Will you get a call back from a voice mail left?
- Do not expect a call back for a voice mail left in our support voice mail system. Your provided phone number is used to help us verify your account information as we work to get back to you a quickly as possible.
The Tech Support voice mail system is for customers that have waited for 30 minutes on hold for assistance. Your issue is important to us. As we offer free tech support for registered users, we do experience high call volumes at different times of the day/week and around holidays too.
In the voice mail we ask that customers leave their name, their my.presonus.com account email address, product and a brief description of their issue. An email will then be transcribed from the voice mail and then issued to a support agent for assistance with your issue. At this point an agent will contact you via email and provide assistance through the email you left with us. This allows us to respond and assist everyone with their questions and issues as quickly as possible. It is very important that you clearly answer all questions and provide all requested information. Your shared information is kept confidential and will only be used to help resolve your support request.
*Please note: If it is an issue with a product key, please include all product keys and as much information as you can about the issue. It may be necessary that we request copies of receipts and or a bill of sale to help us verify several things during the support process.
[IMPORTANT NOTE]: When leaving a voice mail with tech support, it is very important that you speak your email address slowly and spell it in the voice mail so the agent transcribing your email will get it right for you and issue the support ticket to the right account and then in turn make sure it is also routed to the proper agent that will be fielding your support inquiry. If you do not leave an email in your voice mail message we will not be able to contact you via email and the ticket created will be closed. So it is very important to get the email in your voice mail spelled correctly as well.
*Please note: many issues can be resolved by providing you with a knowledge base article and/or specific page numbers/section listings from our manuals via an email that addresses your issue. Depending on the nature of the issue, it may be determined after gathering a specific level of data from you, in some cases, that a phone call may be necessary. This is on a case by case basis after we have requested specific information from you and based on the provided information have made the determination that we need to make phone contact to resolve your issue. We then would schedule time to speak with you within our hours of operation.