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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.
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.
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.
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