Microsoft Product Support Options Q&A

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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

   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.