Contacting Printroom Support - Useful Strategies
Knowing how Printroom organizes itself can help you get the assistance you need.
Call or create a case.
(Photoconia April 28, 2009) Contacting Printroom is usually as easy as dialing the phone or sending them an email. What happens if your call goes to voice mail? And how do you know they've received your email? This brief article gives you a peek inside Printroom Support's organization. If you know how they organize themselves, you can better get your issue resolved faster and efficiently. (Note: paid members can call on any issue, but Classic members can only call on order issues.)
The obvious thing to keep in mind is that Printroom is not AT&T. They do not have unlimited human resources to handle phone calls. If you call during a busy time for photographers, chances are everyone is on the phone helping another photographer or a photographer's customer--maybe even yours. The fact of the matter is that young companies do not hire excess staff to sit around waiting for the phone to ring. Everyone stays busy. So let's look at a strategy to get our issues resolved during a busy season.
First off, it's important to know that Printroom organizes its Support effort around "cases." Anytime you call or email Printroom on a Support issue, someone will create a case on the matter. The case will have a number. It will be assigned to the best person to resolve your issue. That person cannot close the case until your issue is resolved.
Secondly, Printroom divides their Support staff into Customer Service (works with your customers' order issues), Account Support (works with you on order and software issues), and Technical Support (works with you on more technical issues).
Printroom also has a Account Management staff, but they are not technically a part of Printroom Support but rather Printroom Sales. They are assigned to accounts that reach a certain revenue threshold and function as a business development partner. The Account Managers are useful in giving you ideas on growing your online business. They are not so useful on issues that Printroom's Support staff handle. The Account Managers have no tools to work with order or software issues, such as their Pro Studio Manager or Printroom Direct softwares. If you contact an Account Manager on a Support issue, the best he will be able to do for you is to get your issue to Printroom Support. To do this, he'll create a case and send it to Support.
Printroom also has Sales Representatives who are, obviously, also a part of Printroom Sales. The Sales Representatives are membership experts who function to introduce photographers to Printroom's services and to assist photographers signing up for a Printroom account or renewing one's existing membership.
So how does one use this information to get Support help? Easy. Contact Printroom Support on order and software issues. Printroom posts their toll-free phone number: 888-868-4157 and says to dial extension 0 for Printroom Support. What if everyone is on the phone? Don't leave a voice mail message. Don't email Printroom--rather, take advantage of how Printroom organizes itself. Create your own case!
Printroom gives you several boxes you can fill out to contact them. You can find the boxes from the menu options:
Support & Resources > Contact Support.
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Once you click on "Contact Support" from the drop-down menu, you'll see 7 small boxes with contact and description fields.
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Fill out the requested information and click "Submit." When you do that, it automatically creates a Support case at Printroom. You'll receive an automatic email letting you know your issue has been received, a case number has been assigned, and someone will get back to you. What is useful in doing this, is that your issue is now in their system and they will get to it sooner than if you left a voice mail or sent them an email. Why? Because when you email Printroom, someone has to get to your email after getting through their incoming calls and pending emails. When they reach your email, what do they do? They create a case--the same case you can create for Printroom Support now that you know how.
Printroom Support personnel will work on the weekend, not to answer phone calls, but to clear their case queue. If you have already created a case, your issue is more likely to get 7-day-a-week attention.