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| Who handles Customer Service? |
| Kali (kali@slpublishinggroup.com) handles Customer Service (CS) and is the beginning of our Customer Solution Cycle. Usually, she can resolve your issues by herself; however, if need be, she will refer your problem to the correct person to get your issue resolved. |
| What does CS use to confirm your identity? |
If you have been a member for 2 months or longer, the system was only collecting:
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| What should I do before emailing Kali? |
First should you check the FAQs for an answer to your question before emailing her. If you can't find the answer there, check the Site Issues, Suggestions and Solutions page of the forum. If you still can't find the answer, then you will need to email Kali. Make sure you tell her that you checked the FAQs and the Site Issues, Suggestions and Solutions pages for the information you need then tell her your issue (along with your name, login, password, links, and any necessary screenshots). Telling her this will prevent her from duplicating FAQ/Site issue entries. When typing your issue, do NOT type your entire message in caps. Kali can NOT read all or mostly caps messages. After you've sent your email, check your email frequently for responses as questions may be emailed back. Kali usually answers within the day but at times life catches up to her and she may take a day or two. |
| What information does CS need to resolve my account related issue quickly? |
CS needs your RL name, your screen/login name (or your preferred one for new customers), the details of your problem in normal type (don't type in all caps ever) and for you to check your email frequently enough to respond to any messages sent. Your RL name and email address are used to confirm your identity if you haven't provided any other methods of doing so. Please note, that it is always better to send CS your snail mail address, an alternate email address, and a secret question with an answer before you get to the point where you need those to reclaim your account because you changed your email, your email was hacked, or any other sort of situation that might result in the loss of your account. We also need you to CONFIRM that your issue is resolved after we resolve it. |
| Kali's email address is bouncing. Now what? |
If Kali's email address at kali@slpublishinggroup.com is bouncing, she does have an alternative email. This email address should only be used if you wait for a time and fail to send the message three times in a row or Kali asks that people use that email address because this email address is not checked regularly and many messages end up in spam so they get deleted in 30 days. Having said that, the email address is kali.slpublishinggroup@gmail.com. Again, use this only if the other account bounces three times or she asks people to use it. |
