The Arrowmail Support Policy
At Arrowmail our policy is to do everything we possibly can to provide help, free of charge, to
customers experiencing problems using our services, short of hiring more
staff.
Here's NOT our Point of View on Customer Support:-
Our services operate using standards and protocols, widely-used elsewhere on the
Internet and so no specialised knowledge is required to setup an email account
in Outlook on a PC or Mac to get email working on your smartphone or tablet.
If you have a problem, and there are 1000s of
other people using our servers problem-free, what should we conclude?
All our staff use the Arrowmail servers extensively and, believe me,
they're the first to complain when something's not right.
So if they aren't whinging but you have a
problem what should we conclude?
It could, of course, be that your account is not
configured properly, but generally your problem will be due to:-
1 - |
The settings on your PC or mobile
device are not correct. |
2 - |
A problem on your PC, such as a
firewall blocking the connection to our servers. |
3 - |
Your PC or mobile device is not
connecting to the Internet properly. |
Are these things our responsibility to fix?
This IS our Point of View
Computers, mobile devices and Exchange/Outlook email are complicated and the
majority of people who want to use these services are not au fait
with the technical details of setting them up, and neither do they want to be.
People just want things to work and there's only a certain amount of
effort they'll put into getting them to work before giving up.
When someone gives up, no one wins.
They can't enjoy the advanced email features they want and
we lose a paying customer.
We believe that it's the collective responsibility of our industry to
help customers overcome technical difficulties and so, no matter what's
causing any problem you may be having that's stopping you accessing an
Arrowmail service, we'll try our best to solve it.
A Guide to how best to obtain help from us
On-Line Help
On this website you'll find plenty of information about how to
configure your PC and mobile device to work with our servers.
In our series or support pages we've prepared
detailed instructions, with plenty of screen-shots, to walk you through common tasks.
Get a Technical Friend to Help
As our services operate using Internet-wide standards, anyone with
experience of other email systems should find our systems operate in a similar
way.
Even if your friend has equal technical ability to yourself, a
second take on things usually helps.
Contact Us for Help
You can send an email to support@arrowmail.co.uk
How long it takes for us to reply will vary with our workload.
We aim
to send a proper reply within just a few hours
during UK business hours.
Talking to you on the phone can be a quicker way to resolving problems than email.
You calling us doesn't work as it's not the best use of our limited
resources so we'll decide if ringing you is likely to clear up the
problem more quickly.
It's best, therefore if you can give us the widest
range of times when we can call you.
This can be anywhere between 8.00am and midnight.
Just like every other Internet-based service we urge you to read our
on-line help as the first step when you have a problem.
If you've having
trouble setting something up, chances are we have a step-by-step guide
with lots of screen-shots and even the odd joke thrown in.
Sure, the effort spent creating the on-line support pages was
calculated to reduce the
day-to-day support effort required by us but,
if you can find what you're looking for, an illustrated step-by-step
guide that you can print out is better than taking instructions over the phone.
Setting up Outlook on a PC to connect to our Exchange server can be
surprisingly complicated. When I'm doing this I often check our on-line
guide for this to make sure I haven't missed out a step.
All our support people are UK based, they're qualified engineers with
loads of experience working with email but our financial
business model means we don't have very many of them.
At times there will inevitably be delays getting in contact with someone
who can help and so, in this section of our website, we've provided
answers to some common problems and questions we get asked about.
If you can't find your answer here then, as the majority of our email
services follow widely adopted email standards, by searching the
Internet you may find someone who has had the same problem as you and
found the answer.
This is what we do when we don't know the answer.
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