Rebeca, we're volunteers so be nice.
I can, with almost absolute certainty, guarantee that if you demand help or request immediate assistance, you won't get it. We're under no obligation to help and if you demand assistance, we may respond by taking our time. Therefore, the best way to get any help is to ask politely. I can't stress this enough for not only does it help you but it also sets a tone for the conversation.
Connected to this is the issue of answering your request for help with more questions. Often, we will ask for more details and when we do so, we do it with the best of intentions. Please do not get frustrated if we ask follow up questions and if we do, please do your best to answer them (we can help if you don't know how to get the information we request).
Have a nice day. 🙂