FAQ and Trouble-Shooting

Can I get telephone support?

Pollen Software does not currently provide telephone support. This is for various reasons:

• We have found in the past that recipients of telephone support often forget the detail of the answer provided over the phone. In fact, they will not uncommonly remember false information.  Email gives people a documented copy of our answer, including technical instructions they can refer back to. This minimizes the amount of return contact and client frustration. The documented support also provides both parties with a clear historical record of support given.
• Telephone support is very time consuming. People often expect us to guide them through a process, or wait while they retrieve information, explore some avenue, or even set up software. This is outside the scope of our support, and we cannot afford the time this would entail.
• Telephone support is costly. We are located in Australia. We cannot afford to offer telephone support to most users, who are located overseas. On top of this is the issue of time zones, and we could never afford to offer trained telephone support personnel 24 hours a day.
• Offering email support allows us time to consider a case, but when working on telephone support we need to give answers quickly. Therefore we can offer higher quality support, with more detailed and well thought out responses, when dealing with email queries.
• In general we have found email to be a more reliable, precise, efficient and cost effective solution to offering support to our users. We would need to raise the cost of our software many times it's current price to cover the expenses of telephone support, and the end user would receive a lower quality of support as a result. This would be insupportable and would unfairly punish the bulk of users, who never find the need to contact support.

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