9.5.2

1190 • APPENDIX
APPENDIX • 1191
Support
What can you do when you are stuck and the manual does not appear to help? You may want to
contact technical support. MAXON, and its distributors worldwide, will help you with any technical
problems you encounter. So that we can help you as efciently as possible, please keep in mind the
following:
Please contact us (or your local distributor) in writing if possible, preferably by email.
We have telephone lines, of course, but problems with a package as complex as CINEMA 4D may
take time to solve — it is not always possible to solve the problem while you are on the phone. With
email, however, our technicians can consult with colleagues for assistance — even the programmers if
necessary — and get back to you as soon as possible. Email is also convenient for attaching an example
of the problem and, likewise, it may be helpful for us to send you a scene.
Please keep support enquiries separate to other enquiries, orders etc.
Orders are dealt with by our busy Sales staff, so your support question is unlikely to be passed onto
a support technician.
Please allow for a reasonable response time.
We operate on a queuing system basis only. Our customers are equally important and we will respond
to you at the earliest opportunity.
Please supply your telephone number and times when we may contact you on that number.
Occasionally, we may need to contact you for further details.
Please send an example scene to demonstrate the problem, if applicable.
“When I click this button, I get a mess”. It is difcult to solve problems with such limited detail and
sometimes we need to examine the problem scene. After all, we and our hard-working beta testers,
have tested the functions many-a-time without nding a fault.
Please keep any example scenes as small and as relevant as possible.
For example, if only an alloy wheel is required to demonstrate the problem, please delete the rest of
the car — it merely gets in the way. This saves our time and in turn we can respond to your problem
sooner.