Occasionally, we get repeated e-mails from people who are upset because we don't seem to answer.

Things that often happen:

- their mailbox is full, and our e-mail bounces
- their mail server refuses our e-mail because it thinks we're spammers
- their spam filter does not let our e-mail through
- we never received their e-mail
- Rorohiko is closed because we're on holiday

So, if you e-mail us and we don't answer, here's what you should do:

1) Check our web site, and look for the 'Contact us' at the right. If we're closed, it'll be shown there.

2) If we're not closed, something else is wrong. Try sending us e-mail from another e-mail account. Maybe we never got your e-mail. If that does not work, make a post on our message board.

http://www.rorohiko.com/cgi-bin/yabb2/YaBB.pl

3) Make sure you mention a phone number or a fax number in your e-mail - if we're trying to reach you but cannot get through, at least we can phone or fax you.

4) Give us a ring, or send us a fax (Fax: +64 4 233 05 89)

We have a USA-based number (+1 (408) 786-5864). However, that number switches through to our New Zealand offices - so keep in mind that we're in a different time zone. The best time to ring us from the USA is in your afternoon, from Monday to Thursday.

If you ring us first thing in your morning, we'll probably be still sound asleep.

And Friday in the USA is Saturday here in New Zealand - so if you ring us on Friday we might not pick up.

But even if the time zones and the phase of the moon don't line up - try ringing. Often, we're working late or early, or on Saturday, so someone might be here to pick up the phone.

And if we're not here, leave us a message. Start your message by spelling out the phone number where we can reach you, and spell it out twice. That way, if we need to replay it, we can hear the phone number at the start of the message, not at the end. Also tell us what time zone you're in.