Managing Your Expectations : Defining Levels Of Support

Sep 12, 2020

Let me start by thanking you for your inquiry.  Due to the nature of parts we get many inquiries per day, currently around 100-150, we have to do our best but sometimes our best falls short relative to your expectations.  Frankly, said expectations, may have been set by interfacing with sellers that have one or a handful of skus, we have over 100,000. 

So, we are here today to set expectations straight so you understand what we can and will do vs what we won't do, and to define the levels of Support from Tier 1 to Tier 3.

First things first, we are not here to diagnose or troubleshoot your machine, that is the function of a technician and we have built a database of technicians here that's searchable by zip code.  They get $100 trip charge, and their hourly rate to fix your issues in house.  WE, get paid a margin on the orders we fill.
Note: we do post alot of repair articles and tips in our blog, please peruse that at your leisure.Developed a resource center containing documents such as diagrams, owner's manuals, and other technicial bulletins, please check that out here.

Without further ado, here's how support works at Hydra.

Level 1 (Basic)
Our Autoresponder email that contains FAQ and Frequent Issues we hear multiple times daily - Essentialy Autonomy.  We consider you our Level 1 support, why? because alot of the answers to the questions you have are on our site's blog or just in general.  We also consider the prospect of buying parts and fixing machines on your own is a cost saving measure, and you must go through the process of troubleshooting and solving your own issues.  Time will be the tradeoff.

Level 2 (Something More)

We have hired a team to field emails, they have some expertise but are not expert techs, they control the flow of the sea of emails we get every day and do a good job of it, they will try to solve your query in 3 responses or so but then are instructed to pass it off to Level 3 support if they cannot conclude the issue.  At this point you should have shared your model name, number, and or serial number of your machine.  You will not go to level 3 without that information as it is a moot conversation.  We need that data for a baseline.

Level 3 (Highest Skill)

Again, we don't diagnose issues, but if there's something specific to the part we sent that requires extra finese, this is the last stop.  Bear in mind we only have time for about 20 of these per day, ideally 10.

Only the best,

Team Hydra