SUPPORT POLICY

ONLINE SUPPORT ONLY

PILOTNICK Publishing does NOT offer Customer Service or Product Support by telephone. All Customer Service and Product Support inquiries are handled by submitting a Support Request to help@pilotnick.com.

To submit a Support Request directly on our website. You must have a user account. To obtain a user account on our website, you must make a purchase directly from our website or login using your Google, Twitter or Amazon Account. If you do not have a user account on our website. You may submit your request via email only.

We offer online support via Customer Service and Product Support on Weekdays between the hours of 10:00 AM and 4:00 PM, Mountain Time. No support is offered on the weekends. Our Support Team is comprised of a mix of both airline pilots and normal people (non-pilots). All of whom are highly experienced and qualified to help you as quickly as possible.

Please note that our online support hours differ from our headquarters hours.

WE RESPOND QUICKLY

When a Support Request is sent to us. The request is instantly delivered to the corect support staff member. This ensures that you reach someone who can actually help you with your query. Inquiries sent between the hours of 10-4 PM Mountain Time, Monday - Friday are normally answered within 2-hours. However, sometimes we do get busy and it may take some extra time. So, please be patient with us.

SUPPORT BY PHONE

We don’t offer on-demand telephone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We have decided to keep our support online for a few reasons:

  • We can instantly view your orders, subscriptions, billing information, product details, account activity and other information so we can troubleshoot effectively.
  • Sometimes a customer may experience a technical issue or error message from our website that may be difficult to explain. In this scenario, we frequently would ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you screenshots and videos to guide you in the right direction.
  • It’s faster. We can quickly get to the bottom of your questions without putting you on hold. There’s no music to listen to and you’re not wasting your valuable time waiting on hold with us.
  • Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat your questions.