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Customer Service Policy
By Richard Rost   Richard Rost on Twitter Richard Rost on LinkedIn Email Richard Rost  

Customer Service

I do my best to make sure that every customer inquiry is answered, and every customer complaint is handled to the best of my abilities, and as quickly as possible. I get a lot of emails from people asking for various types of help and tech support, so I wanted to take a minute just to clarify all of the different support options that are offered.

First of all, and most importantly, help with your purchase is always FREE. Whether you have a customer service question, or are having a problem with getting your courses to play, this kind of help is always free. Simply submit your question via my Customer Service Form. 

It's my responsibility to do whatever I can to make sure the video tutorials you purchased from me work and that you can watch them. Now, I do tell everyone to make sure that you've tried my free demo lessons before purchasing, just to make sure they work on your computer and you like them. However if you're still having problems, I'll do my best to get you up and running. I can't promise that I can fix every problem (especially if it's a pre-existing condition on your PC) but I'll do my best. Generally, if you can watch videos on YouTube, you should be able to watch them on my site. It's the same technology.

Unfortunately, I don't have the resources to staff a call center. I'm a small business with a great product, but a small support staff (of 1 person). For this reason, I don't offer phone support. There is just no way that I could afford to provide free phone support and still keep my courses priced so low.

For this reason, I have tried to provide you with everything you need to help yourself online. If you are having a problem please check the Frequently Asked Questions page first. If you still have a problem, try posting your question in the Forums. I've got a lot of fantastic advanced students who love helping out the new users.

Technical Support

Aside from customer service, people also ask me for help with their technical problems. This can be anything from Windows not booting, to solving a particular Access database problem, to setting up a web site, to getting help with a specific Excel formula. These are issues that are unrelated to sales or customer service issues.

As of June 2021, I no longer offer Technical Support services. 

I'm in the business of teaching people how to use Microsoft Access and other software applications. I prefer to spend my time recording video tutorials, not fixing databases. There just aren't enough hours in the day for me to do both (and have a healthy family life). Plus, it's not the kind of work I want to do - no matter how much people are willing to pay. However, I do still offer some ways you can get help. See my Technical Support page for options.

Support Links

 

 

Customer Service Policy Upload Images   Link 
Janice D 
5 years ago
Hi, I purchased Access Expert Level 7 & 9 on the 14th April and have still not received it even though the payment cleared immediately. I have sent numerous contact messages to your Customer Services and have still to date not had a reply or received my lessons. Please could you sort this out for me urgently as I need to work on Expert now and it is holding me back. I look forward to hearing from you, Thanks Janice


Reply from Alex Hedley:

Are they showing in your My Courses List?
If you login and go to the Theater what is showing there?
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