I’ve been paying attention to where my time goes during the day. When it comes to support tickets and emails, about 90% of the time goes to answering questions that are already answered. Of course I don’t expect people to absorb everything from instructions. But too often people aren’t properly reading instructions, for whatever reason. Some people expect me to spoon feed them everything. It would be fine if there was only one player, but there are many.
I don’t want to give short responses like "it’s in the instructions". So I end up wasting a lot of time re-writing, elaborating, cutting and pasting parts of the instructions etc. Even if I cut and paste instructions, this takes time, when it is done multiple times.
If something is not in the instructions, or not clear, then I fix it in the instructions.
BEFORE CONTACTING ME FOR SUPPORT, PLEASE THOROUGHLY READ INSTRUCTIONS. READ THEM MULTIPLE TIMES. IF YOU GET STUCK, READ THEM AGAIN. YOU WILL LEARN AND ABSORB NEW PARTS WHEN YOU RE-READ THEM.
Understand I sincerely care about quality support. But I don’t have time to re-write instructions in emails, and spoon feed information that is already in instructions. Help me by properly re-reading, then I will have more time to do more important things like making some last additions to software players requested.