Customer Support Update February 2021
Posted by Sophie G on 02 February 2021 01:49 PM
Happy New Year to all of our new and existing customers! Like most of the world we are glad to see the back of 2020 and look forward to this year with great optimism.
The 2020 year certainly threw a number of challenges at us as a Support Team. Some of us had to adapt to working from home and our queries from new and existing customers increased substantially. Despite many more calls and emails, our team still managed to respond to all customer queries within 24 hours. We would like to thank all of our customers who contacted us during this period for their patience and support. It has been a challenging time for everyone.
As you may already be aware, our customer pickup service has been put on hold until further notice. This is a precaution we have had to take due to the continuing issues surrounding COVID-19. We appreciate your understanding.
We have introduced a new system for keeping your ordered projects. Most online printing companies do not keep files after your order has been shipped. We have updated our systems enabling us to keep your ordered projects indefinitely. These files are also backed to the cloud. This way you have peace of mind knowing there is a backup of your project allowing you to still order an old project even if it has been somehow lost from your computer. A yearly subscription for this service is only $29.
Alternatively, you can login to your account and cancel the scheduled delete date of your project every six months when you receive the email notification. To subscribe to this service, you can email firstname.lastname@example.org . Online projects that have not been submitted for printing are stored for 6 months with no activity on that project. We will send separate notifications for this before deleting.
Our Support Team are available from Monday to Friday between 9am - 9pm and on Saturdays from 10am - 5pm AEST. If you do need assistance, head to our website and click on ‘Help’ in the top right hand corner, then click on ‘Log in to our help desk’. Here you can view our FAQ, lodge an email enquiry, or chat with us online.
As always, we hope everyone is staying safe during these crazy times and we look forward to another great year in Customer Support!