Support When You Need It
We know not everything in life happens as planned. New technologies can yield great improvements in efficiency and workflow. However, the complexity of technology can sometimes require additional assistance. American Dictation is here to help.
Within these sections you’ll find a vast amount of information, resources and guides to help you with your support needs.
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Support Plans
Elite Support
Since our inception, American Dictation has strived to provide the highest level of service to our dictation and transcription clients. With each “Pro” product you purchase, you are entitled to free technical support for as long as the product is supported by the manufacturer.
You can call, toll-free, 866-408-1383 between the hours of 9am to 5pm Monday – Friday. If we can’t immediately assist you, we’ll be happy to set up a convenient time to help you solve any technical issue.
When you purchase a product eligible for Elite Support, you are also entitled to a free installation, configuration and training session by remote access. Our safe and secure Interactive Assistance means you can be up and running in minutes instead of hours. Forget complicated manuals. Let us put our experience in installing thousands of products to your benefit.
Standard Support
When purchasing today’s digital products, it is not uncommon to experience hiccups along the way. For many of our products, we offer Standard Support: which includes telephone and e-mail support for 90 days from date of purchase. Charges may apply depending upon the product purchased.
To schedule a Standard support session, call toll-free, 866-408-1383 and we’ll put you on the schedule with one of our US-based, trained technical support experts who will be happy to help you resolve your technical support issue.
If, after the first 90 days, you feel you need additional assistance, you can purchase Elite Support for only $49 per covered item. Contact American Dictation for details.
Expert Guides
As a service to our customers, American Dictation provides the following Expert Guides to help you get more from using digital dictation and transcription equipment. Each download is a PDF file, which requires that you have Adobe Acrobat.
Interactive Assistance
Forget expensive service calls that disrupt your work and your staff. American Dictation can help you with your technical support needs quickly and easily by secure, encrypted remote access. We use the leader in remote computer management, LogMeIn Rescue.
Each remote session can only be initiated by you! We supply you with a unique, 6-digit PIN code which can only be used once.
To Get Started
First, call American Dictation at 866-408-1383 to schedule your Interactive Assistance session. Please have your order number or account name handy to confirm your Support Plan. Our staff will schedule the next mutually available time and give you helpful preparation instructions.
Connecting
At your appointment, our technician will provide you with a unique, 6-digit PIN code. Enter that code below and click “Connect to Technician.” When asked by your browser, choose “Run” or “Open.”
Installation Services
Today’s digital dictation solutions provide you with ease and performance in large part due to the sophistication of the accompanying software. Installing these systems yourself can, at times, require a large investment of your valuable time than you expected. That’s why American Dictation provides interactive, remote installation and configuration services at little or no cost. The sooner you’re up and running, the sooner you can begin reaping the benefits of your purchase.
We have two basic installation packages:
Professional Products Installation
Free Professional Products InstallationWhen you purchase a professional-grade digital dictation or transcription product, you’ll receive one free remote installation and configuration session. We’ll go through all the choices you may have to configure your products to meet your workflow needs. It’s quick, easy and designed to put you to work in minutes instead of hours!
Look for it when visiting our On-Line Store.
Consumer Products Installation
Most of our consumer-grade products are fairly easy to install. However, if you feel you need assistance to install and configure a new product purchased from American Dictation, simply call our office to arrange for a personal installation and configuration session with one of our trained technicians. Only $49, and includes 90 days of follow-up technical support.
Good for first, initial installation and configuration of included software. Re-installs and configurations of the same product may result in an installation charge.
Downloads
While many of the software programs we offer include updating features, some do not. We include updates here for these products. If your product is not shown, check to see if your software provides an update feature.
You are strongly encouraged to download and read any accompanying READ ME file before installing any updates. If you have any questions about whether an update is applicable to your situation, please contact us first.
Request Support
Elite Support
If you’re an Elite Support customer, call us toll-free at 866-408-1383, Monday-Friday between 8a and 6p, Eastern Time, and depending on your needs, either provide immediate assistance or schedule time with one of our senior technicians to personally address your needs.
Standard Support
For those with Standard Support plans, use the form here to submit your technical support request. One of our technicians will respond to you, many times within a few hours (only during normal business hours). If you purchased your qualifying product within the past 90 days, call our toll-free number for immediate assistance.
Note: the above support plans only apply to products purchased from American Dictation. For other items, see below. You must have your order number or account name when contacting American Dictation for support. Support does not include installation, software configurations or training. See “Installation” and “Training” in this section for more information.
If you purchased your item elsewhere…
As much as we’d like to provide technical support for everyone, we have to reserve our time for our customers. For technical assistance, we suggest you contact the company from whom you purchased your item or contact the manufacturer. Consult your owner’s manual for contact information. If you cannot get your problem resolved satisfactorily through those avenues, you can request support from us, but you will be required to purchase an Elite Support plan for $49. This will not only address your current situation but provide you with continued technical support for as long as you own that product. We reserve the right to decline to provide technical support for products we do not sell or for which we feel the manufacturer or other party may provide you more benefits. For information or to purchase an Elite Support Plan, call 866-408-1383 during business hours.
Online Support Request Form
To request e-mail technical support, please use the form below. Please note that only purchasers of products from American Dictation (or NovusFiles) may expect a response.
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