A word from a Support Technician at Puget SystemsWritten on May 10, 2016 by Samyntha Hubbard
Hi. My name is Samyntha (still pronounced Samantha, just spelled uniquely) and I am a Support Technician here at Puget Systems. Maybe you have talked to me before or maybe you have not. I am somewhat new around here, as I just started with Puget Systems in August of 2015. So if you haven’t met me yet, perhaps you will sometime here in the near future and let me say, I already look forward to working with you (trust me in the fact that I can speak to this of my colleagues as well).
Although our hope is that you will never have to call in to Support for assistance (we hope our machines operate at optimal performance out of the box and for many years without any hiccups) we realize that from time-to-time, you will need to reach out to us. Whether it is for assistance setting up or troubleshooting an issue with a newly purchased system or working to resolve issues with a system that has seen its share of years, we are more than happy to hear from you. I say that with the utmost sincerity - which I realize, may be a hard pill for some of you to swallow. I realize this because, like you, I have had my fair share of really terrible customer service / technical assistance based experiences. An urgent call that was NEVER returned. An email back-and-forth that could have been turned into a full-length motion picture movie. The conversation with a Technical Support Representative that all-of-the-sudden was asking for hundreds of dollars to resolve a simple issue. The tug-of-war that happens when you push back on certain companies about an issue and they require you to jump through a myriad of hoops in an attempt to avoid taking responsibility for a problem. That is not what we are about here at Puget Systems. That is not what we are about at all.
At the core of our existence, we honestly strive to make your experience with our systems a great one and we don’t take that lightly. This process of creating a great experience extends well beyond our Support department and is the central focus of all aspect of the company. You may have witnessed it during the system configuration stage when one of our Consultants helped you configure a system that best suited your needs (even if the original configuration you had in mind would have earned us hundreds of dollars of extra revenue). You probably saw it again when your system was in the production stage and you diligently watched as the Builder gave you a detailed play-by-play of the construction process (even offering full transparency when something didn’t go as expected). Once again, I am sure you were reminded of this when you eagerly unboxed your much anticipated system and witnessed how thoughtfully packaged it was - that was our Shippers, contributing their expertise to ensure a great experience for you.
All of that being said, we also know that sometime, after unboxing the system, things might not go as anticipated. Maybe something is not working as you expected right out of the box or maybe something goes awry later down the road - maybe many days down the road. That is where Support comes in and I promise you, the experience is at the forefront of our minds as well.
We want you to love your system. We want it to work as it should and fit all of your needs; but if it isn’t, we expect you will reach out to us. We can be reached Monday - Friday from 9:00 AM - 6:00 PM Pacific time via phone at 888-784-3872. You can also email us at Support@pugetsystems.com or fill out a support request online at any time and we will respond on our next open business day! We are here, we are ready and we are honestly ALWAYS happy to help! So don’t hesitate to contact us, okay?