Added: November/20/2006 at 11:08pm | IP Logged

ALL SUPPORT IS HANDLED IN THE FORUMS

NOT VIA EMAIL / NOT VIA TELEPHONE / NOT VIA ANY OTHER METHOD OF COMMUNICATION

If you're cool with that then there is no reason to read the rest of this as you now know what to do.






If you however intend to make an issue out of my policies then I suggest you read the following which explains my reasons in detail while also making the point that I don't really care if you don't like my reasons.

I have created this thread to explain my support policies and also why I handle support questions in the forums and not via email. If you have been sent to this page it is because you need to post your support question in the support forums.

1. The forums were created in an effort to offer better support and also to reduce the number of redundant questions I answer. As time goes by the forums become more and more of a valuable resource to new and existing customers. When support is handled via email answers to various problems never get shared with any other customers. Instead they get burried in my email client. It is also a lot easier for me to search the forum database than it is my emails. 
2. Emails are unreliable, emails get marked as spam, emails don't always get delivered. Once your signed up to use the forums you can rest assured I will get your message and vice versa. Forum posts and Forum PM's do not get lost. They are reliable. You or I can always go to the forum and see if anything has been posted. Nothing is ever lost.
3. Any private Information can be sent in the forums using PM's so that is no excuse for not wanting to use the forums for support. However, that does not mean general questions will be answered via PM's. Use PM's only for providing sensitive information. Do not use them to ask your general questions. That defeats the purpose of the forums becoming a resource for other people. It also makes it really hard for me to keep track of issues when I have 10 people PM-ing me at once instead of using the forum as it meant to be used. So ask your questions in the forums and if you need to send me sensitive inforation that you don't want others to see send me a PM with only that information. (Usernames/Passwords/URLS/Site Access Info, etc etc) Capiche!
4. I am notified everytime anything new is posted in the forum so don't think an email would be any faster. There is no difference except that you are wasting time by sending me an email because I'll send you here.
5. Sometimes when I am away my friend John Evans helps with support. He wouldn't be able to if I did support via email because I dont give anyone access to my email.
6. Some people get upset because they ask a simple question via email and I tell them to use the forums. Well, the truth is that if I answer one question via email that person is sure to send more emails after that. There is no such thing as one question. I want people using the forums from the get go so deal with it. If you want to make a big issue about then that is your problem and you can find someone else to answer your questions.

A few others things to note:

When you purchase the Software Product you are acquiring source code and digital information. The Software Product sale is final. CJWSoft under no circumstances will be in the obligation of returning the amount paid for the Software Product. Officially I offer offer 30 days of tech support after the sale for installation of the base application purchased in it's native form. Any questions I answer other than that are up to me. In some cases in order to receive proper tech support your application will be need to be installed on a live server on the Internet. I simply cannot troubleshoot all issues when the application is only installed on your local machine. All of this paragraph is on every page of my site in the footer.

CJWSoft is strickly based online. I do not do phone calls with customers. I built this business to get away from the phone. Constant phone calls drive me banannas and distract me from getting anything done. Once someone knows your phone number they always call you back down the road. If I delt with customers via the phone over time it would be a nightmare and I would get nothing done. My phone would be ringing off the hook.

Lastly. I am based in the USA and I speak English. I do not target the sale of my software to anywhere but the United States. This means it is your responsibility to communicate well with me in English if you want installation support.