It’s hard to deal with real people. They smile, they laugh, they have fun, they have temper tantrums, they storm out of the room, they are unforgivably rude and then utterly contrite. They make no sense.

Sometimes they don’t do the work they’re employed to do. For no reason at all.

That’s why, when you send an email to, say, customer services or Support for a large organisation, you’ll get an email back almost the instant you click the Send button.

Now THAT’s customer service. No human involvement whatsoever.

fotoLibra only employs real people. It’s hell in here, folks.

Which is why we’ve always promised we will answer emails sent to Support within 24 hours (but give us a break at weekends).

Your support query will have been read by a human being and answered by a human being. If you haven’t heard back from us within 24 hours, there’s a simple reason: We Did Not Receive Your Email.

It happens. It happens more often than we would like. Just as letters used to go missing in the post, so emails can vanish into the ether. Sometimes it’s the fault of the spam checker at our email provider — which pulls out 400 junk emails a day from my account alone — and sometimes it just happens.

If you want to speed up our response time, put your Member ID in the subject line. (Hint: Sign in> Details> Member ID)

If you haven’t heard from us within 24 hours, send it again.

From one real person to another!