Guidelines for Phone
Support: Phone support is provided 9-5 Eastern Time, (M-F). The phones are answered by studio personnel. Studio time is very precious. We kindly ask that questions be limited to items that
can not be found on the Web site. There is ample information on the site about
(including a price calculator), services
offered, processes and policies,
Order Tracking System
and automatic email notifications). Inquiring about the status of an order? Use our
Order Tracking System
instead of calling. Thanks.
Guidelines for Email
Support: Please read the Web site information before emailing. We answer email questions about items that can not be found on the Web site. We will answer your initial email plus one follow up. Will our return email reach you? (we will be unable to fill out spam-blocker approval request forms).
Guidelines concerning Turnaround
Time: "Normal" turnaround time depends on the service ordered
(audio conversions: about two to three week; video conversions: about
one week or less). RUSH
Services options are available.
"Normal" turnaround time is an average. Like a busy Interstate, we have peak times, traffic jams and light traffic days. Just as on a highway it is not productive to get stressed out or to yell and scream when the traffic is heavy, it is not productive to get stressed out if an order is caught in traffic and is not completed in the "average" turnaround time. It is in everybody's interest that each order is processed carefully. Phone or email inquiries about the status of an order clog the system and slow down everyone's order. Our on-line Order Tracking System provides detailed information, is free and automatic. (Please note that the STUDIO PROCESSING phase is the longest, and occasionally orders spend what seems like a long time there) We kindly ask our customers to use the on-line Order Tracking System instead of calling for status updates. "Normal turnaround" too long? Use our
RUSH Service for
1 week or 72 hours turnaround time.
Email Communication: It is essential that we have good email communication with our clients. Email is our preferred form of communication. Because of various email filters we are having increasing trouble communicating via email and you may never see our email answer to your question. Please be sure to open a clear path for email from our domains to reach you (we will be unable to fill out spam-blocker approval request forms, etc.). Incidentally, we do not maintain or sell mailing lists, so you do not have to fear that we will use your email for SPAM.
Please only send orders with
payment. Please do not send orders
without payment or with the annotation "call me for payment".
Although we appreciate all orders we receive, orders that commit
us to making phone calls or writing emails/letters require
additional resources and will be charged a $14.25 admin fee for collecting payment
Please do not send orders with the annotation "call me
Although we appreciate all orders we receive, orders that
commit us to making phone calls or writing emails/letters require
additional resources and will be charged a $14.25 admin fee.
If you have special issues or concerns it is best to contact us
(by email or phone) and clarify your issues or concerns before
sending in the order.