How E-mail Support Differs from Telephone Support
Keep in mind that e-mail works differently than the telephone. On the telephone a support representative can ask a series of questions which you answer briefly. The support rep uses your answers to compose additional questions, and then (s)he guides you through each step of the solution to your problem. E-mail is not as interactive. You send fewer messages back and forth, and each message may contain several questions, items of information, and/or instructions. Usually, e-mail support works better for advanced users. If you are very new to computers you may have better results with telephone support. Even so, we encourage you to try obtaining support by e-mail, because e-mail communication has many advantages. You don't wait on hold, we can give you complex instructions in writing, and you can easily file copies of your correspondence for your permanent records.
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