This article applies to both user and our technical support team member.
When there is a technical support request comes in, we have to re-produce the error on our end. When there are steps not clear, the support member needs to clarify it before moving on to a solution.
User: XXXX address has problem Tech support: We can't find XXXX address in our system, or there are multiple matches.
What to do: Provide URL link or Listing # to our tech support, so we can see the issue.
User: The app crashes! Help! Tech support: It does not crash on my phone. We need the make/model/version of your phone. Also tell us the step by step instructions to crash it.
What to do: Provide details of the error, so we can reproduce the issue then fix it.