Contacting Us and Customer Service
We are often asked: Why don't we handle Phone Calls
or publish a Company Telephone Number for Sales or Technical Inquiries?
We are asked this question all the time, and
rightfully so. Here's our detailed answer...
Sadly, the Internet has become a gathering place for both good
people and seriously misguided ones. Amongst the majority of good people, we get an
occasional socially inept person with a desire to Cyber-Bully merchants like us by using
phony spoofed IP addresses, Telephone Numbers, or Fraudulent Credit Cards just for
the "joy" of committing fraud or personal entertainment. These are
generally known to the savvy net users as "Trolls", in our book, they're just
plain bad people.
Our products can be easily misused and can be dangerous if pre
and post-sale communications are not 100% clear and documented between ourselves and the
customer. If we are to maintain the 100% accuracy of all commentary, suggestions, or
technical support issues, we must do so by keeping it all in a written and archival form
such as e-Mail. We actively log ALL internet inbound and outbound activity on our
servers. Doing so protects YOU and it protects US.
We know that sounds very impersonal, and that is not our
intent. With our e-Mail support we have successfully resolved, without exception,
all of the issues ever brought to our attention. We have never needed to enter in a
"you said-we said" debate with a client because it has always been in writing
and very clear as to how our products work and how to use them. We answer ALL
e-Mails promptly and courteously. When it comes to your Safety, there's just no
room for error by handling support this way so we hope you understand. We respond
extremely fast, so waiting time is never an issue.
When contacting us with questions, concerns, or product issues,
please be courteous. We are human beings too and deserve the same level of respect
that you want others to show you. e-Mails containing THREATS, RETALIATORY
STATEMENTS, FOUL LANGUAGE, or PERSONAL ATTACKS will NOT be answered and can result
in being banned from our website or at our option, prosecuted to the fullest extent of the
law. Threats of posting bad reviews on Blogs or threats Spamming the Internet
with complaints will also be ignored and treated as aggression and retaliatory extortion.
We treat EVERYONE in a professional and courteous fashion, please
extend us that same courtesy. Malfunctions or Installation issues can raise tempers
and enlist less than courteous e-Mails. We urge you to think clearly and address any
issues with facts. Please do not be offended if we ask obvious questions or request
pictures of the problem component(s) or soda machine setup. Remember, we are here to
HELP you in every possible way. Professional and courteous behavior is ALWAYS
rewarded with great service as we would expect for ourselves as Customers.
For your protection, we NEVER take phone orders or accept
credit card numbers directly. NO EXCEPTIONS! If anyone calls you posing as
CO2 Doctor or our Sales Department, HANG UP! It is NOT us and we never use the phone
for any purpose related to orders or payments. PayPal handles all the confidential
information so you never have to worry about a disgruntled employee stealing your valuable
Personal Identity from us; by us; or through us.
Lastly, prior to asking questions about our products, please take
the time to read the Glossary, Learning Center, and Product Selector areas of the
Website as well as our User Support
Forum. Chances are that the answers you seek are common and can be
found already in these resources.
When asking for Technical Support, please e-Mail us as much
information as possible like the product and date purchased as well as the e-Mail address
used for the purchase. Also include the model of your soda machine as well as the
type and size tank being used either in the machine or externally for refilling or
external machine hook-up. Submitting pictures attached to your e-Mail in JPG format
helps in detailing the problem area(s). Please use a pencil to point the areas out
in the picture.
Should you have more specific questions or product needs, please
feel free to contact us at any time! Our hours of operation are Monday through
Friday, 7am to 7pm Central Standard Time except for Nationally Observed Holidays or
specific shut-downs as listed on our main page.
For Technical Support or Pre-Sales Questions we respond during
the above hours and at other times as staffing permits.