Joyce Turner, Shoemakersville, Pennsylvania

OYS responds: A Corel contact told us that the customer support representative who spoke to Turner misinformed her. Corel does not provide the images used in the Lynda.com videos, even though the videos state that they can be found in a folder on your computer. Lynda.com's Web site does not sell the images independently of a subscription for its tutorials. The $15 fee the reader mentions is what Corel charges for an online training session with one of its own representatives and has nothing to do with the Lynda.com videos.

Regrettably, we've all run into customer service representatives who don't know what they're talking about. If you feel that you're not getting accurate information, ask to speak to a supervisor. Save documentation of your interactions (e-mail or chat logs) so you can show the manager exactly what the representative said and why you don't think you're getting a fair deal. With luck, the company will go out of its way to assist you.

While Corel couldn't help our reader, Lynda.com could: When we brought the situation to the site's attention, it agreed to send her a CD with the image files for the tutorial. Lynda.com officials also said they would be willing to do the same for other customers who receive access to their tutorials via third-party software but are missing exercise files. Simply call the company's toll-free number (888/335-9632) and explain the situation.

Missing in Action: HandHeldItems.com/IGG Factory