To prevent spam, e-mail addresses at supermemo.com change every year. All addresses have a form NameYEAR@supermemo.org. For example, to write to dummyYEAR@ in the year 2014, use dummy2014@supermemo.org. If you do not receive a timely response, please resend your mail or read FAQs below!
Choose from the addresses listed below. Choosing the right address will speed up solving your problem.
We never spam our customers!
We process most of e-mail messages within a business day
What if you do not get a response to your inquiry
E-mail inquiry not responded to
Reasons for delay in receiving a response
Timing of composite responses may vary
Spammers are the root cause of multiple confusions related to mail communication
Problems with decoding the correct address
Why are you ignoring me?
Support over the phone
We process most of e-mail messages within a business day
(Kenjin1998,
UK, Sun, Jun 24, 2001 18:53)
Question:
I have been waiting quite long for your reply to my order inquiry
Answer:
We
try to respond to all inquiries within a business day. If we are unable
to respond to difficult technical questions, we
try to notify you that a case has been opened. Occasionally e-mail gets
lost, misrouted or cut off by spam filters. In addition, our responses
often come back due to various delivery problems. If you do not receive
any feedback
within a couple of days, write again and make sure your return address
is specified correctly
What if you do not get a response to your inquiry?
(Desmond Sin, Tuesday, October 30, 2001 8:45 PM )
Question:
Some time ago I sent an
e-mail to xxx @ supermemo.org
enquiring when a version fully adapted to Windows 2000 will be
available. This is the sort of routine enquiry that I usually get a
prompt reply. Yet, I have yet to hear anything from you. If I can't get
a prompt reply to such a simple question,
how can you expect me or anyone else for that matter to have any
confidence in your products/services?
Answer:
The most likely explanation for the lack of response is that e-mail has not reached us. This happens quite
often. We estimate that one in 200-400 messages does not arrive at all
(estimation based on forked forward arrival statistics, i.e. cases where the
same message arrives at one forward but does not arrive at another). Other
messages may occasionally get lost in flood of spam, or be forwarded to a wrong
person. If you do not receive a reply to a basic inquiry within a couple of
days, resend
your message
Why are you ignoring me?
(Simon Jacques, Tajikistan,
Wednesday, January 22, 2003 1:52 AM)
Question:
I
have sent 3 e-mails to you. Two to sales and one to support. I offered
to fax my credit card charges to you as proof that you charged me too
much. Each time I received a message back saying that I had sent the
email to an address that is no longer used because of spamming. This is
not true. I believe your company is ignoring me because it does not
want to deal with this problem. You were very helpful before I bought
your product!
Answer:
We never spam our customers!
(Jiri, Czech Republic, Sat, Jun 23, 2001 16:33)
Question:
Why don't I receive any updates or newsletters from
SuperMemo World?
Answer:
The policy is to inform customers about most important developments via the
News section. We reserve the use of the
customer e-mail database for only the most important events such as a
discovery of a dangerous bug or other events that might require
immediate attention.
Until now, we have not used the mass mailer utility even once
Support over the phone
(Tim Elston, Thu, Jun 27, 2002 1:51)
Question:
Do you offer telephone support? I’m willing to pay extra
Answer:
All support is free. We do not provide support over phone in English for the following reasons:
(G.E., Hungary, Feb 5, 2001)
Question:
Two years ago I wrote to SuperMemo with request for information about
"Money in the link". Until today I have not received any
response ...
Answer:
We do respond to all e-mail relevant to SuperMemo! Occasionally some
pieces are lost in the flood of spam. Spammers scan websites to collect e-mail
addresses and ultimately all support addresses we publish on the net get heavily
spammed. At other times, a message gets forwarded a few times until someone in
the chain mistakenly classifies it as handled. Rarely, messages get lost
due to forward errors and other mishaps. If you do not receive a response within
3-4 days, resend your request!
Important! Make
sure your return address is correct. When we cannot deliver registration data
upon an order, we may need to resort to calling the customer whose
address is wrong. However, we never go to that length on lower-priority support
mail
Reasons for delay in receiving a response
(Lisa Yim , Friday, March 21, 2003 4:22 PM)
Question:
I've e-mailed SuperMemo with several questions over the week and have never gotten a response.
Answer:
Please consider the following factors:
If you do not get a response within a couple of days, resend your question. If you still get no response, see if your return address is correct or inquire at your ISP (e.g. about temporary mail queue flush out problems, forking forwards, etc.). If you are sure your mail account works ok, see e-mail contacts page (above) and resend your mail. In your particular case, only one mail arrived at shop(AT)supermemo(.)com with a request for download instructions. These have been sent on the next day
Timing of composite responses may vary
(anatoliy.lipatov, Austria, Wednesday, August 21, 2002 1:28 PM)
Question:
Thank
you for you reply. Unfortunately, it contains answers not all and not
to the most important questions. Actually, I sent my questions to
another address more than a week ago, and got no response at all
Answer:
Occasionally
mail gets lost and you will get no response at all. In such cases,
please resend your mail. We do
try to respond to all pieces as long as these are related to SuperMemo.
You will often receive partial responses as your individual questions
are routed to the person responsible for a given
subject. Thus your questions about payment, technical issues, learning
material, or study techniques will arrive in separate pieces
of mail at varying times. Technical questions that may require
additional
research take longest
E-mail inquiry not responded to
(Harald Müller, Wednesday, February 27, 2002 7:28 PM)
Question:
I sent an inquiry about payment methods and received no response in two weeks
Answer:
Some pieces of mail do get lost. In retrospect, it is often difficult
to track if the reason was a human error or if there was a delivery
error. In similar circumstances, do not hesitate to resend.
We try to answer all mail. Some complex support questions may take
longer. In such circumstances, we
try to send a reassurance that the problem is being worked on
Problems with decoding the correct address
(PD, Jun 19, 2004, 13:20:43)
Question:
When I try to send mail to
'bugYEAR(AT)supermemo(.)com' typed in exactly as shown with brackets and spacing, it is not available
Answer:
You need to replace
"YEAR" with the current year, "(AT)" with "@" and "(.)" with "."
The address is intentionally left invalid to confound e-mail spammers.
We apologize for this inconvenience
Spammers are the root cause of multiple confusions related to mail communication
(Tom Grandgent, Thursday, September 23, 2004 5:02 PM)
Question:
I sent a message to
bugYEAR(AT)supermemo.com, the address listed for tech support in order emails and on the contact web page. I got a message back with subject
"Deleting message due to invalid address at SuperMemo Website". The list of cancelled email addresses
in that message did not include bugYEAR(AT)supermemo.com, so I am confused as to why my message was deleted
Answer:
You
used the correct address. Your message has arrived. The most likely
reason for receiving the delete notification is that you sent another
e-mail to a
mis-spelled address or that you cc-ed your e-mail using a mis-spelled
address. In some cases, the problem is also caused by spammers.
Spammers may use false return addresses to generate their messages. At
times, you will receive a message from spammers with supermemo's return
address, or spammers will send a message to us with your return
address. If they happen to use
a non-existing address, you will receive a delete notification. If they
happen to hit an auto-responder, you may receive a very confusing
message from supermemo.com server such as
"thank you for registering SuperMemo" or "thank you for submitting a bug
report", etc. Nevertheless, if you happen to receive a delete notification, it is still
recommended to resend your original mail to a legitimate address