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| 2011 Technical Service Policy Change - Although we will continue our long commitment to support every product we've built for the last 40 years, we find it necessary to make a change to the policy. Starting Jan 1, 2011, we will no longer provide free unlimited support for products that are out of warranty. We will now provide 10 minutes of free phone support for any out of warranty Alpha product. Additional paid support, billed at the normal rate of $110 per hour, is available in 15 minute increments. Free email support will still be provided. The turnaround time for email is slower, but we can get to the questions over less hectic periods of the day. This policy does NOT apply to in-warranty product. This was a difficult decision to make, but we think a fair one. Some of the troubleshooting we've done over the last year has taken hours of tech time, and there's a cost associated with providing this support. We hope you understand. There will be absolutely NO exceptions to this rule. Our new forum, AskTheHam.com is a collection of information about Alpha products, new and old. See if it contains the information you're looking for. If you'd like to hear more about the policy, or would like to comment, please visit the forum by clicking on the link at the top of the page. |
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