NewDeal Technical Support Document 252
HOW TO GET HELP
NewDeal's technical support and customer service
Information about our products
Product information is available on our web site
For more detailed product information
or to place an order, call 800-985-4263. The operators at this
number can only answer general product information and ordering
questions. They cannot help you with technical inquiries.
To order new NewDeal products, get information about upgrades,
or check the status of an order, call
our toll-free number 800-985-4263 or fax 514-633-6315.
Fee-Based Technical Support
We have several complimentary and several fee-based support options.
Variety of services is our strength. Although we cannot provide
free lifetime technical support, we do provide alternatives to help
you get your questions answered quickly and easily.
Mass Market Computing
NewDeal is committed to mass market computing.
We are trying to offer the best possible software at the best
price. In order to offer our products at a low price we
have taken the cost of support out of the price.
Since there are no support costs built in, we ask customers
who require direct support to pay for it. If you don't ever need
technical support, you don't have to pay. With this policy,
you pay for only as much support as you need.
Most software companies charge for support
The market for software goods and services
changes rapidly. Recently, the industry has made an effort to
cut support costs out of the price of the product in order to
remain competitive. Consequently, almost no software providers
offer unlimited complimentary support. It is not our intention
to provide detailed information about our competitors' support
policies, but when you look into the support options
offered by these and other software developers, you will find
that we have a very competitive support plan:
A few of the companies that charge for technical support:
- Software Publishing
You get what you pay for
Don't be fooled into thinking that "free"
support necessarily means "good" support. By charging
for support, we are able to hire the most qualified technical
support representatives. Our technical support team is committed to
Support for computer-related issues
To the best of their abilities, our Technical
Support Representatives will help you with any computer-related
problems you're having. Naturally we can't assume the responsibility
for helping you with other companies' products, but we will provide
you with as much assistance as we can.
Information you should have ready before you call
You can keep your call time to a minimum
and help us to help you by having available as much of the following
information as possible:
- Your name, address, phone number, and
your NewDeal customer number.
- A print out of your SYSINFO file (which
can be found in the directory where you installed the software)
- The contents of your current AUTOEXEC.BAT and CONFIG.SYS files
- A description of your computer similar to this:
Type of computer 386SX 16MHz
BIOS AMI BIOS 1992
RAM 2 meg
Monitor SVGA (1024x768)
Video card Trident Technologies w/1 MB
Printer Panasonic KX-P1124 24-pin dot matrix (Epson emulation, LPT1, IRQ7)
Modem PC Works internal 2400 baud (COM 2, IRQ 3)
Mouse Logitech C-9, 3 button serial (COM 1, IRQ 4) MOUSE.COM v6.0
Mass Storage Maxtor 7080A, 80 Meg IDE
Floppies 3.5'' 1.44MB Teac, 5.25 1.2MB Mitsumi
Operating System MS-DOS 4.01
Before You Call
We can't help you if you are not in our registered customer database.
Please have your alphanumeric customer number handy before you call.
If you don't know your customer number, ask your support representative.
Complimentary Support for 30 days
When you first buy NewDeal software we provide you with 30 days of
complimentary technical support. If you want more help after the first 30
days, we provide several options ranging from technical support disks to
preferred customer subscriptions.
Fee Based Support
Our main technical support number is 900-555-4367.
Technical support hours are 9:00 AM to 8:00 PM ET, Monday through Friday.
If you cannot dial our 900 number and if your 30 day complimentary support
has expired, our TechCredit plan may be the best choice. Each support
credit entitles you to one technical support call (maximum 15 minutes).
Preferred Support Subscriptions
If you need more support than an occasional
phone call, we offer an annual subscription for $89.95. As a preferred
customer, you get unlimited access to a special support number
in the 514 area code for one year. In addition, preferred support
subscribers receive a diskette of special files which contains all
of our support documents.
For product replacement parts and other
customer service inquiries, call 5146336647 from 9:00 AM to 5:00 PM ET
or write email to email@example.com.
If your computer has a modem or a connection to the Internet,
you can find a wealth of information about and support for
NewDeal software on the World Wide Web, and on commercial
on-line services like America Online, GEnie, and CompuServe,
or on local bulletin board services. Most of this information
is in the form of "users helping users" and NewDeal
cannot be responsible for its accuracy. For more information
about America Online, call their customer service number: 800-827-6364.
Last Modified 17 Feb 1999