August
1997
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   Communicating with Customer Care

Usually we dedicate this column to learning how to communicate on-line. This month we'd like to discuss communication about getting on-line with the WebTV Internet terminal.

Having a question or problem about new technology can either be a frustrating experience or can lead to a new understanding of how it works. WebTV Networks' Technical Support and Customer Care groups hope to turn all questions and reported problems into an efficient problem-solving experience. Troubleshooting a problem over the phone or by e-mail, however, obviously presents a challenge since we cannot see your WebTV Internet terminal or tell what happens on the screen. Effective communication from both the customer and the technician is vital.

When you call 1-800-GOWEBTV or e-mail WeCare@webtv.net, you will be contacting people who have used the WebTV Internet terminal and know how to use its many features, and who have troubleshot problems themselves while using the WebTV Internet terminal. But to help you effectively we need to know the specifics of what you are experiencing.

Keep in mind that the Internet is not only a world-wide network of computers, but involves your telephone line, your television set, the WebTV Internet terminal, the access number it dials, and the server you are connected to retrieve your personal account! This means we need as much information from you as possible. If you simply say, "It doesn't work!" it's hard to know where to start. What do you see on your screen? When? What were you trying to do when the problem happened? We will need to find out whether your are having problems connecting to the WebTV Network (stuck on the highway), using the WebTV Network itself (Favorites, Explore), surfing the Web, or sending e-mail.

You can call WebTV Networks Customer Care with any problem, but unless it is a problem with WebTV Networks' servers, we won't be able to fix it directly. On the other hand, we will be able to troubleshoot the source of the problem, and will be happy to point you to the people who can fix it. If the problem is with a publisher of the web site, you will have to contact them. Alternately, if the problem is with the WebTV Internet terminal itself, you will have to contact the manufacturer.

Many times, however, it is simply a matter of learning to use your WebTV Internet terminal to suit your needs. Maybe you need to change your dialing options because you have a pulse phone line. Maybe you didn't know how to go directly to a web page or how to send mail. We are very happy to take calls like this!

Some of the things that can help is understanding all the terms used, so we've included a glossary at the end of this page. We'd like you know what we mean when we say, "Have you turned on audible dialing? I need to know if you've heard the modem connect to the POP or if you get an error message."

Some ways to help us when you call are to:

· Have your logon name (your e-mail name) available, so that we can quickly look up your account.

· Let us know if you've contacted us before about a particular issue, let us know. We can then more quickly associate the new information with the information from earlier calls.

· If you remember the name of the person you spoke with before, that also helps us work on an ongoing issue.

· Let us know what error messages, if any, come on the screen. Letting us know exactly what the message said can bring us to a solution quicker.

· Let us know if the problem happened while trying to connect (on the highway) or on the Web (you've reached your home page).

· If you are having trouble with a particular site, then the URL (web page address) is very helpful. There are thousands of web sites out there, and many of them have similar names, so the surest way to let us know which one you'd like us to look at is to send us the exact URL.

· Let us know the order in which things happened. Did the box turn off when you choose an item? Did you receive an error message while waiting for search results? If so, what did it say?

When sending e-mail, remember your basic punctuation and capitalization. It's easier to type without doing this, but it can sure be confusing on the receiving end! For example:

my terminal makes an unusual sound when i go to call waiting i sometimes get a message page can't be reached when i go to my mailbox i don't know whats happening

which could be interpreted as:

My terminal makes an unusual sound. When I go to call waiting, I sometimes get a message. Page can't be reached when I go to my mailbox. I don't know what's happening.

or as:

My terminal makes an unusual sound when I go to call waiting. I sometimes get a message, 'Page can't be reached.' When I go to my mailbox, I don't know what's happening.

See what we mean? ;-)

Here's some of the terms and phrases you may hear if you call with problem:

Audible Dialing: When you set audible dialing (under Dialing Options) instead of hearing music on the highway, you will hear a dial tone, dialing, and the modems. If you hear dialing, and no modems, this points to a problem either with our POPs, or your Dialing Options setup.
Connection: "Connection" refers to the connection of your WebTV Internet terminal to WebTV Networks. We refer to the WebTV Internet terminal's connection to your television as "hook-up and installation."
Connection Problem: If you see the highway, but never get past it, you have a connection problem. If you say "I can't connect" we will assume this is what you mean. If there is a particular web page you can't connect to, this is a bit different. You would want to say , "I can't reach a site." If you can't see anything on your screen at all, you have a hook-up problem.
Dialing Options: You can get to Dialing Options by choosing Setup from your homepage, and then choosing Dialing. Also, many error messages end with two options: Dialing Options, or Try Again. By choosing Dialing Options, you can make sure that you have the appropriate setup. For instance, some people need to dial a 9 for an outside line. This is where you would make this change. Others prefer to set audible dialing so they can hear the modem noises. This is also where you enter a prefix to block call waiting.
Disconnection: The loss of your connection to WebTV Networks. This results in an error message. If you TV screen goes blank, you have lost power (and your connection along with it!). If you box loses power radomly, you want to check your hook-up, or call the manufactorer.
Error Message: An error message appears in the middle of your screen and lets you know what the problem may be. Many of them end with "Try Again or Dialing Options ." Some of them end with "Call customer service" But each one points to a different problem, so you need to know exactly what the message said. Examples: "That publisher kept you waiting and waiting," or "WebTV could not be contacted at this time. Please try again."
Hardware: The WebTV Internet terminal itself. If you have problems with the hardware, you will need to contact the manufacturer (Sony or Philips) for troubleshooting and solutions.
Logon: Your e-mail address before the "@" symbol. This is the part of your email address that is unique to your account and that we use to keep track of your calls.
M-Code: Message Code. This is a great way to remember exactly what your error message was. When the error message is on the screen press the Options button your remote control, or keyboard. On the bottom left of the error message you will see the message code. It will read "M-##." Let us know the numbers, and we will know exactly what the message said.
POP: Point of Presence. This is the technical term for your access number.
URL: Uniform resource locator. This is the technical term for a web page address. You can find the URL if you hit the "Info" key while you are on the page. (If you use the remote control, hit they Options button and then choose "Info.") The URL will be the string of letters and symbols that shows up on the display panel. (Note: With URLs, capital and lowercase letters make a difference!) If you send the web page to WeCare@webtv.net, the URL will be sent to us with it. To send a page hit your "Send" button, or Options and then choose "send."

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