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Technical Support

Phone Support

If your new Casablanca was purchased in the past 12 months, there is no charge for equipment phone support. Out of warranty phone support is $100 per hour. You can leave a message by calling 360-371-2103 with the information requested below the support email address. We do our best to return all calls or emails in the order they were received. But our pandemic crew is smaller and this can take 3 to 4 working days during peak periods. If you just need tutoring on how to operate our equipment, it is available by phone for $100 per hour, but there are many free options below. If you have a PC we can remotely install our Bogart Windows software for $100, plus the price of the software.


Email Support

Technical Support is available by email for $35 per topic. To obtain support via email, please send your message to the following address: gary@macrosystem.us

Some of our models are over 20 years old, and key new parts are no longer available for the units. IDE ATA Hard Drives have not been manufactured in 10 years, and they are required for all the Smart Edit Systems. Since the Hard Drive is the brain of video edit systems, this is a major problem. All your software and video reside on the hard drive. Old drives always fail, and how many days or weeks of editing time will you lose when they fail? There are many unscrupulous Internet vendors who will say the drives are new, when they are just repaired, reformatted, and relabeled. Yes they offer a 1 year warranty usually, but your video and edit time are gone. Used moving parts fail often, so we can not guarantee them, and we cannot insure your loss of projects.

In other words, we do not recommend putting any money into any model before 2010. If you have a PC our software now runs on Windows, and on Apple’s Mac iOS with a Windows emulator like Apple’s free BootCamp. We also sell turnkey Casablanca 4’s if you want something that works right out of the box: http://www.macrosystem.us/2021_Casablanca_Models.php

The DVD burners for the Smart Edit Systems have not been made for 12 years. Sure you can find used, but the burners are made of moving plastic parts at least 12 years old, and potentially 20 years old.

We could go on with other key parts that are only available used, but there is no reason to try and keep this old stuff running, since our software now runs on PC and Mac's from this decade, and starts at $99. Contact your dealer to download a free trial: http://www.macrosystem.us/Video_Expert_Resellers.php

Plus, we have New Turnkey Models available from our VERs from $2199: http://www.macrosystem.us/2021_Casablanca_Models.php

It is best to email your problem, but whether you write or call, be sure to include the following items in your message:

  • Your email address so we can email you an invoice which has an online pay button
  • Your Casablanca Model and Serial Number
  • Your System Software name and version
  • DVD Arabesk version (if applicable)
  • Version numbers of any other software that is relevant to your question
  • Monitor mode (single video, single VGA, or dual monitor mode)
  • Your phone number and the specific question ($25 for each email or question)

Support Contracts

A Support Contract will provide you with phone and email support for $249 per year. If you are using our products at a school, be sure to ask about school pricing. 

Free Support options

Our website features answers to some of the most frequently asked questions .

There are some other great options available for free support. Please check out the Casablanca Forum.

We have dozens of Bogart manuals and thousands of pages to download here: http://www.macrosystem.us/Downloads.php

Your local Casablanca Dealer can also be a great source of information as well: http://www.macrosystem.us/Video_Expert_Resellers.php 


Other Support options

CasablancaExpert.com

This subscription-based website by Chet Davis is the largest collection of tutorials, tips and techniques anywhere that is solely dedicated to editing on a Casablanca. As a member of Chet's website, you will have unlimited access to more than 300 pages of 'how-tos' in the form of tutorials, tips and tricks 24 hours a day, 7 days a week - along with more than 30 streaming online videos. All these resources are indexed by menu screen as well as software title for easy access.

Casablanca Expert Tutorial DVDs

Chet has also been producing instructional DVDs. His Casablanca Foolproof series is designed to assist the Casablanca customer fully understand the rich set of tools available to them. The first two tutorial sets are available now through us and can be ordered through your Casablanca dealer.


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