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Frequently Asked Questions: General

1. I haven't received any e-mail from you after a purchase or after I tried to contact support

(If this is not your first purchase from us, please read FAQ #9 first.)

If you are not receiving e-mail from us, particularly if you have sent us a support query, the problem is one of the following:

1. You or your ISP are junking or in some cases blocking messages from us. This is the single most common reason for not receiving e-mail.
2. You have given us an incorrect e-mail address (hint: check the reply address in your e-mail program for typos; also, if you use a separate address for PayPal, please check that e-mail account too).
3. Your mailserver or DNS is misconfigured (this is more likely if you own your own domain; large ISPs rarely get this wrong).
4. You are using a mail forwarder but your mailserver is checking SPF (an anti-spam measure) and rejecting forwarded messages. This is a mis-configuration of your (or your ISP's) mailserver. If it checks SPF, it should follow SPF best practices. As a workaround, you can provide us with an e-mail address that is not forwarded, but you (or your ISP) should fix your mailserver.

Once you have checked all of the above, you can test whether you can receive messages from us by sending a message to Technical Support. Our ticket system automatically replies to all messages sent to that address; if you are not receiving those replies, your e-mail system is not working properly.

If when you try to send e-mail to us, you get a bounce message, please read through the bounce message as it will normally say why you were unable to send e-mail to us. Your ISP should be able to assist you if you don't understand what the bounce message is telling you; alternatively, you can try sending mail via our web form instead. Please mention that you are seeing bounce messages and include a copy of the message so that we can help you to resolve it.

If you still have trouble getting in touch, please make sure that we have your telephone number; you can leave this on our voicemail system if we aren't there and we'll get back to you as soon as we can.

Finally, if you are using an ISP in the list below, the problem is your ISP. If you are in this situation, please contact them to complain that they are dropping legitimate e-mail.

laposte.net

Receipt/invoice e-mails are being rejected with the error “550 Error: Message content rejected”.

2. Do you offer educational discounts?

We do not offer discounts to students, however, at the discretion of our sales staff, discounts may be available for educational institutions and their staff. Note that we do not automatically offer discount, for educational purchases or for any other reason.

When enquiring about the possibility of educational discount, please ensure that you include:

• Your name and job title/role.
• The institution, school, college or university at which you work.
• Whether the product you are inquiring about is for personal use, work-related use or both.
• Whether the sale is likely to attract repeat business, either from your organisation or from related organisations.
• Whether this is a volume sale, or may trigger a volume sale depending on your experience of the product and support.

If you do not address the above points when you contact us, we will not normally be able to offer discount.

3. Do you offer bulk discounts?

The same general philosophy applies here as with educational discounts. Discount may be offered, at the discretion of our sales staff, based upon factors such as likelihood of repeat business and sales volume.

It is worth asking about bulk discounts, especially if you are planning on purchasing more than five licenses for any one of our products; when doing so, please including at a minimum:

• Your name and job title/role.
• The name of the organisation for which you work.
• The names and numbers of licenses for each piece of software you are interested in purchasing.
• Whether the sale is likely to attract repeat business.

It is obviously worth including any other factors you feel we may wish to consider.

By the way, it is sometimes the case that we have additional functionality that we can offer to volume purchasers over and above that offered as part of our standard products (e.g., command line versions of GUI tools, or customised versions of our software with customer-specific enhancements).

4. Do you offer any other payment methods besides PayPal and credit cards?

We can also accept electronic money transfers (please note that your bank may charge you for this service), as well as cheques in GBP and drawn on a U.K. bank. We will also accept British Postal Orders.

Please contact us before using alternate payment methods so that we can provide any necessary details. Corporate customers may also wish to enquire as to whether we are able to offer credit terms, particularly if purchasing more than one copy.

5. Why does this site tell me I have a broken browser?

Click the "Broken Browser" button to read all about it. (If you view the site using Internet Explorer on Windows, this button will be visible in place of the Valid CSS button that normally resides in the bottom right hand corner of the pages on this site).

6. Do you have a refund policy?

Please see our refund policy page.

7. When I download software from your site, trying to open the .dmg file crashes Finder.

The usual cause of this problem is that you have a corrupt font installed. Please run Font Book, select all of your fonts by choosing “Select All” from the “Edit” menu, then choose “Validate Fonts” from the “File” menu. Font Book will list any problems with your installed fonts.

Note that we have found that some third-party Font repair software actually breaks font files; many customers who have reported this issue have used those types of products on their machines.

8. We're thinking of making a website like MacHeist. Please can we have free copies of your software to give away?

We do not believe that these types of promotions would be good business for us and as such we are not interested in participating in such a scheme.

9. I'm an existing customer and just bought an upgrade or a new product. How do I get it?

There is no need to wait for an e-mail from us.

Simply log-in to your existing account on our site, using the username and password details you were given for your initial purchase from us.

Your new purchase should be visible immediately on the Downloads page in the customer area.

10. Do your applications work on Leopard?

There is a bug in Leopard’s AHCI driver relating to large block reads, which is obviously critical functionality for both iPartition and iDefrag.

Version 3.0.1 of iPartition and version 1.6.5 of iDefrag include a workaround for this bug and therefore should be safe to use whilst running from a Leopard volume.

We do not recommend running earlier versions of iDefrag or iPartition on current versions of Leopard (Mac OS X 10.5.2 build 9C31 being the most recent), though there should be no problem running them from a bootable CD/DVD based on Tiger, even if they are being used to manipulate a Leopard filesystem.

11. I can't get my CD/DVD to boot

Ordinarily, this should just be a case of restarting, waiting until you hear the boot chime from your machine, then holding the ‘C’ key on the machine’s keyboard until it starts to boot from CD/DVD.

If this isn’t working, please try the following:

1. Insert the bootable CD/DVD into your machine.
2. Make sure that the sound on your machine is turned up.
3. Choose “Restart” from the Apple menu.
4. Allow the machine to restart.
5. When you hear the chime, hold Option (⌥) on the keyboard. The Option key is often marked “alt” in addition to the Option logo (⌥).
6. If you see a box asking for your firmware password, enter it now. If you have forgotten your firmware password, you will need to take your machine to an Apple Store or an Apple Authorized Repair Center for further assistance.
7. You should now see a list of disks that your machine can boot from. Click the Coriolis Systems CD icon, then click the arrow below it.
8. The machine should start from the CD/DVD.

If this does not work, please contact us for further assistance. Please remember to include details of the type of machine you are using, and what you actually see when you try to boot; if you simply tell us that it doesn’t work, it makes it very difficult for us to guess what the problem is.

12. I am VAT registered, but your site says it will charge me VAT

Yes, this is correct. Unless you contact us in advance to set-up an account and have your VAT details verified, we will charge VAT. Once you have an account on out site, you will only need to contact us again if your VAT number changes, though in order to purchase without paying VAT you must log-in before making your purchase.

Sometimes people point at the E.U. VIES system and tell us that we should use that. Sadly VIES does not allow us to check that the VAT number you are using was actually issued to you (so you could be using e.g. the number on the bottom of your gas bill). We have repeatedly asked for this functionality and we have repeatedly been ignored.

That would be OK, if it weren’t for the fact that our VAT authority takes the attitude that if a customer were to give someone else’s VAT number, we would be liable for the VAT anyway. This seems wrong, especially as the problem (of not being able to adequately verify VAT numbers automatically) is one of their creation.

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