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  • Question

  •  

    Can someone tell me why it's so [deleted] hard to post the [deleted] telephone number?

     

     

    Tuesday, August 19, 2008 2:34 PM

Answers

  • Support options are presented to you after you provide proof that you are a subscriber. The process, in my opinion is much harder than it needs to be, but the reason that it requires authentication is that trial users are not entitled to chat or phone support and the phone number depends on your location. Trial users can only get support via email.

    If free phone support was offered to all, I am quite sure that OneCare would need to be priced higher than it currently is priced.

    The issue, of course, is if you can't authenticate your subscription, (perhaps because you have forgotten the LiveID or password or because you haven't actually subscribed, but have a retail copy of OneCare in your hands and can't install or activate) you can't get to anything other than email support and even then only after jumping through hoops.

    How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1183028&SiteID=2

     

    I understand your frustration, but I'm going to edit your post after I reply.

    -steve

     

    Tuesday, August 19, 2008 3:41 PM
    Moderator

All replies

  • Support options are presented to you after you provide proof that you are a subscriber. The process, in my opinion is much harder than it needs to be, but the reason that it requires authentication is that trial users are not entitled to chat or phone support and the phone number depends on your location. Trial users can only get support via email.

    If free phone support was offered to all, I am quite sure that OneCare would need to be priced higher than it currently is priced.

    The issue, of course, is if you can't authenticate your subscription, (perhaps because you have forgotten the LiveID or password or because you haven't actually subscribed, but have a retail copy of OneCare in your hands and can't install or activate) you can't get to anything other than email support and even then only after jumping through hoops.

    How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1183028&SiteID=2

     

    I understand your frustration, but I'm going to edit your post after I reply.

    -steve

     

    Tuesday, August 19, 2008 3:41 PM
    Moderator
  • I share the above situation. >  I purchased hard copy from Circuit City and had to reinstall software in new device. Now I have and unregistered copy that has expired ( oh I do not have my original software )  my problem would be resolved I'm sure quite promptly If the was a phone number to call for assitance.   frustrated owner.

    P.S. I was very pleased with the funtional operation of the software > just now displeased with the options for continued support at this time.

     

    Wednesday, August 20, 2008 12:16 PM
  •  clharden55 wrote:

    I share the above situation. >  I purchased hard copy from Circuit City and had to reinstall software in new device. Now I have and unregistered copy that has expired ( oh I do not have my original software )  my problem would be resolved I'm sure quite promptly If the was a phone number to call for assitance.   frustrated owner.

    P.S. I was very pleased with the funtional operation of the software > just now displeased with the options for continued support at this time.

     

    You need to activate the reinstalled copy of OneCare with the LiveID and password used for your original subscription.

    If you don't recall the LiveID you used for your subscription, you will need to contact support who can provide that information to you using your Key and/or contact information.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    Alternatively, sign in at http://billing.microsoft.com with email addresses that you have set up as LiveIDs and one will show your subscription listed - that would the LiveID to use to activate with.

     

    If the activation dialog already contains a LiveID from a prior attempt or one used in trial mode, but this is not the one you need to activate with to associate it with your subscription, see this post for how to reset this - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2776450&SiteID=2

    For more information see Instant Help - http://help.live.com/help.aspx?project=onecarev2&mkt=en-us&querytype=topic&query=OneCare_PROC_FindLiveIDHelp.htm

     

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link: http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=3768965&SiteID=2.

    I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

    -steve

    Wednesday, August 20, 2008 2:09 PM
    Moderator
  • I agree with you! They could have a ph# if they valued their customers. Other Microsoft products have all kinds of "actual" people you can reach. I bought my OneCare online from them and my product key isnt working so I can't access their online support. I cant get any kind of support! After seeing all the same problems others that are having I feel there's allot of bugs to be worked out. I give up and sending it back!  

    Thursday, August 21, 2008 4:17 AM
  •  gingermac wrote:

    I agree with you! They could have a ph# if they valued their customers. Other Microsoft products have all kinds of "actual" people you can reach. I bought my OneCare online from them and my product key isnt working so I can't access their online support. I cant get any kind of support! After seeing all the same problems others that are having I feel there's allot of bugs to be worked out. I give up and sending it back!  

    gingermac, reaching support and getting your support options is not easy, but support is available - select the option that you are a trial user to open a support case when following the instructions in the FAQ and you will at least be able to start as an email case and request the phone number, since you are a subscriber.

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste a link to the post to which you are replying. I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

     

    -steve

    Thursday, August 21, 2008 12:18 PM
    Moderator