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    Called phone number, no answer after long involved process of what I wanted....it just rang and rang, then disconnected.

    Tried online chat, and since its automated it does not understand my question.

    It says on the bottem of any 'help' topic it will say get support, but it doesn't, and when you can find that link you start the whole mess over again.

    I received an email that said I needed to renew for 49.00. I followed the link and activated the renewal. My card was charged 69.00 and I would like to know why.

    Also, support has not answered one email or feedback I have sent.

    Wednesday, April 30, 2008 12:09 AM

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    I think you were in Instant Help and not chat, but I can't say for sure as I have not actually used the chat option for support.

    Could you send me an email at sboots@mvps.org with this link http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=3272337&SiteID=2 in the message body and "OneCare" in the message subject line to get past my spam filtering?

    I can't look up your account, but I can either confirm the support contact information you have or have someone contact you to get the charge corrected as it should have been $49.95 and maybe sales tax added, not $69.

    -steve

     

    Thursday, May 1, 2008 2:46 PM
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    In what country are you located? The $49 annual renewal is the US pricing.

    If you opened an email support case and have not received a response, please post the case ID here and I'll have it reviewed.

    Phone support is not 24 hours in all countries, so you may have called during off hours, or encountered another problem with reaching the support number. Have you tried multiple times?

    Online chat support is not automated, though it may first lead you through some self-help options before passing you to a live tech - this I don't know, not having used chat support myself. Once again, it may not be available 24 hours in all markets.

    -steve

    Wednesday, April 30, 2008 12:19 PM
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    I'm in the U.S. and I called during early hours. My  renewal email said it was $49, but I was charged $69.00.

    I don't know the case ID of my emails.

    Concerning the chat...it says it doesn't understand what I want over and over and over. I tried stating it several different ways  and several different times.

    Thursday, May 1, 2008 3:49 AM
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    I think you were in Instant Help and not chat, but I can't say for sure as I have not actually used the chat option for support.

    Could you send me an email at sboots@mvps.org with this link http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=3272337&SiteID=2 in the message body and "OneCare" in the message subject line to get past my spam filtering?

    I can't look up your account, but I can either confirm the support contact information you have or have someone contact you to get the charge corrected as it should have been $49.95 and maybe sales tax added, not $69.

    -steve

     

    Thursday, May 1, 2008 2:46 PM
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    I have just had the same problem...unlimited phone support....yeah hmmmm, well you have to find their phone number first!!!! Its ridiculous

     

    I am calling from NZ and it is [phone number deleted] 

    Friday, August 8, 2008 12:00 AM
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    sarahbow, yes, the phone support is unlimited and free. Yes, you need to jump through hoops in some cases to get access to that number - I wish that it were easier in many cases. However, the reason the number is not published is that you must be a paid subscriber for phone support. Since OneCare is also available as a free 90 day trial and is often in a public beta mode, trial and beta users only have access to email support. If phone support were available for everyone, I would imagine that the subscription cost would have to be higher to cover the added costs associated with providing that phone support.

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

     

    -steve

    Friday, August 8, 2008 4:44 PM
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