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Why didn't you answer the troubleshooting questions?

Started by arlo, July 20, 2015, 09:49:23 AM

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Why didn't you answer the questions in the Request Tech Support email?


Only about five percent of people who use the Help > Request Tech Support button in the app answer the troubleshooting questions that are there. The rest just ignore them and write their own message above or below the questions. However, these freeform messages rarely provide the info I need to help troubleshoot the problem, and I have to write back and ask them to answer the questions. These extra steps just take up more time, and I do it many times every day.

I've rewritten and tweaked these questions many times to make them simpler and easier to understand. I also added a page to my website explaining why they are important. But most people still ignore them. Why?