One of the prime sources for help when things aren't working is tech
support.  Below are some suggestions from GW Micro on using tech support
effectively.  Most of the suggestions are not specific to Window
Eyes/Vocal Eyes users and can be transferred to much of blind computing.

kelly


>From: Aaron Smith [log in to unmask]
>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.
>
>1. 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.
>
>2. 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 the steps in section 1.8 only to find out that it
>wasn't 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.
>
>3. 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.
>
>4. 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).
>
>5. 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. This is in part due to a newly implemented 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 ever have voice mail. You invested your money with us,
>and
>we, in turn will invest our time in helping you solve your problems.


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