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Phone Messages
You received a toll free phone number when you ordered. This phone number also has extensions for residence students and dealers. If you are and ONLINE customer, please do NOT call the customer service number until you are licensed, as your messages will not be received, and you will not get a response. Due to many licensure requirements, trade association agreements, and validation regulations, your communications MUST be documented by email before you are licensed, which helps both your advisor and your validation/ reference and association records. Many organizations have phone reps in India or the Phillipines, and you get a different rep each time, who knows nothing about your file or situation. When you email with your CSR number in the subject, you get your own PERSONAL ADVISOR, who knows your situation, or who can research any questions or problems. This is also reflected in our great online prices-- lower than any other online provider anywhere for what you get in benefits. We'd rather spend our time wiring you up with our dealer network, customers, bonding underwriters, associations, trade references, wholesale purchasing, and other benefits, than paying a phone bank service in India!
If you become a dealer, get your FFL, attend a physical course, etc. you will get a phone rep, as all licensing and regulatory requirements will then be met. In addition, when you fax us at our toll free fax number, we respond to your trade partners and selections by validating your certs and providing references and wholesale account verification. The toll free customer service number refers you to this site if you are still a student, and if you've been frustrated with communications, it's because our emails are likely going to the wrong email address, or into your spam folder, or your box is full, or you ordered with someone else's email, and didn't realize it, or you're not using your CSR ID in the subject.
Other frequent problems come from customers who forgot they had an old Google account, and we got an old email address you don't even use, or check, or have anymore! Sometimes you've put three or more emails on Google or other ISP's, and we were referred to one that you no longer use. AOL is notorious about putting things into spam. Charter will bounce our emails if you don't have us in your address book. Hughes puts some spam into a folder you can't even see. AIM has some JV's with AOL and if you didn't "validate" your login, you miss a bunch of mail without even knowing it came. Earthlink is absolutely the worst with their "email us to get through" spam filter if you don't add Mail@e-psu.com to your address book.
Gmail's spam system is very new and many emails with attachments don't get through. Cable providers like Qwest, Verizon, Road runner, etc. are very fast, but many have barracuda spam programs that absolutely require anything with an attachment (such as a course or site enrollment ID password!) to be in your address book to get through. FREE mail services (like Hotmail and Yahoo) have limits on attachment sizes for some of the larger more photo intense courses (eg: marine combat), but are generally good unless you don't check your spam folder often or have a full email box.
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