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I found out how to get in contact with them. What you do is to write a rant about one of their products, then post it on this site. Evidently, they pay someone to scan this publication for complaints about the company, because the day after I posted my rant, I got an e-mail from an Inkline Global employee who was most anxious to help me.

There was no problem about downloading the product onto my computer, but they balked when I asked for a replacement re-installation disk to replace the blank one they had sent originally. They told me that their records showed that I had not purchased the re-installation disk. So, I told them I had the original invoice and asked if that would resolve the problem.

So, they suggested that I FAX the invoice to them. When I responded that I didn't have a fax machine, they suggested that I include it as an ATTACHMENT with an e-mail. I explained that all I had was the hard copy, that I didn't have a scanner, and asked if they knew of a way to convert a hard copy into a Word .doc. They didn't have an answer for that, so I just send an e-mail that included EVERY scrap and speck of info. on that frigging invoice. I put the order number, tracking number, model number, date of purchase, amount, method of payment (with the xxxx-1234 card number), billing address, invoice number, the itemized purchases list, EVERYTHING.

For a while I heard nothing. Then, I received an e-mail informing me that I was being sent a replacement re-installation disk, but that it would take about 15 business days to arrive, as it was being shipped from the South Pacific Regional Office. In due time, the disk arrived.

So, I have to label myself "pleased," because 1) I did finally get into touch with them [my original rant], 2) they replaced the software on my computer, and, after some dickering back and forth, 3) they sent me a new re-installation disk.

To sum up, it shouldn't be that difficult and time-consuming to get decent customer support without relying on Morse Code or sign language. They came through, yes--but I really had to work for it.

Location: Columbia, South Carolina

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