Free technical support, 24 hours a day, five days a week. Now that’s a service to crow about (in English, anyway).It’s been fascinating to watch the technical support pendulum swing from free in the early 1990s to the never-popular, paid “support contracts” at the end of that decade, and now back to free support. I guess that software and hardware companies have figured out that if people can’t figure out how to use your products, they’re not likely to continue buying them…The latest swinging pendulum involves the location providing support. As Quark’s press release says: “The Denver technical support center was established in response to customer feedback…” One can only imagine what that feedback was.No matter what the reason, I’m ecstatic that Quark is once again leading the industry in such a vital area. Free technical support in English is available 24 hours a day, Monday through Friday.If you’re in North America and call technical support (800-676-4575, option two), you now connect directly with Quark’s Denver team Monday through Friday between the hours of 7:30 a.m. and 4:30 p.m. Mountain Time. After-hours support is available through the same number and is provided by Quark’s technical support team in India.(The Denver technical support center joins their two others, in Chandigarh, India and Neuchatel, Switzerland.)In addition, Quark now has live online support for Quark desktop products, where you can chat with a technical expert to resolve issues in real-time. Accessible at www.quark.com/service/desktop/support, live chat help is available between 6 a.m. and 6 p.m. US Mountain Time.
Jay Nelson is the editorial director of PlanetQuark.com, and the editor and publisher of Design Tools Monthly. He’s also the author of the QuarkXPress 8 and QuarkXPress 7 training titles at Lynda.com, as well as the training videos Quark includes in the box with QuarkXPress 7 . In addition, Jay writes regularly for Macworld and Photoshop User magazines and speaks at industry events.