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Not all those who wander are lost. -J. R. R. Tolkien |
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Customer Service
Contact MeIf you would rather have a personal response from me, Richard, then feel free to use the form above, to the right. Feel free to contact me if you need to provide personal information (account or payment details, etc.) I generally check customer service every morning, business days. If you send me a message on Monday and I've already finished customer service that day, you'll have to wait until tomorrow. Sorry. That's why I suggest you post in the Customer Service Forum if your question doesn't involve personal info. No Technical Support!If you ask a technical question via this form, the only response you will get will be what classes cover the topics you need. That's OK. My job is to tell you what lessons you need, and I'm fine with doing that, but don't expect me to hold your hand and explain everything to you in an email. Sorry! I just don't have the time. As of June 2021, I no longer offer any Technical Support or Consulting services. Please do not ask me specific questions about how to fix your database. If you need help with your database, visit my Access Developer Network. Please also read my Customer Service Policy and this article on Context. Why This Form?I get a lot of correspondence every day. My email inbox is always overflowing. I'm sure many of you have the same problem. This form sends your message directly to my customer service database. When I read your message, your account info comes up right next to it. This saves me a lot of time, and I can more efficiently and effectively respond to you. Plus, it allows me to prioritize messages from members and my actual students over the non-student emails I get every day (and there are a lot of them). Plus, email isn't perfect. I wouldn't want to miss your email, have it go into my Spam folder, or get lost underneath the 500 other emails I get every day. Tips Before ContactingI generally get back to people with customer service issues by the following business day. It's just me here answering emails, so I do my best. Here's a tip: if you want a fast response, type a short message. Honestly, if I get your email and it's fifteen paragraphs that I have to read through, I'll usually "snooze" it until I have the time to read it. Want a faster response? Keep it brief. Sorry. I get a lot of messages every day, and it's just me answering them. Only so many hours in the day... Response TimeI work most days, including weekends. I do my best to check customer service correspondence every day, usually first thing in the morning. I'm in Florida, so that's US Eastern Time Zone. Usually after customer service, I record videos for the rest of the day. So, if you email me in the afternoon, chances are you'll hear back from me the following day. Like I said, it's just me here. I do my best. Once in a great while, I also like to take a few days off to spend with my family. It doesn't happen often enough, but it does happen. So if you don't hear back from me in a day or two, don't panic. I'll answer you just as soon as I get back. And remember, if you have a question about how to do something, try posting your question in the Forums. Chances are my awesome Developer Students will be able to answer you faster than I can. :) *Why SMS?Why do I ask for your cell phone number? Well, it doesn't happen often, but every now and then I get contacted from someone who says they're not getting my emails. For one reason or another, my emails are ending up in their spam folder, or worse: blocked by the company spam filter, in which case, the user can't even check a spam folder. So, if you tried contacting me and you haven't gotten a reply, leave your cell number and I can respond via SMS. I promise this will not be used for any kind of marketing or given to any third parties... just personal correspondence from me... only. If you're not getting my emails, leave your cell number. I'll text you. Support Links
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