I’ve definitely received a variety of support requests over the years. Brett sums up very well how to get the best results when you’re having a problem.
You’re the customer, and you deserve good support. Not following these guidelines should never prevent excellent customer service, but taking them into account when submitting a problem or request will make the experience better for both user and developer.
Here’s a summary, in case you don’t want to read all of the details:
- Be pleasant–maybe even kind–and set a level-headed tone
- Be descriptive in the subject line
- Provide as much information up front as you can
- When possible, post your request publicly so that the response can benefit other users who may have the same issue