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We'll tell you how to contact us at the
bottom of this page - but first please
read the following...
If you're a full member we're happy
to hear from you ...please use the special priority support email
address we informed you of when you upgraded. If you email that
address then it gets flagged and diverted to a separate queue
where hopefully we can help you much more promptly. We can't give
this address out here as it will get inundated with
spam!
General Help/FAQs is where we answer
Frequently Asked Questions about our system e.g.
'Help! I can't log on...', 'How do I
send emails?' 'What's a favourite member', etc, etc. We also answer the
question "How do I get started navigating around the site".
>>> Please read these first <<<
Before you Contact
us (for help/support):
- We'd really appreciate if you read
FAQs first. It is
good 'Netiquette' (Internet Etiquette) to always check the site
FAQs before emailing in (this applies to
any internet site). Most people's questions/problems are answered here.
- Checkout the ' Options' page - we've made the site
so that you can administer most aspects of your account yourself.
Members can suspend/reactivate/terminate your membership, opt out of
emails, change your email address and password, etc., etc.
- Checkout our
Support 'Forum'
. Here members help
each other use the site. Perhaps someone else has already written
in wanting to do what you're wanting - and another member has
answered them.
When you do Contact us
(for help/support):
- Make sure you quote your username on emails.
- describe explicitly in detail on your email what happens and what
the error message says. If possible send us a screenshot of the
error
Good: "When I went to the 'Send a
Message' page last night I tried to send messages to 'pinotnoir' and
'zinfandel'. On both occasions after pressing the send button I got
an error message which said 'Timeout connecting to destination
mailserver'. My username is 'Chardonnay' - I'm using Internet
Explorer 6.0 on a PC from home.
Bad: "Can't log in - please help!",
"Site doesn't work - what's up???!!", "Profile doesn't save", "Messages
don't send" "Can't see my messages", etc.
Ambiguous
reports of problems are frustrating for both you and us - we simply can't
help you if we don't have the details. Result =
delay in getting you sorted.
We do our best to help all members but if you're
a free member please
note:
- The site is a self service system
whereby you should be able to do everything for yourself
- Due to the large volume of email we
receive we often cannot reply to you as promptly as we would
like
Over 90% of emails reporting 'problems' with our site turn out to be due to problems
at the member's end - e.g. something to do with your browser/computer/internet connection. We do our
best to help but simply haven't the resources to
offer tech support/handholding if you've a general computer problem
(e.g. privacy software/virus checker/firewall) We expect you to have a working browser
(Explorer 5 or higher, Firefox 2 or higher) +
reliable Internet connection to use our site.
At last - our
contact details
...you have read our FAQs, haven't you?
Full members please ignore the below and
use your secret priority address for all urgent/important
matters
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