Our Premium Support Service consists of up to a 30 minute technical support phone call (by appointment) or a premium data service (such as converting a text file so that it can be imported into our song book software). Support is provided by an expert with 20+ years experience in software development. We do not make you talk to a customer service or lower tier support person who can't solve your problem - you get direct access to the expert!
For details, please review the answers to these FAQs:
Yes, we include
virtually unlimited email based support
with all our products (within reason). Premium support is for customers that prefer support via telephone, who would benefit from an expert connecting remotely to your computer for demonstration or troubleshooting, or require a specialized technical service such as creating a custom song book layout or converting an Excel spreadsheet into a song book.
Yes! We use the GoToAssist software to connect remotely to your computer and demonstrate what we are discussing on the telephone. We can get you up and running very quickly.
You are paying for the un-divided attention
of an expert level technician
for up to 30 minutes
. An expert will help you with any questions or problems you have (which are covered by this service) until the time runs out. If more than 30 minutes is needed, you can purchase additional support incidents. The price is the same even if less than 30 minutes are needed to address your questions.
In short, the fee covers our expenses for providing the service which are much higher than one might suspect. We have to pay for the costs associated with telephone services, remote connect software, expert level technician time, etc.
The fee we charge does not cover 100% of our expenses which is why other companies offering a truly similar service charge up to $100 or more. Please note that companies offering a "free" customer service phone department are not
offering a comparable service. Customer service technicians are never experts, they usually follow a canned "checklist" and can't help if you get "off script". Our service puts you in direct contact with an experienced programmer and computer technician that fundamentally understands software and computers. This makes a tremendous difference!
Our premium telephone support is by appointment only (usually same day - but this is not guaranteed)
as opposed to support emails
which we can usually answer within a few hours on business days (this response time is approximate and also not guaranteed)
If your questions are relatively simple, you'll probably have an answer more quickly by simply emailing us your questions and waiting for a response or reviewing our extensive FAQ
. If your questions are difficult to explain via email, or you'd rather not deal with email, our Premium Support Service is the way to go.
We can generally help with the following:
- Normal use questions on all of our products (i.e. how do I burn a CD+G disc, etc) even if you purchased the software elsewhere.
- Troubleshooting of problems with using any software program we sell as long as the problem is not caused by a "bug" or "defect" in the software. Such problems cannot usually be fixed during a short phone call.
- Help with unlocking any program you have purchased from us if you're unable to unlock it on your own.
- Professional advice on how to set up a digital karaoke show. We can answer general questions and some specific questions - but we will likely not be able to recommend any specific products we don't sell (i.e. microphones, mixers, etc).
- (This list is not inclusive).
We are typically unable to help with the following issues:
- Problems caused by bugs or defects in a software program. We might be able to help you work around such a problem, but it should not be expected that we can fix the problem as part of this service. If there is a bug or defect in a Pilot Karaoke program (e.g. Pilot Song Book Creator) we will fix it in our next scheduled update.
- Anything related to a karaoke program we do not sell.
- Burning CD+G discs using Power CD+G Burner with a drive we do not sell. We can answer general questions, but the problem turns out to be an incompatible drive, the only solution will be to purchase a compatible drive.
- Resolving most compatibility issues not specific to our software. (i.e. If another driver or program installed on your computer is causing a problem with our software we may not be able to resolve it.)
- Problems related to downloading music from our Tricerasoft Portal. Only Tricerasoft can help with these problems.
The following are examples of what we can help with:
- Converting an Excel Spreadsheet to a Pilot Song Book Creator data file.
- Converting some text file based song lists to a Pilot Song Book Creator data file.
- Creating a custom song book layout design.
- Certain types of special processing on Song Book data files.
- Some recovery services of song book data files. If the recovery service is needed due to a bug in the software, we will do this at no cost if it is possible.
- Have something else in mind? Contact us to see if we can help!
Phone Service Details
Phone service is typically available Monday through Thursday
(Pacific Time) to 7PM
(Pacific Time). When your Premium Support Service order is received, we will schedule you for the next available appointment time. Whenever possible, we will schedule you for the same day but this is NOT guaranteed.
If you have your own limitations on availability you MUST specify this on order notes or by sending us an email to avoid delays in establishing an appointment time!
