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General Support Guidelines
If you need support
Before you compose an e-mail or reach for the phone please make sure you have looked through the Help file first. If
you have a question that the Help file doesn't answer, or are reporting what appears to be a bug then we will be
pleased to hear from you. But if it is a question that is answered in the Help file then all we will do is point you
to the relevant section, and you will just get an answer a little bit slower. This is not meant to be awkward, but we
try to keep our costs down to allow us to produce this high quality software at value-for-money prices. Answering
support queries is an expensive undertaking. After all, some of the major software companies either charge for support
or provide it on premium-price phone numbers. We don't want to have to do that.
OK, so the answer is not in the Help. What now? Check the Knowledgebase
Check the Macro Express website for a searchable knowledgebase. Enter keywords about your issue into the knowledgebase
and applicable solutions will be listed.
Make sure you have the latest version
If the answer can't be found in the knowledgebase, then click on the Help | About menu item of the
program to determine the version you are running. Then check the Macro Express download page to make
sure you are running the latest version. If someone else has reported the same problem it may already
be fixed. Review the Macro Express Revision History page. If the problem
you are experiencing has already been fixed, it will be in the Revision History. Refer to our Upgrade
Information for an explanation of how to upgrade a licensed copy to the latest version.
That didn't help, what now?
Use our online forms to Report a bug or Request a
Feature. Please review the section on Helping Us Help You for an idea of the type of
information we are going to need and what to send (and not to send) along with your query.
You may Contact Us by e-mail, fax, or mail. You may also contact us by phone between the hours of 8:30 AM and 5:00 PM Mountain Time. Lost your license?
If you have lost your license key (hard disk crash, new computer, etc.), please send your request for another license
to info@wintools.com.
In your request include the name and major version number for the product, and the name, email address and
mailing address you used when you originally purchased the license. If your mailing address has changed since your
original order, please include your new mailing address. This information is needed to locate your purchase in our
customer database so the license can be reissued.
Requesting a Replacement CD-ROM
If you ordered a CD-ROM with your program, and you need a replacement, send an email request to info@wintools.com.
In your request, please let us know which product you purchased, the reason you need replacement disks
and the name of the person that the program was licensed to. This will speed the process of locating
your purchase in our customer database and getting the replacement disks sent to you. There will be
a charge to replace disks lost or damaged by you.
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