Medword Customer Care

Medword Customer Care Response

Please review the information below to understand why you may not have been contacted by Medword after leaving a telephone message, submitting a form, or sending us an e-mail message.

Although we have a toll-free number, its primary function is to allow customers who have already purchased items through the Medword eStore to leave their payment information. Because Medword accepts no advertising and pays for all its own web activities, we cannot fund, at this time, a department solely devoted to people answering questions by telephone. However, we are very efficient at answering specific questions by way of our online forms. These questions are usually answered within 24 hours and allow for a much better, more specific, and more helpful reply than you would receive if Medword used a third-party answering service, as many small companies do. Many of these third-party services that, we reiterate, Medword does not use, are merely a form of appeasement to make customers feel like something is being done about their inquiry - not all, but many.

If you have not heard from Medword it may be due to one of the following reasons, in order of how often these problems occur:

• The e-mail address you submitted in a form is incorrect and our e-mail to you keeps getting sent back with a message that there is no such e-mail address.
• Your e-mail is based on a free service or by an Internet Service Provider who limits the amount of e-mail you may send or receive each month. When you reach your limit, e-mails are "bounced" back to whomever sent them. The largest amount of e-mail bouncing occurs near the end of each month, when people have reached their e-mail limit.
• The phone number you left in your telephone message is correct but when we call, there is no answer.
• The phone number you left in your telephone message is incorrect.
• When you left a telephone message, it was impossible to understand what you were saying due to:
  - Speaking too fast to be clearly understood; (#1 reason)
  - Your accent made your message unintelligible;
  - Poor phone line connection made your message unintelligible.
• You gave us the correct information in your telephone message, but you forgot to include a phone number to call you back and you have a call-display block on your number or your number is just a telephone provider's number.
• You left a telephone message stating your name, but did not say what your call was regarding and did not leave a way for us to contact you.
• You sent us e-mail or left a telephone message requesting information already available on the Medword web site, or you wanted an answer to a question that is already answered on the web site. Due to resource limitations we do not answer questions whose answer is found easily with our search-site function.
• Your e-mail message may have been inadvertently redirected before being read by Medword. Our e-mail system receives thousands of "spam" and virus e-mails daily. Our e-mail system is designed to filter out such objectionable e-mail and sometimes "safe" e-mail falls prey to this system because certain words, characters, phrases, or symbols may be in the message.

So, if you have not heard from Medword, it is certainly not that we don't want to respond to you, it's just that sometimes we cannot, and unfortunately, you may be left with the impression that we did not want to respond.

If you believe that none of the above reasons apply to you, then we are still working on getting to your e-mail or telephone message-in the order it was received-and you will hear from us eventually. Please remember that we do work diligently to answer all legitimate e-mails and telephone messages personally.