Support
Specification | Instructions | FAQ and help | Thanks
Email support is generally available between 8am and 10pm, please contact us first through info@electricalquals.com before seeking out phone numbers. Support issues via email can be solved far more quickly and securely than telephone calls.
IMPORTANT PLEASE NOTE!
Some email providers and email clients view the automatic email response containing the serial number and download address as spam or junk and treat it accordingly. Offenders are Hotmail, MSN, AOL, LIVE and BTInternet as well as Outlook and Outlook Express. If you do not recieve an automated response within an hour, please email us immediately and we will forward the relevant email on as soon as someone is available.
Please read the FAQ below before contacting us.
Although we have thoroughly tested this product, we appreciate there may be errors and perhaps difference of opinion. Please contact us, we are more than happy to discuss the CD and any issues that may arise.
The CD is designed to run cross platform and on any system. In certain cases you may need to have the Java runtime installed on your system although this has been catered for as part of the CD. Performance solely depends on the specification of your machine.
Specification
Operating Systems
- Windows 98
- Windows 2000
- Windows XP
- Windows Vista
- Mac OS X 10.2.x and later
Minimum Hardware
- Pentium or AMD 1GHz or greater
- 512 MB RAM (Recommended: 1 GB RAM for Vista users)
- Macintosh computer with an Intel x86 or PowerPC G3, G4, or G5 processor
- 256 MB RAM (Recommended: 512 MB RAM or greater)
- CD or DVD drive
Instructions for use
Important
Ensure you have an active internet connection
Then...
- Insert CD into drive
- If you do not have Java installed, please be patient as it initiates. This can take some time.
- When prompted, enter serial number located in CD case
- Follow instructions on screen
- Practice away
Please note that this product requires an active internet connection to authenticate the software. In case of difficulties, please ensure you send as much information as possible such as your operating system and if possible your CD drive make, processor speed and amount of installed RAM. This software uses Java technology. Always ensure you have the latest updates for your operating system installed.
FAQ
- Why are the CDs so expensive?
- My CD hasn't turned up
- The CD fails to run
- The CD still fails to run
- I have tried all that, it still does not work
- I have installed the CD on my home computer and it works fine. When I try to run it on my laptop, it will only run in limited mode, why is this?
- My email hasn't arrived
- My email still hasn't arrived
- My email still hasn't arrived
- No details through Google Checkout
- Can I contact you via the phone?
- How fast can I expect a response?
- Do you offer discounts?
- What about buying for use in a college?
- Some questions on the CD are wrong
Q: Why are the CDs so expensive?
A: Production time, postage costs, packaging costs, transport costs, increasing electricity costs and daily trips to the post office to name a few reasons. We offer both CD and download as we know that some people prefer a physical product but from a financial point of view, we lose money on every CD we produce. This money has been balanced by downloads but we can no longer afford to offset one against the other.
A: Postage, packing and delivery is included in the price and all packages are posted first class. Sometimes, orders may take up to 3 days to be dispatched due to logistics. If you would like to recieve the product earlier, we will post recorded delivery but will levy an additional charge for this service. If you have not recieved your product within 7 days, please contact your post office first, then us directly via email. We record all proof of delivery, addresses and serial numbers for each individual order.
A: Please be patient. The CD uses the Java programming language. If you do not have Java installed, the CD contains a version which must be loaded into memory before use. This may cause a long delay when you first run the CD.
A: Explore your CD drive (via "My Computer" or similar, right click and select "Explore"), locate the file called "AthenaPlayer.exe" and double click that. Some CD drives do not have Autorun enabled, this process bypasses that issue.
Q: I have tried all that, it still does not work.
A: Explore your CD drive (via "My Computer" or similar, right click and select "Explore"). Do you see any files? If not, then contact us directly and we will replace the CD.
Q: I have installed the CD on my home computer and it works fine. When I try to run it on my laptop, it will only run in limited mode, why is this?
A: Please refer to the terms and conditions. The CD is sold on a single person or single machine volume license for colleges only. After the CD is activated on a machine, it will not run on another. If you require additional licenses, then please contact us for bulk discount rates.
A: Please check your junk/spam mail filter. Some email clients like Yahoo and Hotmail may think that the email is some sort of spam.
Q: My email still hasn't arrived
A: Please make sure that the email address you use for PayPal can recieve emails. We have had several cases of people using emails that are no longer current hence they have not received their confirmation emails. Please also check you have entered your email correctly. To reply instantly, the system is automated and will not recognise incorrect email addresses such as bambilovin1988@hoatmail.co.uk (sic)
Q: My email still hasn't arrived
A: Please contact us with your details including the product purchased, your PayPal email address and the date you purchased the product. We endeavour to supply the necessary information within 12 hours of purchase.
Q: No details from Google Checkout
A: The details are on the last page of Google Checkout after your card has been processed as below
Q: Can I contact you via the phone?
A: Preferably not. Only in extreme cases is it necessary for telephone contact and then only after email assistance has failed. Providing a telephone contact is expensive and would increase our costs, meaning essentially it would increase your cost as a consumer. Electrical Quals are also involved in assessments on the C&G2391, the C&G2330 and the C&G2356 NVQ Level 3 so may well be occupied with students and may not always be able to take a call. We have also had phone calls at 2am, 3am and 4am before and being as the business is run in a family residence it can be somewhat annoying.
Technical support issues should be addressed to support@examsoftware.co.uk. or info@electricalquals.com Please give as much information as possible, simply emailing with comments like "it won't work, please help" is not going to get your query solved particularly fast. Emailing us with the transaction ID, serial number, purchasing email address and actual product results in technical issues being solved in a fraction of the time more scant emails do.
Q: But what if it's urgent?
A: Preferably not again. Email support is still the fastest and easiest method of resolving any issues due to immediate access to all the information on our systems. Telephone support costs both parties and takes longer to resolve. Only in the event of all else failing will we use telephone support. If you need the software for an exam, we recommend purchasing well in advance.
Q: How fast can I expect a response?
A: Within 24 hours should be expected. Usually contact is made within a couple of hours depending on how busy we are. Support is usually dealt with between 8 am and 9.30 pm although on weekends this may be down to once a day. Peak periods, usually January to July might see delays in replying, we ask for your patience during these busy periods.
A: Yes of course. As with any product, costs decrease with larger orders. Please contact us if you wish to purchase in quantities of 5 or more for an individual quote.
Q: What about buying for use in a college?
A: Of course. We offer machine specific licenses for colleges, again the more you order the cheaper the cost. Please email us for a brochure and price list. Please note, only academic email addresses (ending in .ac.uk.) will recieve a response to this request.
Q: Some of your questions are wrong?
A: We pay good money for external factions to proof read and check all exam content. If you think a question is incorrect, please contact us. If you are right, we will happily refund you your purchase. We are always on the look out for reliable proof readers, if you think you can help, please contact us. We also put our software out to public scrutiny via the IET forums as a backup for professional proof readers. After all this, we are all still only human (I write this as the 17th recieves it's first update 3 months after it's release, correcting obvious mistakes) so please take this into consideration when contacting us.
Many thanks for buying
The CD should reach you in excellent condition. Should any difficulties or problems arise from the use of this CD that can't be resolved above, please contact us directly at info@electricalquals.com.
We’d like to thank you for choosing Electrical Quals and hope you would consider us again in the future. As ever, if you like the product, please tell others, if you don’t then please tell us.
Enjoy and best of luck.
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