Microsoft Product Support Options Q&ALast reviewed: October 14, 1997 |
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kbpolicy This article provides answers to frequently asked questions about the support options available to customers using Microsoft products. NOTE: Microsoft support services are subject to Microsoft's prices, terms, and conditions that are in place at the time the service is used. 1. Q. Where can I obtain presale information (such as pricing, upgrade
policies, release dates, and so forth) for Microsoft products?
A. Call Microsoft Consumer Sales at (800) 426-9400. If you are
outside the United States, contact the Microsoft subsidiary for
your area. To locate your subsidiary, see the Microsoft World Wide
Offices Web site at:
http://www.microsoft.com/worldwide/default.htm
2. Q. How can I get the latest printer driver for my printer?
A. Microsoft provides the latest printer drivers on the Microsoft
Download Service (MSDL) and MSN.
The phone number for the MSDL is (425) 936-6735. There is no
connect-time charge for using this service. However, standard
connect-time fees and long-distance telephone charges, if any,
do apply during downloading.
If you do not have a modem, you can obtain an individual driver
on disk by calling Microsoft Product Support Services Monday
through Friday, 6:00 A.M. to 6:00 P.M. Pacific time. To obtain
the support phone number for your product, refer to your product
literature or call (800) 426-9400 and select option 1. When you
connect with the support line, press 2 to speak with an
engineer. If you are outside the United States, contact the
Microsoft subsidiary for your area. To locate your subsidiary, see
the Microsoft World Wide Offices Web site at:
http://www.microsoft.com/worldwide/default.htm
3. Q. Where can I go for product support for Microsoft products?
A. You can get additional product support from the following
sources:
- Microsoft FastTips. You can hear recorded responses to common
questions and order technical notes that will be sent to your
fax machine. FastTips is available 24 hours a days, 7 days a
week. To access FastTips or to receive a map or catalog, call the
FastTips number listed for the product type in which you are
interested:
Desktop applications (800) 936-4100
Microsoft Home products (800) 936-4100
Desktop Systems (800) 936-4200
Development products (800) 936-4300
Business systems (800) 936-4400
- Microsoft Download Service (MSDL). You can access by modem
technical notes and supplementary files covering common
Microsoft product support issues on the Microsoft Download
Service at (425) 936-6735. This service is available 24 hours a
day, 7 days a week.
- Microsoft Product Support Services (PSS). You can reach
Microsoft Product Support Services between 6:00 A.M. and 6:00
P.M. Pacific time, Monday through Friday. To obtain the
support phone number for your product, refer to your product
literature or call (800) 426-9400 and select option 1.
4. Q. If I call for support or post a message on a forum, what information
should I include? A. When you call or post a message in a forum, you should be
at your computer and have the appropriate product documentation
at hand. Be prepared to give the following information:
- The version number of Microsoft product you are using.
- The type of hardware you are using, including network hardware
if applicable, and the operating environment that you are
using.
- The contents of your Config.sys and Autoexec.bat files and
network-configuration files, if any.
- The exact wording of any messages that appeared on your
screen.
- A description of what happened and what you were doing when
the problem occurred.
- The smallest number of steps to reproduce the problem.
- The steps you have already taken to correct the problem.
5. Q. I have a hearing impairment. Where can I get additional
product support on Microsoft products?
A. Microsoft Product Support Services provides support to customers
who are deaf or hard of hearing. Using a special TDD/TT modem, call
(425) 635-4948 between 6:00 A.M. and 6:00 P.M. Pacific time,
Monday through Friday.
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KBCategory: kbpolicy Last reviewed: October 14, 1997 |
