Thunderbird/Support/GetSatisfaction/BoilerPlate: Difference between revisions

Thunderbird/Support/GetSatisfaction/BoilerPlate (view source)

Revision as of 22:08, 9 June 2011

1,095 bytes added , 9 June 2011

→‎No Email or Telephone Support or Support Response Time

Rtanglao

Confirmed users

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@@ Line 119: / Line 119: @@
 == No Email or Telephone Support or Support Response Time ==
-in case somebody faxes, you, emails you or calls you for support
+in case somebody faxes, you, emails you or calls you for support:
+# create a get satisfaction topic for them with  the problem in their words copied from the email and tag it "'''via email'''" in addition to normal tags and with a subject [FROM X] where X is the person's first name or whatever name makes sense that doesn't personally identify them!
+# create a reply to the GS topic in step 1 with a solution
+# write them an email pointing to the GS topic you created
+=== gs topic for people who email ===
+subject: '''[from Kelly] How do I get Thunderbird to work with flibbybet.com mail provider'''
-'''Subject''': Please file a Thunderbird community support request at getsatisfaction.com/mozilla_messaging
+content:
+&lt;a href="https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/README#About_Get_Satisfaction">Mozilla doesn't do email support&lt;a> so in order that others can benefit and to be fair to all, I am going to post selected emails sent to us as support topics here on Get Satisfaction
+&lt;b>QUOTE from Karen's email&lt;/b>
+&lt;blockquote>
+copy and paste the description from her email
+e.g. i cannot receive or send email with flibbybet.com!!!! help!!!!
+&lt;/blockquote>
+&lt;b>END QUOTE&lt;/b>
+=== and then immediately post a reply ===
+Hi Kelly:
+Thank you for posting this problem - as Thunderbird is &lt;b>free open source software &lt;/b> we have a number of volunteers who try to help people resolve issues with the Thunderbird software product here on Get Satisfaction; i.e. most Thunderbird support is done by  &lt;b>volunteers</b> not by employees so there is  &lt;b>no response time guarantee, email, fax or telephone support</b>. We have over 5 million users and therefore many more support requests than community support contributors.
+In this particular case it's not clear what steps you followed. Please be more clear in the future.
+Here's a possible solution:
+fill in solution
+=== and then send an email with a link to the GS topic to respond to folks who email ===
+'''Subject''': pls check out possible TB solution at short url e.g. http://gsfn.us/t/2arx5 and reply there if you still have a problem  WAS:Re: How do i modify my email signature
 Hi X:
@@ Line 147: / Line 177: @@
 Please consider "giving back"/"paying forward" by helping support the Thunderbird community in any way you can including supporting other users, modifying and writing documentation,  testing beta builds, etc.
-'''Possible answers to your specific questions:'''
+'''Possible answers to your specific questions about password problems with flibbybet.com  can be found in a support topic thread I created for your problem on our Get Satisfaction forum at:'''
-Perhaps this will help:
-[fill in best guess to help out the Thunderbird user]
-OR (if no troubleshooting details given at all)
-Unfortunately there were no details given in your support request so we can't give specific problem solving links but perhaps these general links will help:
-. knowledge base
-http://support.mozillamessaging.com/en-US/kb/
-. support forums
-http://getsatisfaction.com/mozilla_messaging
-'''Still have a question? We welcome your community support request in our online community support forum:'''
+http://getsatisfaction.com/mozilla_messaging/topics/url_of_gs_topic_created_in_previous_step
-If the above doesn't help, '''in order for the community to help you and to help others with the same problem''', please create a new community
+'''Please join our get satisfaction forum and if you still have a problem after reading:'''
-support topic at:
-http://getsatisfaction.com/mozilla_messaging/topics/new
+http://getsatisfaction.com/mozilla_messaging/topics/url_of_gs_topic_created_in_previous_step
-with the info requested in our README at:
-https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/README
-in particular does Thunderbird work in TB Safe mode: http://support.mozillamessaging.com/en-US/kb/Safe+Mode ? ; firewall and anti-virus software versions if any, Thunderbird version (3.1.10?), Operating System (Windows XP?), ISP, mail service provider, incoming settings for POP or IMAP and outgoing SMTP settings (screenshots preferred)
-and please email me the link to your support request
+then please reply in Get Satisfaction instead of this email.
-and I'll do my best to get the community to help you.
 == Removing Replies that contain attacks and/or profanity ==