Posted by David Verstraeten, November, 13th, 2009
Let me begin by introducing myself, my name is David Verstraeten, I am a support technician at the Panda Security Benelux offices and I have been giving support for both the Retail as well as the Corporate products.
One thing every technician enjoys is solving technical problems, no matter how hard finding the solution was!
To help us find a solution for your problem, you can also help us, and thus help yourself.
Here are a few tips:
If you are ever in need of help, access the TechSupport website, if you still need further help, let our TechSupport Forum expert technicians guide you.
In any case, have at hand the following preliminary information as it will speed up the resolution of your issue:
- Your client details, whether it is your client number, user name or activation code.
With this information technicians can effectively track your problem and make sure your request for help is logged into our system. If your contact details are different from those you registered with us, that will save you some minutes to look these up while you are on the phone with us.
- Operating System, product and product version for issues regarding the updates and activation of the program. Very often we see that people are using older versions of the product, and certain issues are already solved in later versions, so it is important to make sure you have the latest version of the software involved.
In the case of incompatibilities with third-party software, please indicate the name of the product and its version.
- And most importantly, a clear description of the problem.
If you find it hard to describe what is going wrong, take a screenshot of what is occurring and send it to us. The more detailed information you can give us, the better we can analyze your problem and supply you with a solution or workaround.
Of course not all these things will be applicable to all situations, or it might not be clear to you what is.
If that’s the case, just provide whatever information you think is necessary and we’ll do our very best to help.
NOTE: Please use the forum, not the blog to address your technical queries 🙂