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Blog Entry - Help and Support - 11/28/07 RRS feed

  • General discussion

  • Hello OneCare customers,

    If you’ve used our Help and Support in the past, you may have noticed some changes last week. Along with the latest release of OneCare, we’ve made some changes to our online flow for getting help and contacting support. If you’re using the OneCare client click on “Get Help with Windows Live OneCare.”  If you have already been auto-upgraded to the new version of OneCare 2.0, then you will notice that we now have some easy to run repairs on your PC. We’ll be updating these repairs on a regular basis in the coming months and hope that they will serve to solve common issues with your PC.  

    To see our online help topics click on “Visit Online Help Center,” or the “Go Online” button.

    In addition, based on all your feedback, we’ve modified the on-line support and help experience to help make it easier for you to find the information you’re looking for:

    Step 1) Once you get to our online help topics you will notice our Instant Help tool in the middle of the page. You can enter a question and get a response, or you can also use our more traditional search in the upper left hand corner of the window. If you find the answer you’re looking for, great!

    If not, for further assistance you will need to click on “Get more help” in the bottom right hand corner of the window, followed by clicking on “Get Support”

    Step 2) To make sure we put in touch with the right agents to respond to your questions, you will need to fill out a short form regarding the nature of your issue. 

    Step 3) Next, you will need to provide your Windows Live ID or Product ID used to purchase and activate OneCare. These field(s) should be pre-populated if you are an existing subscriber and have the latest version of OneCare installed and activated. If you are using the product as a free trial or have not been able to install or activate the product you will need to select the “I have a trial/beta version of OneCare” radio button and continue. 

    Step 4) Finally, you will arrive at a form that displays your support options and allows you to create a support incident. Additionally, you will have the option to upload “Diagnostics” that can be used by the support agents to analyze the problem on your PC. If you are an existing OneCare customer and have installed and activated your client you should see all your support options, including phone. For free trial or beta users or those who have not yet activated their OneCare subscription, you will only have access email support until you purchase or active your service.

    P.S. Curious about how to find your Windows Live Id and Product ID for OneCare?

    To find your Product ID or Windows Live ID open the OneCare Client, click on the Help drop down in the right hand corner of the main screen and select “About Windows Live OneCare.” If you have activated the client you should see your Windows Live ID member name and the Product ID. 

     

    That’s it. By going through our new help flow you will have continued access to automated repairs for your PC, the most current help topics, and tracking of your support incidents with your OneCare subscription so that OneCare support professionals can have access to your support history. As always we love to hear your feedback, so please let us know how this new experience works for you!

    Best Regards,

    Marisela Cerda

    Windows Live OneCare Support Experience Program Manager and Guest Blogger

     

    Thursday, November 29, 2007 1:42 AM
    Moderator