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INTERNATIONAL SUPPORT
New Deal's international technical
support and customer service policies
International Republishers
If you are looking for information about or support for older localized
versions of the software in a language other than English,
you will want to contact your local republisher directly. The following
republishers distributed Geoworks software:
Mexico
Centro de Soluciones en Informatica
Rio Tiber 40 - 901 Col Cuahtemoc
Mexico DF CP 06500
MEXICO
Phone: +52-5-525-4568
Fax: +52-5-207-1309
Germany/Austria/Switzerland Support
Heureka Verlags GmbH
Bodenseestraße 19
D-W81241 Munich 60
GERMANY
Phone: +49-89-834-0255
Fax: +49-89-820-1101
Finland Support
GeoTrack
Olympiakatu 16
SF-65100 Vaasa
FINLAND
Phone: +358-61-320-0310
Fax: +358-61-320-0311
North America
New Deal
PO Box 2458
Champlain, NY
12919-2458 USA
Customer Service: (514) 633-6647
Toll Free orders: (800) 985-4263
Fax: (514) 633-6315
Note: After the 30 day complimentary support
period expires, you are still entitled to complimentary
automated support. English and French language support is available
for International customers with the English or French versions of New
Deal products. Technical support fees are $25 per call or
$89.95 for an annual preferred customer support subscription.
English and French Version Support Options
Fee Based Technical Support
In 1993, Geoworks began charging customers for technical support.
Today we have several complimentary and several fee-based
support options. Variety of our services is our strength. Although
we cannot provide free lifetime technical support, we have many
alternatives to help you get answers to your questions quickly
and easily.
Mass Market Computing
New Deal is committed to mass market computing. We offer the best
possible software at the best price. In order to sell New Deal
software for such low prices, we took the cost of support out of
the cost.
Since there are no support costs built into the price of New Deal
software, customers who require one-on-one support
must 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,
many companies have reduced the price of their products by cutting
out support costs in order to enhance their ability to compete
in the marketplace. Few, if any, software providers offer unlimited
complimentary support these days. If you compare our support policies
to those of other companies, we believe you will find New Deal's
programs fair and competitive:
Here are a few other companies that charge for technical support
- Aldus
- Borland
- Broderbund
- Lotus
- Microsoft
- Novell
- Symantec
- Spinnaker
- WordPerfect
- 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
representatives. We strive for excellence in our technical
support department.
Support on any computer-related issue
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 of helping you with
other companies' products, but we will provide you with as much
support as we can.
With all of our products, we offer 30 days of complimentary
support to get you up and running and to give you time to
evaluate the product. After 30 days, you can use our complimentary
automated support or take advantage of our $25 per call or
$89.95 annual preferred support subscription services.
Information you should have ready before calling
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 New Deal customer
number
- A print out of your SYSINFO file (which can be found in
the \GEOWORKS or \NEWDEAL directory)
- The contents of your current AUTOEXEC.BAT and CONFIG.SYS
files
- A description of your computer similar to this:
- Item
- Example
- Type of computer
- 386SX 16MHz
- BIOS
- AMI BIOS <date>
- RAM
- 2 meg
- Monitor
- SVGA (1024x768)
- Video card
- Trident Technologies w/1 Meg
- 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'' 1.44M Teac, 5.25 1.2M Mitsumi
- Operating System
- MS-DOS 4.01
Getting Product Support
Before You Call
We can't help you if you are not in our registered
customer database. Please have your six digit customer number
handy before you call. If you don't know your customer number,
ask your support representative.
Complimentary Support for 30 days - (514) 633-6647
When you first buy New Deal 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
complimentary automated support to preferred customer subscriptions.
$25 Per Call Service - (514) 633-6647
If you cannot dial our 900 number and if you can't find an answer
in our automated support systems, we will charge you a $25.00
per call flat fee. To take advantage of this service, call us
at (514) 633-6647 between 9:00 AM and 8:00 PM Eastern
Time, Monday thru Friday.
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
will get unlimited access to a special support number in the 514
area code for one year. In addition, preferred support subscribers
will receive a diskette of special New Deal files.
Customer Service, Sales and Information - (514) 633-6647
To order or get information about other New Deal products or
replacement parts, or for general customer service inquiries,
call us 9:00 AM to 5:00 PM ET. This number is for orders only:
our sales agents cannot answer technical questions.
Automated Support
On-Line Support
If your computer has a modem, you can find a wealth of information
about and support for New Deal software on commercial on-line
services like America Online, GEnie, Prodigy, CompuServe, or on local
bulletin board services or the Internet.
Most of this information is in the form of "users helping
users" and New Deal cannot be responsible for its accuracy.
For more information about America Online, call their
customer service number: 1 (800) 827-6364.
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