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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