Product Support: How to get help
dmClub offers the best product support in the business.
Whether you're a keen DIY'er, or someone who wants someone else to "do it for me" (DIFM), dmClub offers a support option tailored to your needs.
Support Options
| FREE Do It Yourself (DIY) Options | PAID FOR Do It For Me (DIFM) Options |
|---|---|
dmNotesonline instructions, videos and reference (instant) |
|
Express Supportsubmit forms designed to collect useful diagnostics for results by return (2 working hours) |
|
Email Supportsupport@dmclub.net (4 working hours) see our tips on reporting issues |
|
Telephone Support020 7060 2000 (4 working hours) email support is preferred |
ProTime Supportpaid support, with optional screen-sharing, by appointment |
ClubTime Video Supportweekly community tutorials and Q&A sessions, delivered using screen-sharing |
ProTime Support ASAP paid support, delivered as-soon-as-possible, requested by email |
| Who's DIY support for? | Who's DIFM support for? |
| Use the DIY options if you are happy to follow written instructions, and like understanding how your products work. | Use the DIFM options if you need someone to listen to your requirements and deliver a solution ... if you need results but don't want to get involved "under the bonnet." |
Five ways to get the most from support
Learn how to use the system
Read the instructions, watch the videos. If they are not clear then join us in a ClubTime session, and 'see how it's done' by video.
Be precise with examples
Give us enough details up front and we can get 'first time lucky'.
BAD: "My car does not work, I hate you, it is all your fault that I was late for work!"
GOOD: "When I try to start my car, there is whirring noise but the engine does not start as I expect it to, and I notice a gauge with a needle pointing to E"
Try to follow the instructions, and tell us exactly where you are getting stuck
BAD: "I can not follow your instructions because they were so bad."
GOOD: "When I am at note #1234 step 5.2 it says enter the number, but I do not see where to enter it."
Don't think that you are the only user
"You should give me a solution over the phone, because I think that your screens are badly laid out."
This is product, not a bespoke service just for you. We test usability with many different customers, and dealers. There are lots of users. Your problem will probably be a misunderstanding or beginners mistake.
However, make a good suggestion, and it will probably go onto our list for future product improvements.
Tell us upfront whether you want to 'do-it-yourself', or want someone to 'do-it-for-you'
If you are too busy, just not inclined, or want to do something that is beyond your abilities, please consider using our video consultancy sessions. you have two options: ClubTime (free) or ProTime (paid-for but more tailored).
ProTime is probably much cheaper than employing someone in your company, given that time is money.