, but you should contact us prior to purchasing the service to establish when we would be able to assist you. Because we are providing an expert for this service, there are significant limits on the time of the expert (due to other commitments) but we will work to overcome any differences in schedules whenever possible.
All appointment times are scheduled manually but you should expect an email
with your appointment time within about 3 hours of submitting your order
(sometimes sooner, sometimes longer). Remember, if you have limited availability
, be sure to mention this in the order notes
to avoid us scheduling an appointment time at a bad time for you.
We will respond via email
with your appointment time to the email address associated with your order
. For this reason, it is critical your email address is entered correctly
! In addition, for the best possible assurance you will be able to receive our emails - do not use a free email provider
such as "hotmail", "yahoo", "gmail", etc. These providers have overzealous junk email filters and may block legitimate emails from us.
If you do not receive an email receipt
of your order within about 10 minutes
of placing it, we may not be able to communicate with you
and you may never receive the email with your appointment time! Please be sure to add "@pilotkaraoke.com" to your safe senders list to ensure you will receive our email.
If the next available appointment time is the same day, then yes it will. Typically, unused appointment time slots are closed each day by 5PM (Pacific Time) so if you get your order in prior to that, there is a good likelihood the service will be the same day. (Note: service is not normally provided on Fridays, Saturdays, Sundays or Holidays)
Same day service is not guaranteed
, but will be available whenever possible.
Just contact us and let us know what your availability is. We'll schedule you for the next available appointment time within the constraints of your schedule.
Unfortunately not. The scheduling limitations of this service are due to the fact the our expert service provider(s) cannot be dedicated to providing this service alone and have other commitments. If you have pressing needs for help, usually the fastest way to get it is to contact us
At your designated appointment time, call 1-360-539-6859
This can happen occasionally so don't be alarmed. Just leave your name and number and the technician should return your call within a couple of minutes.
No. We cannot reserve an appointment time for you until you make your purchase for the service through our secure shopping cart on our web site.
You must call us at the designated appointment time. To help ensure you get the most out of the limited time available for these calls we ask that you call us at the designated time to ensure you are ready to go. We will not
call customers at the designated time.
No, all orders for any products or services we offer must go through our web site. This is to ensure your privacy and security as our web site is the only way to guarantee your credit card information is safe and secure.
If anyone speaking to you on the telephone claiming to be a representative of Pilot Karaoke asks for your credit card information, it is fraudulent! Hang up the phone immediately!
Data Service Details
Usually within 24 hours
of the time we receive your work request and have resolved any questions we have regarding exactly what work will be done. For custom song book layouts
, please allow up to two weeks
for this work to be accomplished. (Usually much sooner).
Customer Serice Policy
No. Do to the wide variety of reasons people will use this service, we are unable to guarantee this. We do want you to be satisfied with our service and will work with you to ensure you are (within reason).
Keep in mind, what you're paying for is the time of an expert level technician (at a significantly reduced rate over what this time would normally cost) much like hiring a mechanic to work on your vehicle or a handy-man to work on your home.
In some cases.
You are entitled to a full refund at any time prior
to the service being provided. Once the phone call or data service work begins, refunds will only be provided on a case-by-case basis. Due to the very wide variety of reasons people will use this service, we are unable to guarantee we will be able to solve your problem or answer all your questions
It is important to us that you are happy with your service and you feel you got your money's worth so if the service takes place and you're not completely satisfied, please let the expert know and a full or partial refund will be considered at our discretion.
If (in the honest opinion of the technician) the problem you purchased the service for was due entirely
to an issue beyond your control (i.e. unable to get the software to work for you due to a bug in the software or a defect in a drive purchased from us, etc) the cost of the service will be
You will be entitled to a full refund as long as the phone call never takes place and you request the refund within 30 days of purchase..
To remain entitled to a refund for an unused appointment, you must let us know via email or a phone message
when you determine the appointment is no longer needed at least 30 minutes prior
to the appointment time.
If, for whatever reason, our expert technician will be unavailable for an extended period of time
on days where the service is normally available - we will mark the item as being "out of stock". You can still purchase the support incident, but it should be expected that the appointment time will be out several days (possibly up to a week or more).