The guys over at Strongspace wrote a great little posting on support tickets. For those of you sending in feedback – the commentary below might be helpful! (Here’s the original: http://weblog.strongspace.com/tips-and-tricks/how-to-write-the-perfect-support-ticket )
Thanks to everyone who has sent in feedback and bug reports. Every single one helps us to improve the service we provide. The most helpful reports are detailed and succinct descriptions of what you’re experiencing.
Here’s a less than helpful report:
This thing doesn’t work! I don’t see anything!
Here’s a report that makes it a little easier for us to track down the issue:
Subject: Inconsistent MLB.TV Mosaic Blackout
Hello. I’m having trouble viewing the Yankees game in the Mosaic. When I log in to the Mosaic as “firstname.lastname@example.org” I see a blackout window shade over the Yankees game. However, if I log into the website with the same user, I can watch the game.
If it helps, I have a 2 Ghz Pentium with 512 MB RAM and I’ve installed Direct X 9.0c and .NET framework 1.1.
I can watch any other games so I suspect the application is fine, but I’d really like to see my team in all of its Mosaic goodness.