Free From Issues Phone Support FAQ / Policy
Sign Up For A Phone / Skype Support Session Today
Last Updated: March 30 2011
Who will I be talking to during my Phone / Skype Support Session?
You will always be talking to DevonK (Free From Issues Creator) directly.
What topics can I talk about during the Phone / Skype Support Session?
In general you can talk about anything you want. The Phone Support Service is offered to help you get direct one-on-one help in whatever way works best for you. However, as issues are commonly tied to many different things it's important to be able to discuss whatever you feel you need to talk about.
How do I get the most from what you have to offer?
To get the best possible benefit from this service you should start by reading any of the Free From Issues Guides that deal with the type of things you want to talk about. From there, head to the Free From Issues Blog and spend some time reading the various posts that appear there. Then finally come book an appointment for more direct one-on-one help and support
What's the difference between an In-Person and Phone / Skype Support Session?
Aside from the potential to book half-hour sessions instead of full hour, and that you are not sitting directly in front of the person you're talking to, everything else is the same.
How do I know I will get my money's worth from your services?
Unlike many others, we provide a large amount of knowledge and information for free on the website to help you get started. More than that, the information provided is "complete" - meaning you don't have to pay to get the rest of the knowledge (it's all provided up front for free). The Phone Support Services we offer are there to provide one-on-one support so you can deal with your issues in your own unique way - something you just can't get from a blog post.
How do I book an appointment?
To book an appointment complete the Phone / Skype Support Session Form. As part of the form you can specify four separate dates and times that you would like to book the session. If one of your times is available, an invoice will be sent to you for that session. As long as the invoice is paid for in full before the booking expiry date, your appointment will be booked. In the event that no appointment times you selected are available, we will contact you directly and work with you to find an appointment that works for you. Finally, once payment has been received in full, a final confirmation e-mail will be sent to confirm / verify the appointment details.
When do you book Phone / Skype Support Sessions?
We normally book Phone / Skype Support Sessions from 10 am to 10 pm our current time every day of the week. Note: Our time is displayed near the top right of every page.
How far in advance can I book individual Phone / Skype Support Sessions?
We will allow you to book individual sessions up to two calendar months in advance of the actual session. As always, appointments must be paid for in full before bookings can occur.
How do you arrange appointments when people are in different time zones?
All appointments are booked based on Alberta Canada time (-7 hours GMT and include Daylight Savings Time). To ensure you know how our time zone relates to your own, a clock featuring our time is displayed near the top right of every page.
Do you have gift certificates so we can give your service as a gift?
We don't do gift certificates because of issues with tracking, forgery, etc. However, we are happy to arrange an appointment with the person you would like to give the service to as a gift. Once an appointment is booked with the Gift Recipient then we will send you the invoice for the appointment. All you have to do is tell us the contact info of the person you want the service to go to, how long a session you're looking to offer, and your own contact info. We will then take care of everything else.
What happens if I need to change the phone number I want to be called on?
If you want to change the phone number all you have to do is E-mail us and let us know what number you want to use. As long as it's in the same region (US, Canada, Etc.) there is no difference in cost. Once we get your E-mail we will reply and let you know that we have made the change.
What E-mail address should I use when I want to make changes or ask questions?
If what you want to ask is in connection with a booked Phone / Skype Support Session you can use the same E-mail address of the invoice or confirmation E-mail. Everything else should be directed through the Free From Issues Contact page.
How much does a Phone / Skype Support Session with you cost?
Phone Sessions are $50 CDN and Skype Sessions are $60 (North America phone numbers) and last 25 - 30 minutes. To arrange sessions in other Countries / Areas additional services charges apply - Contact Free From Issues To Find Rate. All sessions must be paid for in full before bookings can occur.
How do I pay for the appointment?
Currently the only option to pay for the Phone Support Service is through PayPal. In the future other payment options may be available. To book an appointment please visit the Bookings Page.
What happens if I pay for an appointment after the invoice expiry time?
