Hi folks –
If you run into an issue with your Tablo, we have tons of great resources to help you get back up and running as soon as possible. Power users here on the Tablo Community forums are almost ALWAYS available and great at answering questions. There is also a powerful search tool on here that can let you review previous posts and solutions.
We also have tons of great self-serve content including videos and an online knowledge base at TabloTV.com/support.
But sometimes you need to rely on the expertise of our support team.
We’re here to help, and we have a commitment to respond to your requests in the order in which they’re received, so here’s how you can ensure we’re able to provide you with a solution to your issue as soon as possible:
• THE BEST WAY TO ASK FOR SUPPORT: Use Our Support Ticketing System Form
Our support ticketing form which is always available at the top right hand of our Knowledge Base includes fields for all of the critical information we need from you to solve your case quickly.
In a clear and concise way, explain exactly the problem you’re seeing, what device/app you’re using and what firmware version you’re running. Make sure to include your MAC address which can be found on the bottom of your Tablo unit, this will speed up the troubleshooting process immensely.
The form also enables you to attach images and/or video which may be very helpful for the team as they work to diagnose your problem.
Contacting us through the Support Ticketing system form also ensures you receive a confirmation email, so you know we’ve received your ticket.
• THE WORST WAY TO SPEED UP SUPPORT: Sending a Follow-Up Email
While it might be tempting to send a follow-up email if you’re waiting to hear from us, our support system works on a ‘first in, first out’ queue. If you send multiple messages before receiving a response from our team, it will reset your position in the queue and it could take even longer for us to respond to your support request.
Our goal is to respond to all inquiries within 1 business day. Mondays and days following holidays and firmware or app releases may be busier and require a slightly longer wait for support.
• BUT I’M TOO IMPATIENT TO WAIT MY TURN! Give Us a Ring Instead
Our support team is available 9:30 a.m. – 5:30 p.m. Monday through Friday (except Canadian holidays). During this time, you can reach the team directly by phone. If all of our reps are busy helping others you’ll be directed to leave a message. Make sure to include your name, phone number and as much detail about the reason for your call as possible.
Providing great customer support is always our goal. If you feel your concern was not adequately addressed, please tell us. If you love the service we provide, tell your friends.
