible goes a long way in helping us track down and hopefully solve the problems you may have. Our goal as technical support staff at GW Micro is to provide you with the best support possible.
Rest assured that when a problem is reported to us we are keeping record of it. We have a system designed to track problems and solutions. So when we don't have an answer, we'll mark it down. And if we find an answer, we'll let you know.
Finally, remember that the most important benefit you get from our support is that you will always get to talk to a live person. We do not have and have no plans to implement a voice mail system. You invested your money with us, and we, in turn will invest our time in helping you solve your problems.