In the event that the appointment time is still available at the time of payment we will still book you for that appointment as normal. If the appointment time has already been taken by someone else, then we will contact you to try and arrange a new appointment time. In the event that no other appointment time can be arranged your money will be refunded less a $10 administration fee.
How can I control the cost of the Phone / Skype Support Sessions?
Since Phone / Skype Support Sessions are booked and paid for in advance there are no extra costs or fees associated with the call. You decide in advance what your budget is and can work within in to arrange sessions.
Do you guarantee the results of your services?
The only person who can guarantee the success of the services we offer is you. If you put in the time, effort, and commitment needed to make things happen, then it will. If you don't truthfully do the work needed to succeed then you won't - it's that simple! All we can do is help you figure out where to focus your efforts, provide tools for you to work with, and offer support to help you succeed.
What happens if I'm not there to take your call at the appointed date and time?
If you are not available when we call for the appointment we will wait a short time and call again two more times. If you answer the phone on one of the three attempts, your appointment will continue as if you answered on the first call. That means you may lose one or two minutes from your booked time. If you do not answer the phone after the third call you will still be charged for your call up to a max of $45. In the event that there is any money left over it will either be refunded to you or may be used towards another session (at your discretion).
What happens if we get cut off for some reason during the session?
In the event that our call gets cuts off for whatever reason we will try three separate times to reconnect. If we can't reconnect then the call will be charged based on the actual amount of time used for the call up to the point of disconnection or up to a max of $45 (whichever is greater). At that point the call will follow the same policy as if it wasn't answered. If the connection is re-established then the call will continue as normal (you may loose a small amount of time depending on how long it takes to reconnect).
What happens if there's a technical problem on your end?
If there is some technical problem on our end that prevents us from calling within five minutes of the appointed call time then the appointment may be re-booked in full at another time within three weeks. If we call within 5 minutes of the appointed call time the call will begin at the connection time (not booked time). If you choose to cancel the appointment entirely the normal cancellation policy will apply.
What happens if someone else tries to book the appointment before I pay for it?
Once you receive an invoice for an appointment time it will be held for you up to the invoice expiry time (listed on the payment invoice). As long as you pay for the appointment before the invoice expiry time the appointment will be yours. If you fail to pay for the appointment before the expiry time it may be given to someone else.
What happens if I need to cancel my appointment?
If you cancel your appointment with a minimum of 72 hours notice (3 days) you can transfer your entire appointment to another day within two weeks. If you need to totally cancel the appointment, or no other appointments are available within two weeks, you will be charged a $20 cancellation fee. If you cancel with less than 72 hours notice you will be charged the full $50 / $60 call fee. In the event that there is any money left over it will either be refunded to you or may be used towards another session (at your discretion).
What happens if I re-booked and appointment and need to re-book it again?
If the Phone / Skype Support Session has already been re-booked once before then the appointment will be cancelled under the normal cancellation procedures.
What happens if you can't get hold of me to refund any money owed?
In the event that an appointment was cancelled or missed and money is owing we will contact you via e-mail to determine what to do with the funds. Remaining funds may be refunded or used towards another appointment. If we do not receive a response from you in regard to the remaining funds, they will be refunded within fourteen days of the appointment / cancellation date through the original payment method. In the rare event that we can not do either, money will be held for an additional fourteen days in the hopes you will contact us about the remaining funds. If that has not occurred then all remaining funds will be forfeit.
What information do you collect and how do you use it?
The information we collect is shown directly on the Phone Support Contact Bookings page. We don't need or collect any payment information - all such information is collected by PayPal. We use the information collected to arrange each session and document what was talked about for easy reference on future calls. No information is stored on an online data-base or other online storage system. All information is transmitted directly via e-mail or phone (may include VOIP phone systems). We do not share your information with anyone else for any reason.
What happens if something happens that's not covered by the FAQ / Usage Policy?
In the event that something happens that we have not covered in the FAQ / Usage Policy, then all issues will be settled either through mutual agreement of follow the law as set out under Alberta, Canada Law. Any and all legal issues must be settled through the Alberta, Canada Courts.
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FAQ, Usage Policy, Prices, and Services Subject To Change Without Notice
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