Currently we have 6 Full-Time Support Personnel on staff; we also occasionally sub-contract a few specialists in other States for various reasons. We each have our own specialized knowledge in certain aspects of our computer business. One technician may be better suited for your support issue than another, so please do not think you are getting the "run around" if one Technician transfers your issue to another Technician. It is always our goal to address your support issue with the most effective and efficient means possible.
We understand that when your computer or software isn't working properly, it could cause you much frustration and even downtime in your business. We always suggest that if your business depends on your computer, you should have a backup computer available at all times. This is primarily because this isn't a perfect world you will eventually have a computer support issue if you haven't had one already. It is a fact of life in the computer age we live in.
We are very good at what we do, however sometimes support issues do take some time. That is not a "cop-out" but it is the truth. We will do our best to support you over the phone. If a problem cannot be resolved by phone, there are sometimes a few options we can try. If a hardware problem is apparent, usually your computer would need to be sent to us for a physical repair. We are very quick about our repairs. Most repairs are sent back out within 1 to 3 days of our receiving it at our facility. The most difficult repair which is usually a motherboard or replacement, can take up to 2 weeks depending on the computer model. This is another reason to have a backup computer for your business computers are electronic and sometimes electronic parts do fail. We boast a high quality computer and a low rate of hardware repairs. Our average rate of repairs on new computers for 2006 and 2007 has both been below 1%. That is an excellent rate for any Computer System Builder.
Most computer problems that people experience are software related, contrary to popular belief this is not the fault of the computer, rather it is the fault of one or more other things. Software itself can be problematic especially if the software is very complex. Then if you add in other factors such as conflicts between two programs, user error, lack of proper software maintenance and others software usually ends up being the problem in over 90% of the support issues. And most people blame it on the computer. That is one of the reasons no computer company will actually warranty a computer based on software problems only hardware problems are warranted.
We really do value your business and we want your computer experience to be a good one. We will do our best to help you whatever the circumstance. Even though we do not warranty software, we will try our best to help you resolve any and all software issues. We would like to mention though, that there are a few software issues that can only be fixed properly by reinstalling ALL the software. We will not do this by telephone. There are some popular software packages on the market today that seem harmless, however can cause severe frustration if you install it. We cannot publish specifics on this for legal reasons, which is why we recommend you just call us before installing any software on your Quantum Computer. If the particular software you are installing has known issues we may be able to forewarn you and save you a lot of frustration.
For all support issues please call (989) 777-5700 - If you receive our automated attendant, you have either called outside our Normal Business Hours or all of our lines are busy. Just hit "203" to go to the Support extension do not wait for a prompt. If you get our voicemail, your call will be returned in the order it was received. Keep in mind that some support calls can take a very long time to resolve and it may take us a while to respond if all of our technicians are busy... but we will definitely return your call.
If your support issue is outside of our Normal Business Hours (9:00am to 5:30pm EST) and is in need of an immediate response, in other words...an Emergency, we do have after hours Emergency Support. Please keep in mind that this service is not intended for questions that are answered in your owners manual...which is either in an electronic file on your "Desktop", or on your Drivers disc or in a booklet in your carrying bag (not all computers get a book, but all computers get a driver disc with the manual in electronic form). Please do not call the Emergency numbers with basic computer questions, these call will gladly be taken durning normal business hours. We are available for 14 hours daily, but if your call does not meet emergency criteria, you will be directed to call our Support line during normal business hours. Here are the Emergency numbers:
- (989) 777-5700 x 3203 - Primary Technician - The Primary Technician will not return calls/messages after 11:00 pm (Eastern Standard Time) and not at all on Sundays.
If no answer, leave a detailed message. If you do not receive a return call within an hour, then try the secondary number below Please wait one hour before calling the second number. Please give us a chance to respond, we might be busy with another client or we might be busy with our Families.
- (989) 295-1598 - Secondary Technician - The Secondary Technician will not return calls/messages after 11:00pm (Eastern Standard Time) and not at all on Sundays.
We have received many calls as late as 2:30 am...Please be reasonable, do not call past 11pm Eastern time!
If your call was at or near 11pm and the technicians were already on a long call, you may not get a call until the next day. Please keep in mind that we work up to 14 hour days and do not have a night crew.
If you leave messages outside of these times listed above, or if we cannot respond for any reason, your call will be returned on the next business day.
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