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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

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:

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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