|
Home > Support Home > Customer Service > Customer Service FAQ
Customer Service Frequently Asked Questions
I want to place an order
I want information about your classes
I need technical support
I want to update my address in your records
I need an invoice
I forgot my username and password
I want to track my order
My security key is defective
My FastBloc is defective
What is Guidance Software's return policy?
I want to place an order
You may place an order by calling our Sales department at 626.229.9191 x563.
I want information about your classes
You may contact our Training department at 626.229.9191 x566 or visit our Training & Certification pages.
I need technical support
Please contact our Technical Support department at 626.229.9191 x565 or fill out the Online Tech Support Request Form.
I want to update my address in your records
Please complete the Customer Service Request Form with your address changes. Remember: You must indicate whether this address should be used for future billing and shipping purposes.
I need an invoice
Please complete the Customer Service Request Form for the invoice you're requesting. Please include the following information:
- Name of person who placed the order
- Quote or Order#, if available
- Product ordered
- Mailing address or e-mail address for invoice delivery
I forgot my username and password
For Encase® Enterprise, your Security Key Serial Number will serve as your username. Your password is simply your email address.
For EnCase® Forensic V4, the username and password is provided on a card located inside the product box.
For EnCase® Forensic V5.01 shipments, this information can be found on page 23 of your Quick Start guide which is located inside your EnCase software DVD case. If you do not have access to your product box or Quick Start guide, you may also receive this information by submitting a request via the Customer Service Request Form. When contacting Customer Service, please indicate which version of EnCase® you currently own along with your security key serial number.
For EnCase® Forensic V5.03 shipments, this information can be found on page 1 of your Quick Start guide which is located inside your EnCase software DVD case. If you do not have access to your product box or Quick Start guide, you may also receive this information by submitting a request via the Customer Service Request Form. When contacting Customer Service, please indicate which version of EnCase® you currently own along with your security key serial number.
I want to track my order
Please complete the Customer Service Request Form for the order. Please include the following information:
- Name of person who placed the order
- Quote or Order#, if available
- Product ordered
My security key is defective
Please contact our Technical Support dept. at 626.229.9191 x565 to verify that your security key is defective. If Tech Support confirms that your security key needs to be replaced, you will be transferred to Customer Service for an RMA form. Upon receipt of a completed RMA form, a replacement security key will be shipped to you.
RMA forms need to be received by Customer Service no later than 2 p.m. Pacific time for same day shipping. Please note that a replacement fee will apply if your product is not within the one-year warranty or covered by the Premium License Support program.
My FastBloc is defective
Please contact our Technical Support dept. at 626.229.9191 x565 to verify that your FastBloc is indeed defective. If Tech Support confirms that your FastBloc needs to be replaced, you will be transferred to Customer Service for an RMA form. Upon receipt of a completed RMA form, a replacement FastBloc will be shipped to you. RMA forms need to be received by Customer Service no later than 2 p.m. Pacific time for same day shipping. Please note that the warranty period on your FastBloc is one year.
What is Guidance Software's return policy?
Click HERE to access Guidance Software's return policy.
|
