August, 2012 Archives

Getting To Know You: Scott Connely

Occasionally on the blog we will be profiling an Expert or FixYa employee so that you can get to know the people behind the scenes on more of a personal level. This week we have Scott Connely, a member of our customer service team.

Scott was born in Leicestershire, England in 1977 located in the small town of Market Harborough where he lived for a majority of his teenage years. At school Scott was very sporty and was a member of the athletics, swimming and gymnastics teams. Riding his bike was his favorite pastime as a child, and he put that to good use delivering newspapers in his neighborhood.

During his first job since leaving school, Scott earned himself a qualification in Customer Service with a work based youth program. It was here that Scott learned all he needed to know about the Customer Service industry.

At the age of 23 Scott decided it was time to broaden his horizons and took himself off to Sydney Australia on a working holiday visa. He spent a majority of the year having fun, experiencing a different culture, and meeting new people. Whilst out and about Scott met his longtime partner and stayed in Australia for 6 years. He now lives in Israel where he is working for FixYa as an Expert Support representative and has been with the company for 2 years.

Scott loves nothing more than travelling and searching for new adventures. So far he has travelled to Thailand 8 times and spent 4 ½ months travelling around India and has visited a lot of Asia and Europe. When he is not working or working out at the gym he enjoys to be in the kitchen where he cooks healthy meals. He also has a 2 ½ year old Husky aptly named Sydney.

To get to know him a little better, we asked Scott a few questions about his role at FixYa and what makes him tick.

Q: What role you play at FixYa?

I have been with FixYa for 2 years. I began working in the Customer Support department and now I assist Experts with their enquiries. I answer Experts emails regarding a range of different issues they may be having or passing on their feedback and ensuring that their voices are heard. But that’s not it – I have my thumb in a lot of pies and I like to keep myself busy with various projects that come up, for example I am working on a comparison project where I am comparing FixYa to other leading Q&A sites.

Q: What do you most like about your job in Expert support?

I like working at FixYa as we have a nice group of individuals and it’s laid back. I really enjoy customer service and being on the front line. Assisting the Experts with their range of inquiries certainly keeps me on my toes because they know a lot about the site.

Q: What do you like most about FixYa?

I think that FixYa in comparison to all of the other Q&A website’s has a lot of great features and is very aesthetically pleasing. Fixya is constantly involving and there is a lot of exciting things about to happen with FixYa. For example the FixYa Point Shop just opened and I am excited to see how it has worked for the Experts and what they think about it.  FixYa is extremely dynamic and you can never know what is around the corner.

Wireless Printing, Ink Abuse, and Paper Jams – New FixYa Report Shines Light On Biggest Customer Issues with Top Printers from HP, Epson, Canon, Samsung, and Kodak

FixYa’s report finds consumers loving the ease of the HP Photosmart and the reliability of the Samsung SCX; wishing for wireless scanning with the Epson Stylus; while warning users to steer clear of the Canon Pixma and Kodak ESP

Today FixYa, the leading product Q&A destination on the web, announces the first-ever report comparing consumer issues across all of the most popular printers including makes from HP, Epson, Canon, Kodak, and Samsung. Even with the explosion of digital media, the necessity for physical documents still exists and, naturally, printers continue to be just as frustrating and unreliable as ever. FixYa’s Printer Report, released today, looks at market-leading products and pits them against each other to help consumers make the best purchasing decision. The FixYa Printer Report based its findings on thousands of troubleshooting requests posted by consumers on its product Q&A website.

While the Samsung SCX is known for its reliability, it is an older model without many of the recent upgrades most printers offer. However, it is these newer features that have also been giving many customers the biggest headaches. The FixYa Printer Report seeks to provide an honest review to consumers by highlighting the main troubleshooting trends across five of the standout products. The FixYa Printer Report also highlights a number of other concerns among the surveyed printers:

  • While being praised for easy setup and troubleshooting, consumers are seeing a lot of wireless scanning issues with the HP Photosmart. Along with scanning issues, the Photosmart is criticized for being extremely loud, producing a “deafening racket”
  • The Epson Stylus has been heavily criticized for lacking the ability to wirelessly scan documents and for its notorious photo paper jams
  • Applauded for its reliability and price point, the Samsung SCX is an older printer that gives users with Mac OSX 10.5.3 or higher some serious difficulties

Below are the top five problems for each device in the FixYa Printer Report, and the percentage of troubleshooting requests that fall into each problem category:

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Takeoff Tuesday: New Thread and Product Pages

Greetings FixYa fanatics! In this week’s edition of Takeoff Tuesday we run through the improvements you’ll see when you land on a thread page to view a solution or go to a product page to check out a hot new product.

You can visit these new pages by visiting and searching for a solution/product. Or you can just click here if you’re not in the browsing mood and want us to do all the work for you.

It’s what we’re here for. Happy to oblige.

But back to the task at hand. Our main goals when we designed this new thread page were as follows:

  • Provide a sleeker and more modern experience for you and 30 million other monthly FixYa users
  • Give Experts more tools at their disposal to solve questions from thread pages
  • Encourage more interaction amongst users by highlighting the comment sections
  • Provide askers and browsers a clear idea where the question stands (solved or unsolved)
  • Retain the core functionality of the FixYa experience while improving upon the sturdy infrastructure of the best product support site in the world

Right when you land on the new thread page you can just how much it hums– the layout is very similar to what we had in the past, but small housekeeping tweaks around the page improve your experience by leaps and bounds.

It’s easier to view solutions, interact with other users, and find exactly what you’re looking for. Furthermore, we’ve experienced greater interaction with the page when we rolled it out in our initial beta test for select users.

The product team’s number one goal is to always make sure the 30 million people who come to our site each month are happy with any changes we make. That’s why we test and test, listen to feedback, and test again. We’re happy that you guys are happy with the changes, and as always, invite you to reach out to us at support-at-fixya-dot-com if you have anything on your mind.

You can see an image of the new page below.

Click “Continue Reading” to see a full list of the improvements we have made to the page.

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