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CONTACT.TEC
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1993-06-18
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HOW TO CONTACT QUARTERDECK TECHNICAL SUPPORT
This QEMM 7 technote is available through our standard support
channels under the following filenames:
Quarterdeck Technical Support BBS: CONTACT.TEC
CompuServe: CONTAC.TEC
Q/FAX: #144
Subject: Information on the various ways of contacting
Quarterdeck's Technical Support Department.
In the event you require technical assistance for your Quarterdeck
product, we have designed a comprehensive and convenient program
which provides numerous alternatives for getting assistance 24
hours a day, 7 days a week. Should you encounter technical
difficulties with a Quarterdeck product, we recommend you follow
these steps:
1. Read the Quarterdeck Documentation.
The documentation included with your software contains tutorials,
installation instructions and troubleshooting tips and
techniques. Some of our manuals include a section on Creating a
Pure Environment, which is useful in isolating problem areas.
These documents contain the same information and techniques used
by our technicians, and can step you through a variety of
circumstances.
2. Review the READ.ME file.
READ.ME files are copied onto your hard drive when you install
Quarterdeck products. These files include the latest updated
product information (for both Quarterdeck and non-Quarterdeck
products), latest support information, and our most important
technical notes.
3. Try our White Papers
The Quarterdeck White Papers are complete discussions of the most
common questions asked about Quarterdeck products. They also
include detailed step-by-step solutions for various situations.
They are available via Q/FAX, the Quarterdeck BBS and all Online
Services. Details for obtaining the White Papers follow.
4. Call 1-800-ROBOTEC
1-800-ROBOTEC provides recorded responses to the most common
questions about Quarterdeck products. For your convenience, you
may call toll-free, 24 hours a day, 7 days a week. Call ROBOTEC
at 1-800-ROBOTEC (1-800-762-6832).
5. Call Q/FAX
Q/FAX enables you to receive the latest Quarterdeck White Papers
via your fax machine. To use Q/FAX:
1. Pick up the phone at your fax machine and dial (310) 314-
3214. This number is for outgoing Q/FAX service only. If you
want to send us a FAX, send to (310) 314-3217.
2. When you hear the recorded message, use your touch tone
phone to select from the list of options offered. You can
press 100 to receive a fax of the master list of Quarterdeck
technical bulletins. Once you have the master list you can
enter the code number of the fax you want, followed by the
pound sign (#). You may order up to three faxes per session.
To correct an error, press the asterisk key (*) and enter the
number again.
3. When prompted by the message, press the "START/COPY" or
"RECEIVE" button on your fax machine. (Often this is the green
button on your machine.) Then hang up. You should immediately
receive your fax.
6. Call the Quarterdeck BBS.
The Quarterdeck BBS is available 24 hours a day, 7 days a week.
It features open forums, technical discussions, private mail, and
user download sections, including all technical notes and White
Papers. An online technical search infobase (product information
database) is also available. The Quarterdeck BBS has multiple
nodes on rotary lines, supporting communications up to 14,400
bps. Set your modem for 8 bit word length, No Parity, and 1 Stop
Bit. Our BBS is also a SmartNet node. The phone number for the
Quarterdeck BBS is 310-314-3227.
7. Quarterdeck Anonymous FTP Site
For Internet users, Quarterdeck maintains an Anonymous FTP Site,
qdeck.com. The Quarterdeck White Papers and Technical Notes are
available for downloading. Additional software, including
development tools and public domain software, can also be
downloaded from the FTP site.
Host Name: qdeck.com (149.17.8.10)
Login: anonymous
Password: <<type your e-mail address here (e.g.
johndoe@qdeck.com)>>
Notes: Get the README file from ~/pub for file availability.
8. Online Services and Forums
Quarterdeck's most senior technicians provide support from many
online services and forums. You can contact Quarterdeck through
both public message forums and private electronic mail (e-mail).
Even though many of the online forums have private e-mail
capabilities as well as public message centers, we strongly
recommend the use of PUBLIC message forums for answering
technical support questions. This will result in faster response
time and also allows users to share their technical support
problems with other users who may have similar questions. Online
services are especially useful on evenings and weekends, when
Quarterdeck's offices are closed.
BIX:
Public Message Forum JOIN DESQVIEW
Private Electronic Mail QOS.REP2
CompuServe:
Public Message Forum GO QUARTERDECK
Private Electronic Mail 76004,2310
Fidonet:
Quarterdeck supports the Fidonet DESQVIEW echo.
Internet:
Public Message Forum [Usenet Newsgroup] comp.os.msdos.desqview
Private Electronic Mail: support@qdeck.com [technical support]
info@qdeck.com [customer service]
Note: The Usenet newsgroup comp.os.msdos.desqview is not run by
Quarterdeck, but we do have senior technicians actively
monitoring it on weekdays. We cannot guarantee a response to
messages posted in this manner, however. Questions regarding
Quarterdeck products should be directed to the above private
email addresses.
MCI Mail:
Private Electronic Mail QUARTERDECK
SmartNet:
Public Message Forum DESQview Conference
Note: Not all BBS's that are part of SmartNet carry the DESQview
Forum.
9. Send us a Fax (310-314-3217)
You can send us a fax 24 hours a day. We respond within 24 hours
(weekdays). Please include your voice phone number and serial
number when faxing us.
10. Send us a Letter
Quarterdeck provides 24 hour response to letters sent to
Quarterdeck. Please include your phone number and serial number
when writing.
11. Call Quarterdeck Technical Support
Quarterdeck's Technical Support Department is available for
telephone support Monday through Friday, 7:30 a.m. to 4:30 p.m.
The best time to call Technical Support is early morning (Pacific
time). To facilitate technical support and resolution of any
questions, please do the following:
Have your Quarterdeck Customer ID# or Quarterdeck Product Serial
Number ready. Your product serial number is located either on the
diskette, the back of the product upgrade manual or folder, or on
your Quarterdeck invoice.
Please be at your computer when you call.
Please have your product documentation and original diskettes
readily available.
We strongly urge you to try suggestions in the "Troubleshooting"
section of the manual, including the section titled, "Creating a
Pure Environment." Many problems can be resolved by following
these instructions.
You may need a bootable floppy diskette.
Please be able to concisely describe your question or problem and
what it takes to recreate or duplicate it.
It is helpful to have a Manifest printout available for your
reference.
*****************************************************************
**
This technical note may be copied and distributed freely as long
as it is distributed in its entirety and it is not distributed
for profit. Copyright (C) 1991-1993 by Quarterdeck Office Systems
*********************** E N D O F F I L E ********************