If you work in digital you inevitably work with a lot of different networks, vendors, and the countless other ad-tech organizations that make up our ecosystem. Split your time between dozens of different systems, CRMs, and related products a day and you are sure to find yourself in over your head at some point.

After you’ve clicked through two pages of Google search results exhausted your existing knowledge of the product and the problem persists, you know what you have to do: Find the Support@ email address and fire off an email detailing your issue.

This is what comes next:

ADDRESSING THE PROBLEM

You think, “OK, this seems like an issue I can see happening to a lot of people, I’m sure they’ll just have a magical *reset* button just for this occasion” (spoiler alert: They don’t). Support@ doesn’t respond to your email until four hours after you leave the office.

YOU’RE THE PROBLEM

You assure Support@ this is not a user error and that, yes, you tried restarting. Now that your email thread is 10 messages deep, you can start digging into the problem.

YOU MIGHT NOT BE THE PROBLEM

OK, they looked into it, it isn’t you, but now they’re looking at your setup, and they are not impressed! After offering their unrelated-to-the-issue criticism of how you use their product, they give you a solution.

PROBLEM SOLVED?

That solution to the problem? The one that sounds logical and easy enough? …it doesn’t work.

PROBLEM SOLVED.

Support@ has an out of office reply that they are going on a week-long company retreat to the Adirondacks. Good luck with that issue!