1. Timeline: What to Expect
Please note, when you make a help desk ticket, it may take up to 2 business days to get a reply back in normal circumstances. You may not get a reply on the weekend.
Please also note that a few times throughout the year we do large promotions that can bring in as many new customers in less than 1 week. In those cases, even though we staff the department with additional helpers, the increase is support tickets creates a back log that may take as much as 3 - 7 business days to get back to you. While we still try to get back to you same day, please understand that there are certain circumstances that may create a back log.
Also, some tickets are beyond the scope of expertise of the General Help Desk Staff and may require the involvement of a specialist or programmer. If this is the case, they will respond to you to let you know that they have passed your information to a programmer and you should expect an answer in another 2 business days or less or you may get a reply directly from that programmer.
Additionally, any ticket you submit will be replied to. It is impossible for a ticket to go unanswered. Please do not post a duplicate ticket for the same reason. This will only have 2 people working on your ticket at 2 different times and can actually create delay in response to you.
2. Create A NEW Account
Also note, you will need to create a Help Desk account which you can use to log back in at any time. This is to keep your ticket private and confidential so no one else on the Internet can see your ticket.
Please be advised that this is NOT the username and password to the related site you maybe having issues with. The help desk has its own database of usernames that is not connected with the membership site you may be having issues with.
3. Be Detailed in Your Ticket
Finally, when creating a support ticket, please be as detailed as possible. Give the product, website, date and time you purchased, the price you paid, your receipt number, how you paid, along with a complete description of your problem. Feel free to include any screen shots or video you made to show the problem. We look forward to helping you.
Dr. Marlene Maheu