Good Support Emails

As SpamButcher has gotten more popular, the number of support requests has gone up.

About half of them are really, really poorly written. This makes life difficult for both the person answering the email, and the person hoping to get support.

Here are a few tips.

State the problem in detail and include pertinent information such as error messages. Saying, "my 'spambuster' stopped working" isn't much to go on (yes, for whatever reason these kinds of users never seem to get the product name right). Even worse, sometimes emails come in just saying "I need help." Use reasonably proper grammar and punctuation. I've been seeing a lot of requests which look like something out of Naked Lunch. Eighty-five word sentences are not a good way to convey information.

If you're frustrated, it's OK to mention that. However, stay civil - inflammatory email will not be answered.

SpamButcher has a free trial for a reason. It does not work for everyone. There are a lot of configurations it does not support, or at least doesn't work well with. In addition, some people just don't like the way the product functions. On the other hand, a lot of people love it.

About half of the "chronic" support cases come from users who inexplicably bought the product without trying it.

A few percent of users don't even seem to understand SpamButcher is antispam filter software. They pay their money, and then send an email to support, asking when we'll start deleting their spam.

So, if you insist on buying before trying, we'll certainly take your money. In fact, we'll even give you your money back for the first 30-days if it's not to your liking. But if you ask me what I recommend, get the free trial first. It will make things easier on both of us, really.

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