FREQUENTLY ASKED QUESTIONS

 

Q:   What type of services do you offer?   What CAD systems do you support?

A:  Please refer to our PRODUCT INFO section to answer these questions.

 

Q:  How do I submit a job?

A:   There are two main ways to submit a job.  You can upload your file to your mailbox on our system and then email your request to: in_box@capitolgroup.net or you can use one of the convenient on line forms at:  Tech Services Forms Page.

 

Q:  What is the normal turnaround time?

A:  It varies depending on the job type, but here are some general guidelines:

Data transfer to OEM’s:  4 hours

Translation work (under 20MB): Less then 24 hours

Translation work (20-150MB): 24-48 hours

Design and Illustration work:  Varies depending on the scope of the job.

 

Q:  Can I get a quote before the job is started?

A:  Sure!  Just state in the body or the comments section of your job request that you would like a quote.   We will be pleased to send you a quote and wait for your approval before starting the job.   The quote will contain both a total price and the expected completion date.

 

Q:  How are jobs returned?

A:  It depends on the type of job, but normally your completed translation / design / illustration file will be placed in your mailbox on our web site.  By special request, and if it does not violate the security procedures for a given company, data can be sent via FTP or email.

You can also request at CD-ROM or a 4mm tape be sent to you via Fed-Ex.

 

Q:  How will I know when a job is done?

A:  An email notification will be sent to you upon completion of your job.  In addition, if you have requested data to be sent to an OEM, your OEM contact will receive notification as well.

 

Q:  How do I pay for my job?

A:  For customers who already have a blanket account set up, the job will be charged to your blanket PO and an invoice will be sent out.  You may also choose to issue a PO for a given job or use a credit card.  (NOTE: Please do not send credit card numbers by email!)

After your job is submitted, if there are any questions regarding payment type, somebody from our accounting department will contact you.

 

Q:  How can I check the status of my job?

A:  If you submitted your job using one of our online forms, you can check the status by going to our online status center:  Click HERE.

If you submitted your job using email, please click HERE to send us an email asking for the status, or you can call our customer service number (313) 564-4820 Ext. 20

 

 

Q:  I’m a GM user how do I check on the status of my plot(s)?

A:  For GM Plot customers, please click HERE to check the status of your plot(s).

 

Q:  Can I cancel a job?

A:  If the job has not been started you may cancel it without incurring any charges.  If the job is already started, you would be responsible for any charges that had already incurred.

Note for GM plotting customers:  In most cases your plot is sent automatically to the plotter and the jobs cannot be canceled.  In the case of Cardboard jobs or very large plots, you may be able to cancel the job.  To do so, go to the GM plotting center web site and find your job.  Click on the "Ask a Question" link and let us know you would like to cancel it.

 

Q:  How do I get a hold of a “real” person?

A:  We are always pleased to hear from our customers!

You can reach our customer service department at 313-564-4820 Ext. 20

For technical assistance, please call 313-564-4820 Ext. 23

For sales and/or project management, please call 313-564-4820 Ext. 16

 

Q:  I’m having trouble uploading/downloading files from your website, what should I do?

A:   There are many variables that could lead to trouble uploading and downloading files, such as: a bad file, misconfigured web browser or your company's firewall does not allow certain file transactions.  The best first step is to empty your temporary internet files folder (the procedure for this depends on your web browser) and attempt to send/receive the file again.  Should you continue to have a problem contact us for further technical assistance at 313-564-4820 Ext. 23

 

Q:  Do you have an FTP site?

A:  The preferred method of transferring data is via our web site, however we do have an FTP site you can use.  The incoming directory is secure, however the outgoing is not.

To reach the web site via browser, click here:  ftp://ftp.capitolgroup.net/

To reach the web site via FTP client, go to ftp.capitolgroup.net and then log in as anonymous.  Use your email as the password.

 

Q:  What are your operating hours?

A:  Our normal business hours are 6:30am – 4:30pm, Monday-Friday.

 

Do you have a question(s) that was not covered on this page?  Click HERE to email your question to us.  A Capitol Tech Services team member will respond to your question(s) shortly.