Solving '95 Grolier printing problems

[Madeline Buchanan <dems105@UABDPO.DPO.UAB.EDU>]

I appreciate the messages I received about the printing problems with the
new '95 Grolier's Electronic Encyclopedia.  After hearing that I wasn't
alone, I contacted my dealer, Spider Computers in Birmingham, Alabama.
Lester, one of their sales representatives was extremely helpful in telling
me how I could get the CD replaced.  I had faxed him some of the replies
that I got from the group so he could see that I wasn't the only one with
the problems.

He called Technical Support at Grolier's who first wanted to know about my
hardware, such as how much RAM I had, if I had enough hard drive space, how
my CD was connected (it's built-in), and if I had any software that
conflicted with it.  My computer met all the hardware requirements for the
'95 edition.  Grolier also told him that the instruction booklet that I had
received with my CD was really written for a later version.  By that time I
had looked in the preference file of my 1993 Grolier's and saw that there
was a way to change printing fonts in that version.

Lester was patient enough to call Grolier again after I tried and got
instructions to leave a message on their voice mail.  He said the Technical
Support person did admit there was a problem with Version 7.0, but a new
Version 7.01 was supposed to eliminate some of the problems.  In two weeks,
Version 7.03 will be introduced which is supposed to get rid of all the
printing problems entirely.  Grolier will exchange the CD's to Version 7.03
when it comes out in about two weeks.  In order to get the CD replaced,
first call Grolier's Technical Support at 1-800-285-4535.  Ignore the voice
that says if you have a bundle, go elsewhere for support.  Let the
technical support person know about your problem.  Be sure to mention where
you bought it, if you didn't buy it directly from Grolier.  If you did buy
it from a dealer, call your dealer as well.  When Grolier issues version
7.03, mail the Version 7.0 directly back to Grolier and they will replace
it with the new version.

As slow as Grolier is at updating software, it would be better to get in
touch with them before mailing your old CD.  Be sure to include a letter
with it saying why you want the replacement.

In the meantime, I will keep using my 1993 edition.


     Madeline L. Buchanan            Barrett Elementary School
     Library Media Specialist        7601 Division Avenue
     dems105@uabdpo.dpo.uab.edu      Birmingham, AL  35206
                                     (205) 838-7644