Rules for All Premium Experts

Being a Premium Expert and having the opportunity to earn money by assisting customers is a great thing! We want to make sure that all our Premium Experts are doing the same high quality work that got them approved in the first place. Here's a little refresher for our Premium Experts, to help them keep their support skills sharp:

Stick with what you know! Do not answer questions outside your Areas of Expertise, as giving any sub-par answers in fields where you're not a true pro can endanger your status as a Premium Expert.

A diagnosis is not sufficient, you must give a SOLUTION. Even an answer that is 100% correct can be made useless if the customer is not given the actual STEPS to solve the problem.

Do not just give a customer a one or two-sentence solution for ANY question. Make sure that you give detailed instructions in your solutions and learn how to finesse your responses. Giving better customer service can mean more money and more happy users!

Make sure you answer ALL of the customer's question, and not just a part of it.

Do not simply refer the customer back to their product's manufacturer, the manufacturer's website, a professional repair service, or to Google. Customers have come to FixYa to receive DIY solutions from experienced pros.

All responses should be very professionally written. That means avoiding slang or shortened words and using correct punctuation, capitalization, and grammar. Make sure to use spell check before posting!

Do not beg for ratings or harass the customer to Accept your Solutions/Live Chats. Just do the best work you can and let the quality of your advice speak for itself.

Do not copy/paste your solutions from other sites/sources. Customers deserve original solutions from experienced techs, not information from other sites they could have found themselves.

You should never link to another site in lieu of a solution, unless it is to a driver or manual specifically requested by the customer.

Additionally, do not respond to questions with just a link for a manual, unless the customer has specifically requested the manual and only the manual. Simply linking to a manual is not an acceptable solution to a Premium Question, although it can be a nice enhancement to actual advice and instructions.

Stay on top of any Premium Questions you have answered, and make sure to respond to any comments posted by the customer within 4 hours, or the problem will automatically be opened up for other Experts to respond to. You can post a response by clicking on "Add a Comment" towards the upper right of the thread page.

You are not allowed to promote your own services, businesses, or websites in your solutions. That is considered spamming, is against our Terms, and can get you banned from FixYa. Do not post your email address or contact info in solutions.

The use of Remote Support is not allowed on FixYa, and you may only email or call the customer if you have received prior permission from the staff.

You may only do one Live Chat at a time, so that you can give them your complete attention and better service. Make sure to read the question before accepting the Chat. And there will be no time to research your response, so make sure you only accept Chats when you are very experienced with the product.

Make sure to maintain a very high Accept rate on your Live Chats and Premiums. Too many Rejects/Refunds, or an overabundance of Auto Closes is a red flag to the staff, and may force us to remove you as a Premium Expert.

Make sure that you are not doing any deceptive practices like self/collaborative rating, self/collaborative asking, etc. All Premium Experts are expected to use only one account, and should not create secondary accounts.

Be a good FixYa citizen. Familiarize yourself with our Experts FAQ, TOS, and Experts Agreement. Stay on top of any FixYa-related Tips or updates that I post to my profile. Always be respectful towards FixYa's customers, users, and other Experts. Help give other Experts feedback by rating any great solutions you see. Keep it positive and don't down-rate your fellow techs.

You've been approved as a Premium Expert because we think you're a great technician with a lot of promise. By following these rules, you can establish yourself as a respected professional on FixYa, and continue to reap the rewards to assisting customers for years to come!