In the past two years our Customer Help Department has answered thousands and thousands of questions that have made their way to email inbox or via the telephone. We have taken many of these questions/issues/concerns and compiled a list of answers. Whether you are a seasoned shopper at CILM or a brand new customer please review these for general reference so that you can refresh yourself every now and then of the nitty gritty details of CILM that you might not have known about.
First off:
CILM Official Business Hours
This one is fairly easy but there are many that don't know that we actually open and close every day -and- we actually take a day off... that would be Sunday.
Here are our official business hours (all Pacific Time in the USA - Los Angeles):
Monday - 9AM to 5PM
Tuesday - 9AM to 5PM
Wednesday - 9AM to 5PM
Thursday - 9AM to 5PM
Friday - 9AM to 5PM
Saturday - 9AM to 3PM
Sunday -
CLOSED
The current CILM TIME is:
(if you cannot see the clock
Click Here to see the current CILM TIME!)
If you ever forget hour business hours they are posted or you can refer back to this at any time (see the clock above) for the official CILM time.
Here are some notes about our business hours and your ordering:
• If you place an order that requires manual filling (custom package orders, gift orders or Paypal orders) or you have written to our Customer Service Department during business hours we will respond to you that day - even if we have to work a little after 6pm to get you answered.
• If you place an order at 6:01pm PST and it requires manual filling then your order will be filled when we open at 9am the following morning.
• If you write to us with an inquiry/question/concern after the close of business on any given day your email will be answered the following morning when we open.
• If you call during business hours and you get the answering machine it means that all of our customer help employees are currently on the phone. Please leave a message. Our phone system sends your recorded message directly to our email inbox and we WILL hear it and return your call as soon as we can.
• If you call when we are closed (Don't forget that on Sundays we are closed) please leave a message and a good time for us to get back with you the next day... provided the next day is not Sunday.
• If you place an order that requires manual filling after 6pm on Saturday we will fill your order when we open the following Monday at 9am.
• For your convenience we have restated our business hours on our intro recording on our business answering system.
• All customer help issues are answered in the order they are received. If you email us just before we open the business day most likely we will not be getting to your email right after we open. The reason for this is because all through the night we have received inquiries that need our attention before you. Please be patient for our response. You can always call us for more prompt help.
• Please understand that we receive many phone calls during the day on top of many emails. Our customer help staff is extremely busy all day long. When you call CILM we absolutely love to hear from you but it's not a great time to talk extensively. If you have some non-emergency concerns and you need to speak with Anthony or Michelle just let us know through email or phone and we'll be happy to give you a call back at a slower part of the day so that you are able to express your concerns easily and without possible interruption.
CILM's phone number is: 877-264-2456 (USA). When you call us there are several extensions you can dial to get the right department:
Ext. #1 = Customer Help - ordering, license numbers, custom orders, general inquiries
Ext. #2 = Technical Support - helpful support when you are having problems with your actual order such as: downloading or unzipping your order.
Ext. #3 = Artist Inquiries - Not intended for Customer Help. This is for artists that are interested in being a part of CILM.
Ext. #4 = Anthony Guerra - When you need to speak directly to Anthony. Also for any Guerra Fine Art inquiries or purchases.
Ext. #5 = Michelle Guerra - Important direct inquiries or concerns that need to go directly to the owner. This line is NOT for ordering.
We sincerely hope this information is helpful to you when it comes to providing the best customer service we know how to and we hope that these newsletters provide you with helpful information that, perhaps, you did not know about.
If you have any questions about CILM 101. Our customer help email address is customerhelp@creativeimagelicensing.com
