We won't keep you waiting days for a response, we respond to support requests outside of business hours and at weekends too, usually within the hour (often quicker) in business hours.
Here When You Need Us
We are a web based company, and as such do not advertise a phone number - you may ask why so please let me try to explain.
We want to be able to make sure your query is answered to your satisfaction - using email (which feeds into our tracking system) means we can make sure that happens and nothing get's forgotten or overlooked
The person with the knowledge to answer your question isn't always available immediately on the phone. If support is via email then a 5 minute wait isn't as painful as it would be on the phone.
With email, nothing gets lost in translation. If we need to pass on your query to someone more knowledgeable in the company, we have your exact original query
Our boss is obsessed with making sure all support requests are answered quickly, professionally and correctly. He can't listen to hours of telephone recordings, but he can (and does) look through the support system regularly
If we did provide telephone support, we'd need to increase our prices - we don't want to do that.
We know people get frustrated with email support as some companies often take days to reply and then don't even answer your question fully.
As email support is the only option, we're fully committed to making sure you get a very quick and very helpful response.
Please give it a try and we're sure you'll be pleasantly surprised.