We try to respond to emails as quickly as we can, and generally do so within a couple of business days. But, every so often we get a series of emails (or a phone call) from a customer or person who has been trying to contact us, and who says they are not getting a response. Typically, and understandably, the person is annoyed and frustrated because all they want is an answer to their question. The most difficult thing is that in these cases, we already have responded to their emails, but the person is not receiving our replies.
So what happened?
The most common cause is anti-spam software or filters. Anti-spam tools can be very helpful, but many of them, occasionally will place legitimate email into a spam folder. So check your spam folders!.
Another common problem is that the person has some sort of problem with their email that they are unaware of. Either their outgoing emails are not actually being sent but are disappearing into a black hole, or they are not receiving some or all incoming emails. A good (but not complete) check is to try exchanging email messages (sending and receiving) with a friend who uses a different ISP or email provider. It’s also a good idea to include alternate contact details in your emails if possible, and if you really think you are not getting replies to all your emails, trying signing up for a free account at Hotmail or Yahoo! Mail, and send another message from there.
Lastly, although we don’t use spam-filters, it is possible for us to miss a legitimate incoming email, or very rarely for technical problems to occur with email. So please always use an appropriate subject line in your emails, and if you don’t receive a reply to an email to us, please don’t be afraid to resend it.
We’ve summarized these and related issues in a box on this page, and we will be adding similar information to all our product web sites.