Customer FAQ & Help
Below are answers to frequently asked questions. If your
question is not answered here or anywhere else on our site, please e-mail support@spiderworks.com with
the Subject line "SpiderWorks Customer Service" plus your detailed
message, and a SpiderWorks representative will respond as soon as possible.
When purchasing SpiderWorks products, why am I sent to LULU.com upon checkout?
LULU is our official e-commerce partner who processes all of our online sales. If you purchased one of our eBooks through LULU, you will then download the eBook from LULU's secure servers.
Why does LULU.com require me to have a LULU account?
LULU is our official e-commerce partner who processes
all of our online sales. In order to complete the checkout/purchase process,
you need to establish a LULU account first (if you do not yet have one). This
only requires you to submit your name, email, and desired password -- a very
quick process. Having a LULU account benefits you in many ways. Beyond the usual features like checking order status, your LULU account also serves as a convenient backup solution for your purchases. In the event that you need to re-download your purchased eBook for whatever reason, with your LULU account, you can always log back into LULU and find all of your purchased products available in your LULU account "Library" -- ready for you to re-download anytime if needed.
I did not receive a Username and Password for the Customer Download Center.
AS OF MARCH 14, 2008: Customers will no longer receive a separate login email from Spiderworks after completing a purchase. Customers may access exclusive download extras by logging into the Customer Download Center with the same email address they used when purchasing the related SpiderWorks book(s) from Lulu.com, Amazon.com or any other online retailer.
My eBook purchase is not in the Customer Download Center.
The SpiderWorks Customer Download Center contains eBook companion files. The actual eBook you purchased should be downloaded from LULU, our e-commerce partner. See the next question below for instructions on how to download your purchased eBook from LULU.
What if I forgot to download my eBook purchase from LULU?
If you missed the eBook download link after your purchase,
or if you accidentally closed your browser window before it could download, don't
worry. You can still download your eBooks. Just follow these steps:
1) - Go to http://www.lulu.com/
2) - Click on the blue "MY LULU" tab and log into your LULU account.
3) - Once logged in, click the "My Downloads" link in the "My Orders" column to access your downloadable purchases.
If I have a problem with my order, who should I contact -- SpiderWorks or LULU.com?
If you had trouble downloading a SpiderWorks eBook that
you purchased through LULU or have questions about your LULU billing, then Contact
LULU for
assistance. If you have trouble logging into the SpiderWorks Customer Download
Center, then Contact Spiderworks.
Are you only going to release
developer-related books?
No, we also have plans to offer consumer-based eBooks too. While the initial crop of SpiderWorks eBooks will appeal to computer power users and software developers, future releases will also include eBooks on business strategies, music, Internet technologies, and other popular topics.
Do the new cover designs reflect new editions?
If referring to the recent change from portrait (vertical)
book covers to the new landscape (horizontal) book covers, then the answer is
NO. Since both our eBooks and print editions utilize landscape formatting, we
decided to modify our book cover designs to reflect the actual dimensions of
our books. But the books are still the same versions as before, unless indicated
otherwise in the Updates/Extras box (right column of each book's web page).
Existing customers will receive an e-mail and/or RSS news announcement if any
new editions or minor updates are released.
How do you protect your PDF eBooks from piracy and illegal file-sharing?
To keep our prices low and protect our authors, we do employ subtle piracy prevention in our PDF eBooks. We embed the customer's name in the purchased product and notify them that we do this on our web site and in the SpiderWorks Login Access e-mail that they receive upon purchase. With the embedded customer name, pirated copies found on file-sharing networks or software sites can be traced back to the person who made the initial purchase. We feel this is a strong enough deterrent without having to resort to password protection techniques that can be annoying to our honest customers.
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