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Please carefully below BEFORE submitting your ticket.
Helpdesk
Customer Service Policy
Last update: April 4, 2008
We operate a
helpdesk on a 24/7 basis and are proud for the level of our
customer service. However, your satisfaction is depended on
the proper use of the correct help funnels. Please cooperate
and read the following lines carefully before submitting a
help ticket to our helpdesk.
Be sure that you are entitled to use the helpdesk. We
support our customers only. If your receipt states “The
Internet Company” and/or the email addresses: paypal AT
use-sell.com or support AT use-sell.com then you are our
customer and you can proceed with the rest of the
instructions. If this is not your case: We do not support
the customers of our resellers. If there is an issue with a
product you ordered through a reseller, please contact with
the reseller first and if the reseller does not serve you
then report it to us.
Do not submit a ticket with questions on how to use a
product. Use the forums at
www.turbocommunity.com instead.
Do not submit a ticket asking for installation help. Either
ask for help inside the forums at
www.turbocommunity.com or hire a coder at
www.rentacoder.com
or check our availability at
www.order-a-turbo-script.com – You can always refer to
the video tutorials offered at
www.turbovideotraining.com/index.shtml; a membership to
that site is offered through various products (www.turbomembership.com,
etc.) and also as a bonus through our resellers.
If the problem is indeed related to an error you get when
trying to install/use the product, and is also related to a
script installed on your server: All of our scripts have
been tested thoroughly. If you encounter an error first be
sure that the error is not related to your server’s
specifications. Thus if you try to install the script and
get an error please contact your hosting support. This is
the FIRST help funnel you will need to use. If your hosting
support tells you that the error you’re encountering is not
related to their servers’ specifications AND if they cannot
help you to resolve the error, THEN proceed with as
instructed below.
If you wish to
get a hosting account on our powerful servers, then consider
getting the package offered at
www.use-sell.com/hosting or at
www.turboWWW.com or
the membership offered at
www.turbomembership.com that includes a professional
hosting account for as long you remain a member.
If you have
contacted your hosting support and they have verified that
there is an issue related to the script you're using, then
check our Knowledge Base at
http://help.use-sell.com/index.php?x=&mod_id=2
If you cannot find an answer there and given that you have
already understood all the above instructions, then submit
your ticket and:
Be sure that
support is not depended on an active subscription or
membership. There are products where support is offered to
paid subscribers/members only – like www.Fantasos.com for
example. If you do not have an active
subscription/membership that entitles you to the technical
support then please refrain from using the helpdesk. Renew
your subscription for getting technical support first and
then proceed with the instructions below.
If you use the helpdesk for the first time, then create an
account first and keep your login codes safe.
If you are a returning customer, please use the same email
address you used when registering.
Do not open multiple tickets for the same issue. We are
there and your ticket will be inspected. If you need to
follow up then do it by posting a response into the same
ticket you already opened and NOT by opening a new ticket.
That way all responses are tracked better and you will be
served better.
Always include your full name.
Always include a copy of the receipt related to the product.
An email message obtained by us is NOT a receipt. A receipt
is the email message you obtained by the online retailer
through which you placed your order. We use only Paypal.com
and 2checkout.com, thus your receipt should be the message
sent to you by any of the aforementioned online retailers
upon the completion of your purchase.
Always mention the product. We sell many products and the
helpdesk serves all customers.
Be specific.
We cannot help if we cannot replicate the problem. Describe
all the steps you went through, provide us with URLs so to
test the procedure and give as much details as you can.
If the problem is related to a script installed on your
server then provide us with your FTP, cPanel codes and state
where the script is installed in your server; also mention
the login codes of the administration area of the script –
if any.
If the problem
is related to any other product then mention the product and
again give as many details as you can.
Please submit a ticket to our helpdesk ONLY if you have
followed all the instructions above. Fees may apply if
according to our sole discretion you employed our people
without a reason. Your time is valuable, so is ours.
We reserve the right to ban your email and IP address if you
consistently violate the rules of your policy, and/or if you
“shout” by using CAPITAL LETTERS THROUGHOUT YOUR MESSAGE,
and/or if your behavior does not comply with the standards
of the average civilized person. Be rude and we shall also
ban your email and IP address from all of our systems too.
Being a barbarian doesn’t help at all.
Lastly, your satisfaction is our number 1 priority given
that you will have already understood by now that we do want
to help you once you follow the correct help funnels.
Thus, if you FEEL (just feel) that you do NOT get the
support promised by us and especially if your ticket is not
answered in 24 hours or 72 hours if the ticket was submitted
during the weekend or on a holiday (we operate on a 24/7
basis but our people are human too, so bear with us on
special occasions) then please use the
www.TurboRedButton.com and alert us – a message will be
sent instantly to our BlackBerry device, and measures will
be taken. Please DO NOT abuse that alert service; it’s not
fair to the people that strive to serve you inside our
helpdesk.
Thank you for your attention indeed.
Copyright© TurboHelpDesk.com
You can always find the most recent version of our Helpdesk
Customer Service Policy at
www.TurboHelpDesk.com
Thanks in advance for helping us to serve you
better!
With all the
above said, the URL of our helpdesk is located at http://help.use-sell.com
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