Customer Service E-mail
Our primary method of communicating with customers is through e-mail which we use to address the following issues:
- Questions about multi-state discounts
- When trade classification are shown as not being offered on our trade pages, we may be able to create a custom order by researching our vast database. Since we don't keep study packages on the shelf, we can create a package on the fly.
- If you haven't received your order
Tech Support E-mail
Use this e-mail for the following issues:
- Error messages seen when using or installing software. Please send us the exact text from the error message window that shows on your screen before clicking "OK" or "CANCEL." We also need to know the timing of the error message (i.e., at what point in the install did the message show on the screen?)
- Other problems with software installation (can't find the data file, program freezes).
- DVD's that won't play or partially play. If you're reporting this problem, we need to know the following information:
- Are you trying to play the DVD on a computer or a stand alone player?
- If attempting to play on a computer, what version of Windows are you using (98, 2000, XP) and how much physical RAM do you have installed?
- What program are you using to play the DVD (Windows Media Player, Power DVD, etc.)?
- If the recording surface has any significant scratches or blemishes. Sometimes you will see a darkened spot in the recording area. This may have been caused by flawed blank media.
- If you're reporting a DVD problem, make sure you test ALL of the discs we have sent to you BEFORE contacting us about just one disc. This will eliminate the need for a second replacement mailling. A good way to do this is to just use the fast forward button on your remote to scan the disc to the end of the material. If it freezes somewhere in between, you know you have a damaged copy.
Phone Contact
If you can't find satisfaction with the above items, use the toll-free number to leave us a message.
A note concerning "alleged" incorrect answers
Occasionally, a customer will contact us and state that they have found an incorrect answer contained in our study materials (DVDs, software, tutorials or practice test) or that the material can not be found in the reference book. When you report this issues, please be prepared to support your allegation with references to chapter and section numbers contained in supporting documents such as "2005 NEC, Article 423 § (a)" or "Plumbing Design and Installation, 3rd Edition, page 26."
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