With the holidays approaching I wanted to let all of our customers know way in advance what to expect from Stardock Support/Sales.
- Support and Sales will not be present on November the 27th or the 28th for the Thanksgiving weekend.
- Support and Sales will be present on Monday December the 22nd.
- Support and Sales will be present on Monday December the 29th.
- Support and Sales will return to the office on January the 5th to resume normal support duties.
Phone support will be suspended on both of the December dates. The two days scheduled during the holiday vacation is to stem the tide of incoming support troubles and better assist our customers.
For the Tuesday - Friday of those same weeks in December support will not be formally present.
However members of staff may pop in to the forums or answer email through the holiday weekend. You are likely to get some replies or some support through that time but it is not guaranteed nor is it required by our staff members.
Even with the extra days being staffed on email support there still may be delays once we return in January as we answer the large amount of email. At that time I will update as best as I can until we return to normal status.
A few notes to assist you during the vacation:
- Please don't send in multiple responses as this resets the ticket time on your email. It will force it to the back of the line and support works first-come-first-serve. However if you have fixed the issue or have new information to provide feel free to send a reply to the automatic response that you received from the first message. If compose a new email there will be multiple ticket and we will not necessarily see the history of your replies or ours.
- Please post your troubles in the forums as well as support@stardock.com. We are very proud of our community and both user and staff alike may offer you the help that you require.
- If you do not receive an auto reply from support then we did not get your message for one reason or another. A list of possible reasons should be sent to you. If you receive nothing then you may need to check your spam filters to see if the @stardock.com domain is allowed. This is important as we don't want anyone waiting for a reply needlessly if support will not be issuing a response.
- If you need to retrieve any of your account information please do so through here:
https://www.wincustomize.com/myaccount.aspx?
You may need to log into your account before using this link.
If you have any questions please let us know here!
Seabass and the support/sales team.
