How 'Live Help' works...

The 'Live Help' feature has two operations:
[Live Help -Online] and [Live Help -Offline].

Online:

Online means that a representative is available to chat live and provide help while you are online as well.
To chat live:

Click on the [Live Help -Online] image
Enter a 'nickname' for the chat session
Click on the [Request Chat] button
Wait for an acceptance and chat
When done, just close the window

Offline:

Offline means that a representative is not available to chat at that moment, but you can use the offline 'support ticket' system to post a problem.
To get a support ticket offline:

Click on the [Live Help -Offline] image
Click on 'Please submit your query...' (in bold)
Enter your details and the problem in the new pop-up form
Click the [Open Ticket] button
When done, just close the window

You should then receive an e-mail with a ticket code which you can link back to and check the status of the specific ticket. A representative will answer to your ticket as soon as possible and you would be notified by e-mail.