Table Of Contents
Feedback & Contact
Apple Computer, Inc.
eWorld's new Apple Technical Support area, located in the Apple Customer Center, is a place where you may ask technical questions and receive official Apple responses online. This article explains how best to ask your questions so Apple can provide you with the most complete and informative answer possible.
Three Steps To Getting An Answer
If your question has not already been answered, please post it to the appropriate area. We will post a response to your question within one business day. Our business hours are Monday through Friday, 6 A.M. to 6 P.M., Pacific Time.
- Step 1 - Check the documents in this area for answers to commonly asked questions. The Frequently Asked Questions (FAQ) and the Top 10 Tech Answers documents are organized by product and are updated regularly. As new products are introduced or as the questions evolve, these answers will be revised.
- Step 2 - Look in the Apple Technical Information Library (Go to the eWorld shortcut: TIL), which is a collection of over 10,000 articles that provide a wealth of information on Apple products. Click the Info button in that area for instructions on how to search the TIL. Most questions can be answered there.
- Step 3 - If you have searched for an answer on your own, but still need help, come to the Ask Apple, USA in the Apple Technical Support area. We answer questions from any Apple customer in the U.S.A. Open the appropriate discussion board for your product and look at the questions that have already been answered by the online staff.
Asking Your Question
The online Apple staff reads the discussion boards daily and posts answers within one business day of a question being posted. Business hours are 6 A.M. to 6 P.M., Pacific Time, Monday through Friday. Questions that have been officially answered are indicated by an asterisk (*). Please be aware that any answers without an asterisk are not official answers from Apple.
To post a question, create a new message in the appropriate topic folder so that it can be easily seen. If Apple has already answered a question and you want to ask a follow-up question, please create a new message and post it to the first level of the discussion rather than replying to a previously answered question.
Make your subject as descriptive and complete as possible so that other eWorld members browsing the boards can determine if your question can help them.
What The Online Apple Staff Can Do For You
- Answer questions about the up-and-running operation of your Apple-labeled hardware or software. Up-and-running support includes: installation and set-up, configuration, compatibility, troubleshooting, and pre-sales product information.
- Refer you to the right place to get more assistance, including the online resources such as the Apple Technical Information Library, Apple Software Updates, and the Information Alley.
What The Online Apple Staff Cannot Do For You
- We cannot answer non-technical questions. If you want to ask a question about pricing, promotions, programs, or have a comment about Apple's service and support, please contact Apple Customer Relations at 800-776- 2333 for further assistance. Customer Relations hours are 8 A.M. to 5 P.M., Pacific Time.
- We cannot answer any questions on unannounced products. We do not speculate on future products, nor do we respond to requests for product features or release dates. If you want to discuss such items, you may refer to the Talk Back discussion boards, which are available in the Apple Customer Center (Go to the eWorld shortcut: Apple). Similar discussions are held in other forums such as news and trade publications and user groups located elsewhere in the Computer Center.
- We cannot provide support on using eWorld software or services (Go to the shortcut: EAC) for assistance from the eWorld staff.
- We cannot accept requests for software, manuals, and so on. Software updates are available online in the USA Apple Software Updates area. Click the Info button in that area for more information about obtaining software updates. To request another item, please contact an Apple reseller (you can call 800- 538-9696 to locate one near you) or call Apple Assurance at 800-SOS-APPL (hours are 6 A.M. to 6 P.M. Pacific Time).
- We cannot provide support for third-party hardware and software. We support only Apple-labeled products. Please refer any questions to the specific vendor or developer. However, if you cannot locate them, we will be happy to try to find contact information for you. Several vendors and developers are available on eWorld, and more are coming on board all the time. Check the eWorld Directory in the Places menu. Also, check out the "Straight to the Source" area (Go to the eWorld shortcut "stts"), where many companies have a section. If you are looking for a particular type of hardware or software product or for a company name and address listing, check the Redgate Macintosh Registry (located in the same area) which lists many companies and products.
- We cannot arrange for service repairs. If your product needs repair, please contact an Apple-authorized service provider. You can locate one near you by calling the Apple Referral Center at 800-538-9696. You may also call Apple Assurance at 800-SOS-APPL for further assistance (hours are 6 A.M. to 6 P.M., Pacific Time).
- We cannot provide international support at this time. This service is only for Apple customers in the U.S.A. However, Apple is working to provide online service for Apple Europe and Apple Pacific around June, 1995.
What You Can Do For Us
Complete System Description - When you post a question, please include as much information as possible about your system configuration. The following information about your setup will assist us greatly in responding to your question:
Feedback Requested - We also want to know how we are doing and what you think about this service. In the Apple Online Technical Support screen, there is a feedback form accessed via the Got a Better Answer? button. Please feel free to tell us if you think this area is useful, or if you have any thoughts on how we could improve it. Tell us if you found your answer and did not have to ask a question, or if our answer helped you. We would like to know, and we are enthusiastic about hearing from you and want to accommodate your needs and those of other eWorld members. We are happy to be on eWorld and look forward to helping you enjoy Apple!
- Macintosh model and RAM size
- System software version
- Detailed explanation of the issue, including what you have done so far
- Include software applications which were running when the problem occurred
- Third party cards and peripherals
- Third party control panels and extensions installed and active
- External devices
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