Frequently Asked Questions
• Customer Services
For any customer service issues regarding your subscription you can contact the customer services team via our website at: www.subscription.co.uk/help/vnu
Alternatively you can contact us by one of the following methods:
• Email: vnu@subscription.co.uk
• Post: VNU Subscriptions, FREEPOST MID17513, Market Harborough,
Leicestershire LE87 4HX
• Phone queries: +44 (0)1858 438881
• Phone orders: +44 (0)1858 438870
Call centre opening hours are Monday-Friday 8am-9.30pm and Saturday 8am-4pm • Back issues
Q: Can I request back issues of magazines?
A: Yes. Back issues of all VNU titles can be via our webstore at www.computeractive-direct.co.uk or by calling the call centre above.
• Missing issues
Q: My last issue hasn't turned up, what should I do to get a copy?
A: Please contact the customer services team, quoting your subscriber reference number for a replacement copy.
• Subscription Gifts
Q: How long will I have to wait to receive my free subscription gift?
A: Please allow 28 days from the time of payment for delivery of your gift.
Q: My subscription gift is faulty, can I order a replacement?
A: You can order a replacement for a faulty gift by emailing our customers services team on: vnu@subscription.co.uk
• Problems with your CD/DVD cover disc or back issue CD-Rom
Q: I'm having problems with my free CD/DVD cover disc or back issue CD-Rom, who do I contact?
A: If you are having problems using your CD/DVD cover disc or back issue CD-Rom please contact the technical support helpline via one of the following methods:
Phone: 08700 885 995
The technical helpline is open between 9.30am and 5.30pm week days, except Wednesday when lines open until 8pm, and between 10am and 2pm Saturdays.
Email: pcw@vnunetsupport.co.uk - Personal Computer World CD-Roms
ca@vnunetsupport.co.uk - Computer active CD-Roms
Online: www.vnunetsupport.co.uk
• Back issue CD-Roms
• Late Delivery
Q: I am not receiving my issues on time. What should I do?
A: Please contact the customer services team to inform us about this problem and we will look into it. If late delivery is a persistent problem we advise you to contact your local post office.
• Direct Debits
Q: I am changing my bank account and would like to give you my new details.
A: Most banks can make this arrangement for you. Please speak to your bank first and contact us if you have any queries.
• Refunds/Cancellations
Q: I would like to cancel my subscription and request a refund. How long will I have to wait to receive my refund?
A: Please send a letter to us at the address above to cancel your subscription and claim any refund required. Direct Debit subscribers should cancel the Direct Debit with your bank and send a copy of the letter to us. For administration purposes, subscription refunds can only be requested by post. Please allow 28 days for refunds to be processed.
• Other VNU Publications
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