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First let me start by saying we are sorry if you are having a problem with anyone of our products. With that said we will do our best to fix any problems you are having with a product you received from us.
We do not handle any support via email. If you have emailed, email@example.com you are sent an email auto-reply that states that this email address is not monitored and all support is handled through our help desk system and a direct link to the help desk web page. From there you can open a support ticket.
We do not use email for support many reasons. We found it very hard to support our customers via email. Many times the customer or our emails end up in junk/spam folders as well as many other problems. The help desk provides us with instant access to the customers orders and accounts to help them directly. This includes giving you access to re-download your products if needed, correct any serial number issues and soon shipment tracking.
Customer support tickets are normally updated on a daily basis. We officially do not answer support tickets on weekends or holidays but we normally do. I will be monitoring the help desk for the rest of today (Saturday) and tomorrow evening (Sunday). I would normally check it Sunday during the day as well but I have a family event to attend.
Thank you again for your time and I hope this has help giving you a clearer picture on our support system.
-Well, listen to my story, a story I will tell, of an airborne sapper, who would go through hell, His home was FT. Leonard Wood, the land that God forgot, the mud was 18inches deep, and the sun was blazing hot.