How Important is Technical Support?

At least here at Hansen Pole Buildings, we feel it is pretty dayem importantish!!
And just how important, enough so the information on how to get unlimited free technical support is found on the second page of our over 500 page illustrated Construction Manual.

Here is the language from the manual:

“Technical Support:

No technical support is available through our Sales or Production Departments.

For questions regarding proper installation or for any additional information not outlined inthis guide, technical support is available via the following:

FREE (and fastest):

Send an Email to Include in Email: Project number, an accurate description of challenge, as well as a photo or photos if applicable.

AVAILABLE for a nominal fee (may be pre-purchased via login):

Purchasers of a technical support plan will be given contact information for our Technical Support Department. In the event a technician is not available when you call, leave a detailed message – which includes your project number. NO PROJECT NUMBER MEANS NO RESPONSE! All requests are taken in order received. Answers will either be emailed back (quickest), texted to your cell phone (please leave cell phone number and name of cellular service provider),  or next available technician will return your call. Depending  upon  call  volume,   telephone  calls will normally be returned  the following business day.

Keep in mind pole buildings are highly complex structures, involving thousands upon thousands of components. Our technical support staff may not have a solution to a particular challenge immediately. However, they will research the situation and respond with answers as quickly as is reasonably possible.

Do not contact either component manufacturers or Engineer of Record for Technical Support as wrong information may be given. Large charges to you may apply (calls or Emails to engineer WILL result in you being charged hundreds of dollars, even if question was not answered).”

Why not just let anyone answer technical support questions? Shouldn’t my Building Designer or the person ordering my materials have all of the answers?

building-plansIn a word: NO! We have highly skilled people in place to most expertly handle their portion of your post frame building project. Even though they might know the right answer – when contacted for a technical support question, it takes them away from the tasks they are most proficient at – which slows down the process for not only you, but also the rest of our clients. Rather selfish, isn’t it?

Please let the people who have the expertise answer your questions.

Why not do all technical support by phone?

While you might fully understand your building and the particular challenge at hand, it is important to accurately convey what those challenges are – putting them in writing and including any relevant photos has proven to be best at avoiding miscommunications.

We want to be able to give you the correct answers first time and every time.

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