Policy.htm

Please review our customer support policy:
Finding Help
Support Policy
E-mail Support
Phone Support
Other Considerations

Overview

One thing we have learned over the last 15 years of doing business in the software arena is pretty certain. Those users that read the instructions have much better experience with the program then those that don't.

It seems obvious enough. But we are constantly amazed at the reasons that folks give us for not reading the instructions. The primary reason is...well... that folks don't like to read instructions. No surprise here. But with a program that is as detailed as BidPlus, there is no other way to totally understand and benefit from all that it has to offer without at least a little bit of instruction. The second reason that folks give us is that they read the instructions, but they don't understand them. The curious thing here is that when we ask for a specific sentence that has them stuck and doesn't make sense....there is never an answer. Not in 15 years has there ever been an answer to that question! We can only conclude that the instructions were never really read in the first place. We have had more then a few users admit as much.

We realize that the easiest thing to do would be to pick up the phone and call for help. But it costs money to keep somebody by the phone to answer questions. A big part of the attraction to BidPlus is its low monthly cost. We're pretty sure that you would like to keep it low as well. But quick answers are what you seek, and quick answers you shall find!

With the design of BidPlus Millennium, we kept these things in mind. First, we designed the program, and then tested it without providing the beta testers any help whatsoever. This was to ensure that the program offers plenty of clues as to how to access and accomplish certain tasks. Second, for those that do understand the benefits of reading the instructions, we have provided plenty. The online Knowledge Base is stuffed with text and graphics in an effort to explain every little itsy bitsy detail of the program. It can be accessed by clicking on the Help menu, and then choosing Knowledge Base.

Reporting Bid Package Problems

A bid package problem is obviously something that needs to be addressed as quickly as possible. If you find a discrepancy in the bid package, please notify us as quickly as possible so that we can get the problem addressed. Please call us at 866-295-8228, or send us an e-mail at support@bidplus.com .

Support Policy (Top)
E-mail Support
Phone Support

Here's how the support policy works. Step one. Please learn to send an e-mail. This is an online business, and as such, requires that you have a computer and an ISP (Internet Service Provider), which in turn means that you have e-mail. Your ISP can instruct you on how to send e-mail. Unfortunately, we have found that folks that won't take the time to learn to send e-mail generally won't take the time to learn the program either.

If the problem has to do with the program itself, and the answer cannot be located in the Knowledge Base, then it would be helpful if you can provide us with the details of what you are experiencing.We will happily provide you with the answer you need, and then create an update for the program to address the problem, or we will update the help so that the answer is available to the next user with the same question. Be sure to review the Trouble Shooting and FAQ (Frequently Asked Questions) sections as well. It will save you some time as opposed to waiting for us to get back to you. When we attempt to diagnose your problem, the steps that are listed in the Trouble Shooting section are precisely the steps we will take.

E-mail Help (Top)
support@bidplus.com

All first level support is handled via e-mail. Phone calls are not accepted as first level support. Period. We are looking forward to offering you assistance. But we respectfully request that you kindly adhere to our policy and send any and all questions to our e-mail address at support@bidplus.com. If we are not able to address your question via e-mail, then we will be happy to pay for the return call to you. Otherwise, no phone messages will be returned, collect or otherwise, unless we have had prior e-mail correspondence.

You can probably find the answers you need on our web site in the Knowledge Base. Otherwise, please send us an e-mail, and you will receive our prompt attention. We thank you in advance for your cooperation. Once again, our e-mail address is support@bidplus.com.

Your e-mail must contain the following:

1) The exact steps that you have taken so far to resolve the problem, so we don't end up instructing you to repeat those steps.
2) If it is a technical question, we will need to know if the problem is new, or if you have made any recent changes to your computer, what your operating system is (Win 95/98, Mac), what kind of printer you have, etc. The more information you can provide us with the first time, the less back and forth will be required, the sooner you will get your answer. Remember, each computer is different. So please don't make us guess how yours is setup. The more detailed your question is, the easier it is for us to diagnose your problem and get you the answer you need.

Remember, research on your part is quicker then waiting for us to get back to you!

Phone Support (Top)
(866) 295-8228 (Voice mail prompts for simple questions only)

All first level support is handled via e-mail. Phone calls are not accepted as first level support. This includes account questions, billing questions, simple questions, etc. We are looking forward to offering you assistance. But we respectfully request that you kindly adhere to our policy and send any and all questions to our e-mail address at support@bidplus.com . If we are not able to address your question via e-mail, then we will be happy to pay for the return call to you. Otherwise, no phone messages will be returned, collect or otherwise, unless we have had prior e-mail correspondence.

Setting up "an appointment to get back to you" is not part of our policy. We very much want to assist you. But in order to reduce the strain on our resources, and keep your cost down, we need your cooperation in sending a detailed e-mail first.

**Please do not wait until the last minute for a critical operations (such as bidding) as we do not have the resources to have someone available for you by the phone at all times! Also, we do not offer "computer lessons" over the phone. As much as we would like to, unfortunately that is not our business. We kindly remind you that your local CompUSA and Gateway stores offer one day lessons for those of you that need to become more familiar with your computer.

There is no guarantee that the return call will be at a convenient time. We have customers all over the world, and trying to prioritize call-backs according to when the request was received, convenience for time zones, emergencies, etc., is just not practical. You can, however, let us know when you might be available. E-mails do not restrict us to time zones.

If the e-mail response does not address the problem, then we will initiate and pay for the call to you.

Other Support Considerations (Top)

1) If you have a connection problem, then you need to contact either your ISP, or AOL, whichever you use to connect. BidPlus does not create its own connection. Instead, it makes use of your existing Internet connection. So if you are having trouble in this area, you need to contact your ISP and get them to help you get it resolved.

2) If you are having trouble connecting to Unimatic or Apollo, then you need to visit our trouble shooting section and see if you can determine what the problem might be.

3) Do not use Unimatic BLDNOT for customer support. UAL does not want us to use BLDNOT for our customer support. Support questions through Unimatic will not get a response. Please learn to send an e-mail to support@bidplus.com .

4) Faxes are no longer accepted for customer support. Any faxes requesting customer support will be responded to with a copy of our Support Policy.