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Recently we've been seeing a few complaints from users who have purchased something we've recommended and who've written for support and didn't get an answer. We're very familiar with the products we recommend and endorse, because we use those products too. Every product we recommend and endorse is a product of a company who provides excellent support for their products.

So here are some tips that will help ensure that you get the support you need and deserve in a timely manner:

1. Make sure you use the proper venue for product support. Every company whose products we recommend has support links on their Web sites. Don't fire off an email to support@ or click reply to your order or order confirmation email. It may not be the address they use for support, and some companies, because of spam, don't allow you to directly email them without a support ticket number or some other reference number. Always go to the site first and click the support link. Most companies use support forms for support. They do this because these forms provide them with information that helps them assist you and answer your question. Above all, when filling out these forms, make sure you double check your email address. If you don't type your email address correctly, you won't ever get an answer. And don't use anti-spam tricks when filling in these forms - for instance gail.meyer-at-gmail.com or gail.meyer/@/gmail.com. Use your proper address. Typing your real email in a support form isn't going to generate more spam for you, but it will ensure that your request for assistance is answered.

2. If your ISP uses spam filtering (censorship) - be aware of this: If you write for support and you haven't received and answer within 72 hours, don't fire off a nasty email to the company from whom you requested support. It may well be that your own ISP has blocked, filtered or otherwise censored the answer to your support request. We've seen it ourselves, literally hundreds of times over the years: ISPs who filter (censor) your email cause you more headaches than spam ever will. The best thing to do if your ISP censors (filters) your personal email is to get a Gmail account (or Yahoo or Hotmail) - where you control your own email. While it's true that Gmail (and Yahoo / Hotmail) do occasionally put email in the spam folder that doesn't belong there, you control it. You can (and should) check your spam folder often - to make sure no good email has found its way there. If you find a good email in the spam folder, highlight it and click the "not spam" button. Once you do this, no other email from that sender will ever be dumped in your spam folder again. Make sure you have at least one Gmail account (or Yahoo Mail or Hotmail, if you prefer) and use it as your return address whenever you're requesting support. That is one sure way around your ISPs capricious censorship.

3. Don't expect an answer from a company within minutes. Writing multiple support requests isn't going to get you an answer faster. Don't be discourteous and write support requests every few hours. And don't send the support mail to multiple company addresses; large companies will probably have that sort of email redirected to spam and you won't get a response. It's extra work smaller companies too; most smaller companies do read every mail. Allow at least 48 to 72 hours for a company to respond to your request. While you might not like waiting that long, most companies consider a response within 48 to 72 hours timely . It has been our experience with most of the companies whose products we recommend and endorse, that they will answer your request within 24 hours. Even so, be courteous and allow them 48 to 72 hours before requesting support again.