Apple Announces New Area on AOL

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By Charlie McCabe

The Famous Apple, but Bigger! Apple's Customer Services Division has created a new area on America Online (AOL) in response to overwhelming demand for our product and support information posted to our ftp and web sites available via gateways for AOL subscribers. While not all information posted to www.info.apple.com, www.apple.com and www.support.apple.com is posted on AOL, we have selected the most popular items to offer directly on AOL. The AOL keyword for the Apple area is: applecomputer

What We Offer on AOL

Below is an overview of the top level of the Apple area on AOL. For further information, check "About the Apple Area."

About the Apple Area

Information on what's available from Apple online, how to find and use Apple resources online and where to call or write for additional assistance.

Apple Product Information

Apple Product Information is available both in Adobe Acrobat formatted data sheets and in text format from the Apple Tech Info Library.

Apple Press Releases

The latest official news from Apple Computer, Inc.

Apple Tech Info Library (TIL)

The TIL is our official technical support database, containing over 10,000 articles on Apple products, past and present. This is the same database used by our technical support representatives at 1-800-SOS-APPL. The Apple Tech Info Library (or TIL as we call it) is actually on the Worldwide Web, at http://til.info.apple.com.

Ask Apple Tech Support FAQs (Frequently Asked Questions)

While we don't provide technical support on AOL or via email, we have compiled the frequently asked questions and answers asked of our technical support specialists who staff the 1-800-SOS-APPL telephone number. We post the latest revisions of these documents here.

Download QuickTime 2.x

We have made it easy to find and download the latest versions of QuickTime for Macintosh (2.x) and Windows (2.0.3).

The "Information Alley"

Apple's biweekly electronic support newsmagazine, with tips, hints and suggestions for using Apple products, is posted every two weeks in text, Acrobat and Common Ground formats.

USA Apple Software Updates

Well over 2 gigabytes in size, we post all freely available Apple software updates directly to our software libraries on AOL. Any fee--based software product, such as System 7.5, is not available online, but from Apple authorized resellers and mail order companies.

Apple Support Professional Solutions Series

A fee--based support program including new product briefings, Support Information System (bimonthly three CD-ROM set of databases, software updates and information) and optional priority telephone support for an annual subscription.

What Apple Does Not Offer on AOL

Technical Support

We do not offer end--user technical support online or via electronic mail. While we realize this is a popular request, we simply do not have the staff necessary for the demand we know is out there. Thus, regarding all technical support issues, end-- user customers should call at 1--800--SOS--APPL in the USA.

Unannounced Product Information

We cannot comment on unannounced products. Unless a hardware product, software update, or other item, is officially announced by Apple Computer, Inc., we cannot answer questions about or comment on features, availability, or future directions of such a product.

Customer Relations Questions & Answers

We cannot answer end--user customers' questions about or address customer complaints concerning service, product availability, returns, repairs, or other customer relations issues. We simply do not know the answers. For customer relations issues, call us at 1--800--767--2333 in the USA.

Repair Scheduling

We cannot schedule repairs for your Apple products. For end--user information on scheduling repairs, contact your local Apple--authorized service provider. If you do not know who or where your local Apple service provider is, call 1--800--538--9696 to locate a service provider in your area. If there are no service providers in your area, call 1--800--SOS--APPL in the USA.

Third--party Product Information

We do not offer third party product information. While Apple does bundle third--party software and hardware with many of its products, if you require additional information beyond what is available in product data sheets or our Apple Tech Info Library, we ask that you contact the company that markets and sells that specific product for further information. If you require company information, check our Apple Tech Info Library or the Redgate Buyer's Guide, available in the Computing area (shortcut: REDGATE)

Apple Products Are Not Sold Online

To locate an Apple authorized reseller, user group, or obtain presales information, call 1--800--538--9696, Monday through Friday, 6 am to 6 pm, Pacific time.

Contacting the Sysops

Please send any questions or comments about the Apple area on AOL to the email address chas99. While we can't provide technical support or other answers we've mentioned above, we can help with problems concerning downloaded files, questions about where to find information online, and feedback on how to improve the Apple area. Please realize, however, that we get an extremely heavy volume of email, so we ask for your patience if you expect a reply.

AOL and America Online are trademarks of America Online, Inc.

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