Customer Support Annoucement
Hey everyone, just a quick post to help inform everyone of our customer support process to make getting help much faster and more effective. First and foremost, we did some massive updating to our phone system over the weekend and somehow it wiped out all our new voicemails. So if you’ve left a voicemail in the past week or so, please submit a new support ticket with regards to your issue.
As we grow larger and approach the 500 customer mark we MUST set up an effective system for handling customer support requests in a timely manner. With that in mind we have made a lot of changes to our customer support system. We kindly ask that all customers direct their support requests by logging into your Fusion Portal account and opening a new support ticket and making your replys there. If you can not reach anyone on the phone, you can also visit us on our website for live web chat as we have several people in the field logged into that system and will allow us to help y’all much faster. If your interested in getting some self help we’ve set up a public message board system for our customers so that they can interact with other customers and get basic help themselves. You can get to that website by clicking the link below:
https://forums.hyperfusiontech.com
If you forgot the fusion Portal address, it’s https://my.hyperfusiontech.com
We have gotten a few complaints from customers that when they call some of our staffs phones they don’t get help back right away. With that in mind, we ask that you please refrain from calling any staff’s mobile phone if you have an issue. Our Call Center will now be handling ALL customer issues directly. You can either call, use our websites live webchat, submit a support ticket, or check the HFT Forums for help ( all our staff including Chris will be posting on there, so feel free to post and ask questions.)
We also politely ask that as an existing customer you do not skirt our phone system and leave voicemails in the sales voicemail box. This degrades the speed at which we can provide support to everyone due to our sales people not necessarily knowing how to help existing customers with slow speeds or receiver issues.
Thanks,
The Team @ Hyper Fusion