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PRISM Remote Buyback Support can be reached toll free at 800-510-3911 from 7am to 6pm Central Time, Monday thru Friday. From the options menu, select 2 for ICS, then select 2 for PRISM
Tips
for User Calls to Customer Support… · Please give the operator as much information as you can. For example, rather than saying "My reports won’t print," say "My printer was fine until we moved it yesterday. Now it acts like it’s printing when I select a report from the print queue but nothing happens. I can print a screen through Windows though." · If you have several issues to discuss, be sure to let the operator know. For example, "I have two issues. I need to talk to WinPRISM Support and POS Support." · If you are calling back about an ongoing problem and refer to the assigned reference number, please let the dispatchers know. Then, depending on the availability of the representative you dealt with originally, you will be passed to the same rep or be given the option of working with someone else. (Please help us serve you better by not referencing an old call log for a new problem.) · If no representative is immediately available, a message will be taken and the call will be returned as soon as a representative becomes available*. *If the situation you are calling about is an emergency, the operator will make every attempt to find someone who can help you immediately. Get
the most out of support… Our support representatives are eager to help you solve your problem in a timely manner so that you are back to business as quickly as possible. The resolution process begins with understanding the problem. You can help us by creating an effective problem statement using the methods suggested below. In this way, we can be more accurate in our responses and can get to a solution in the fastest time possible. Information that will help the representative
solve your issue: What
are you trying to accomplish? · Reporting only the error doesn’t describe the complete picture. If the rep understands what you are trying to accomplish, there is a better understanding of what steps were taken and why. This may help with workarounds, as there may be another way to accomplish the goal. What is your problem statement?
· When I do this, then this happens. For example, “When I press the tab key, my cursor disappears.”
Can
the problem be duplicated? If so, what steps should the rep take
to duplicate? · Detailed numbered steps will help the representative recreate your problem. Before you contact support it is helpful if you attempt the following:
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