To submit a PawnMaster support ticket, visit our Contact Support form.
The importance of an effective technical support services department is often overlooked by small software providers and yes even some larger companies. Thousands of talented software developers launch businesses and are ill-equipped to support their customers. Some larger companies cutback on costs by providing marginal support. The PawnMaster pawn management software system license is sold with an annual Customer Care Agreement that protects the pawn broker’s investment through technical support services and provides new versions of the software. The number one complaint customers of other pawn software systems voice when in communications with us is poor to non-respondent technical support. The second complaint most commonly voiced is a lack of updates or new versions of the software. These two issues seriously impact a pawn broker’s ability to operate an efficient and profitable business.
While it may be taken as self-serving, we advice pawn brokers looking for a new system to be leery of new software providers that downplay the importance of having a sound infrastructure to support growth propelled by bargain pricing. Another advice is to look at established software companies past record in providing new releases of their software. Lastly, we recommend that prior to making an investment in a new system the pawn broker either visits each vendor’s operation or speaks with someone that has toured the facilities to understand whether the company is adequately manned and that they have sound processes in place to deliver expeditious support.
When you visit Data Age headquarters you will find that every call coming in to our technical support department is logged and queued for follow-up by the next available representative. Escalation policies are in place to address mission critical situations. A cohesive system is in place to easily identify where there may be backlogs. Reports are used to track the average number of calls coming in and the nature of those calls.
Technical support personnel are available between the hours of 9 AM ET to 8 PM ET. Downloads of new software versions are made available through our website.