Last night we completed the rollout of the new etTuning section of our site. If you haven’t checked it out its extremely easy to use and makes things much simpler. We have also recently been working on updating our policies for contacting Evans Tuning. This afternoon we loaded the new contact page with our new policies and information.

Our reason for the new page structure was based on a few things. Firstly, all of our appointment emails are now directed to a new email address setup especially for appointments. This will help expedite the process of setting up an appointment as that inbox will receive special attention.

The other main reason for the change is that we have found that many of our calls were calls related to technical questions. Unfortunately, Jeff is not here at the office to answer any of them and therefore it not only hangs up the phone here but I am sure our customers are frustrated when they are met with friendly customer service that is not intended to answer technical questions.

The main reason for the above described mix up is that generally people were skimming our contact page for our number and not reading the surrounding information.

So to work around this problem we decided it best to put the most important information in a place where it cannot be skipped over and instead must be read to get the proper contact information for the department of information you wish to speak to.

All of this is in our attempt once again to make the website the main resource of information for everything regarding tech, tuning, and any other questions. The easier the site is, the faster you can get answers and our goal is to make that process as simple as possible. Let me know what you guys think about the new contact page.

This post is going to sum it all up. Please read this one with good humor in mind, I am not out to offend anyone. So here we go, why the office staff can’t answer technical questions…

Background (what goes on in the office):

There’s a funny trend on our website that is just plain obvious if you have visited the contact page at all lately. Jeff and Andrea insisted on writing the same thing over and over again on that page about tech questions not being answered in the office and I could never really get what all the stress was about til now. By the way the contact page needs some housecleaning I hope you will agree, and I am working on that.

The thing is, our office like many others has days (more often than not) when there is literally no time to utter a thought about simple things, like whats for lunch. The bad news for us is that the phone rings non-stop and since there is only one person in the office to take calls it can become quite an undertaking.

Then there are days (although few and relatively far between) where the action around here is less than interesting to say the least.

So why can’t we answer tech questions over the phone?

Sadly, the answer doesn’t even relate to the fact that we either have time or don’t have time to be on the phone. The real answer as to why we can’t answer these questions is so much simpler, and that is because we don’t really have the answers.

Some of you might be thinking right now, well I have gotten answers before by calling, and that may very well be true. The reason for this in the past has been because we (Andrea and I) will go and find answers on the site when they are asked and we know they are there.

The conclusion to the issue plaguing the masses

I hope that this post clears it all up. Jeff really knows a lot of good info, and most of it is on the site. Now I above all understand that there are questions which just don’t have answers to them on the site (I am working on getting them all documented don’t you worry). The short and sweet of it all is that Jeff answers emails quite often considering the amount that he gets on a daily basis. He does tech support for products we sell here, he does tuning support for customers who have been tuned here, and he answers mostly all questions and threads posted on our forums.

So I encourage you all to take advantage of having a direct line to him at tech@evans-tuning.com and access to all of the awesome contributors on our forums @ http://forums.evans-tuning.com