Email: support@turtlebeach.com
FAX: 914-345-2266. Please include your email address in the Fax.

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Technical Support is available via email. There is NO PHONE SUPPORT. Unless
specifically instructed by your technical support representative, please do 
not send e-mail attachments. Our Email Server will reject them for security, 
viruses as well as Server traffic congestion reasons. Our 'IS' department and 
Firewalls reserve the right to block such email addresses.

Tech Support is provided to Customers with a valid Product ID Registered under
the original, legitimate original owner for one year after 
the purchase date. Support is not available to Customers who obtained the 
product illegally, used, hand-down or via eBay, so please always type in the
subject line of your email to our Technical Support your Product
ID. This way you ensure that it will receive the appropriate
attention, and will not be ignored as Spam, junk mail, etc. 
 
If you have lost your Product ID please use the information under: 
            "Product ID / Serial Number - Lost" 

Our Support staff will not be able to assist Customers with 3rd party Apps,
Device Drivers, External Keyboards/Modules/Synthesizers, configuring a 
problematic system, Operating System issues, non TB products. They cannot 
give Tutorials or Teach how to use our products.

Some of our products are pretty sophisticated with so many features, that it 
could take days to explain how to, even to someone who is computer savvy
and well "conditioned" with MIDI, Audio, Sequencing, Recording or Networking
concepts. As with all Software, there is a learning curve, more so with 
programs that deal with capture, editing, music, notation etc. 

Some programs require time and patience to understand how to utilize their
full potential. Most of our products offer Video Tutorials, Help Files from 
within a program, User Manuals or Setup Guides as well as this 
Knowledge Base you are reading right now.

Although our Knowledge Base provides tips regarding System Optimization etc,
it does not imply that we can hand-hold a Customer to configure their system.
Our Technical Support staff will be happy to assist you with issues regarding
Installation, error messages etc, well you get the picture.

Please note that Tech Support email is answered on a *First Come First Serve*
basis. Please respect other Customers who have submitted a request before you.
Our staff cannot give a particular query priority over other Customers, even
when pressured by a deadline for a "very important" project for Madonna... 

Please make sure that you are sending your email to the correct email address.
Sending email to "www.turtlebeach.com", from our Web Site or using Spam
Filtering/Blocking Software may result in not receiving a Reply. 
 
While detailed Technical info is essential in our ability to assist you, try
to keep it as brief as possible. Nowadays, time is precious and no one has the
luxury to read a few pages of email. If our Support and Lab Techs cannot
reproduce a problem, experience has taught us that it is system 
specific. All computers occasionally act strangely. The Windows OS 
itself as we all know isn't trouble-free and with dozens of different software
titles and versions installed all under the same OS, it is a miracle that 
anything works at all.

BETA Drivers, Firmware and Discontinued "Legacy" products are not supported.
For Legacy Discontinued products support is limited to the on-line information
available in our Knowledge Base and Files posted in our Support section.
Unlike some other companies in the industry, all our Drivers and Files are 
available to Download free of charge to our Customers. Technical Support 
is not available for the evaluation / demo version of our software titles. 

VTB Support Etiquette:
   Please treat our Support Staff in a courteous manner as you would like them
   to treat you. Obscene language will not be tolerated and they reserve the 
   right not to respond to improper email and block such email addresses. 
   Please consider that they lack the advantage that *you* have of *looking*
   at your system and knowing it and they are not magicians. You might
   consider keeping in mind that as the saying goes: 
    "95% of all Computer problems are user errors"  

   In order to be able to offer any assistance, they do need *your* help. 
   The fact that they first must cover 'rule-out' the basics, does not imply
   that they regard you as a computer novice. By the same token, they are not 
   impressed by self proclaimed "System Administrators" who have trouble with 
   the basics nor can they assist you any better when the request for help
   comes with a "Bad Review" or other type of 'threat'.          

   There will be times that they may not be able to resolve technical issues
   specific to a particular 'problematic' system. This does not mean that 
   they are incompetent or that they have not given proper attention to the
   issue.  

VTB Disclaimer:       
   All products are sold on an *AS IS* basis. VTB does NOT warrant that the
   functions of our products will meet your requirements / expectations or 
   that operation will be uninterrupted or error free. You assume the 
   responsibility for selecting the product to achieve your intended results
   and for the use and results obtained from it.
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