A: Microsoft Answer Desk is a premium online support service offered by Microsoft Store to help you get the most out of your PC.
Whether you need virus removal and protection, want to boost your PC’s performance, solve a problem, or get expert training in Office or Windows, Answer Desk is available online 24/7 throughout the US.
All Answer Desk online services are provided by highly trained, friendly, and enthusiastic Answer Techs. Whether you’re an expert or a novice computer user, every Answer Tech is dedicated to helping you in the most efficient way possible, using plain, clear language—and no tech talk.
A: It’s easy. Just start a chat with an Answer Tech.
First, go to microsoftstore.com. Click on Answer Desk from the options on the left. You’ll find descriptions of Answer Desk services and a list of available Answer Techs.
When you’re ready for your complimentary personal consult, start a chat with the Answer Tech you choose. During your chat, your Answer Tech will do their best to diagnose your problem. If the problem is simple and they can help you fix it quickly, you’re done.
If your issue is more serious, your Answer Tech will direct you to self-help, community help, or offer you one of our premium services—whichever works best for you. You won’t be charged for any service you don’t specifically authorize—and you’re welcome to visit us again any time.
A: If your problem is simple and can be quickly fixed during your complimentary personal consult with an Answer Tech, it won’t cost anything.
For our premium services, prices are clearly listed on the website. All prices are fixed. No matter how long it takes your Answer Tech to get to the root cause and give you a complete solution, you won’t be charged more than the published price.
A: It’s as easy as 1, 2, 3.
A: Your Answer Tech can get to work as soon as you’ve paid for your service, or you can come back later when it’s more convenient. Personal Training sessions are always scheduled in advance.
You’ll want to plan your service for an hour or two when access to your computer isn’t vital—since you won’t be able to use your computer while the Answer Tech is working on it. With your permission, the Answer Tech will access your computer remotely.
After your service is complete, you’ll have a chance to fill out a brief survey to let us know how it went.
A: Excellent question. Answer Desk doesn’t provide back-up services.
If it’s been a while since you’ve backed up your data, we recommend checking out the following resources before you redeem your service:
How to use the Backup utility to back up files and folders in Windows XP Home Edition
A: Just click on the “Ask my Answer Tech to call me” link found on the top left hand side of the chat window.
A: No problem. If you were in the middle of a chat or phone session and got disconnected, your Answer Tech will try to reconnect using the contact information you provided. You’ll also get an email with links to help get you reconnected. Be sure to check your email right away if you get disconnected because your Answer Tech will only remain available for a limited period of time
If you’re in a hurry, you can always work with a new Answer Tech.
A: Just remember which one you used to create each Answer Desk account.
If you create more than one Answer Desk account, information isn’t shared across accounts. For example, if you create an Answer Desk account, purchase a service, sign out and then sign in with a different account, you won’t be able to redeem the offer you just purchased.
A: Online One-Hour Personal Training Sessions are available to teach you whatever you’d like to learn about Microsoft Office or Windows. The sessions are always arranged in advance. Just start a chat with any Answer Tech. They’ll answer your questions, and set up a time that works with your schedule.
You can also get Personal Training Sessions in person at any Microsoft Store. Store Personal Training sessions are based on specific courses, and include topics beyond Windows and Office. They’re available per session or on a subscription basis. Contact your nearest Microsoft Store for more information or to make an appointment.
A: Not yet. However, we’re constantly growing and changing. Let an Answer Tech know what kind of training you’re looking for. We’ll see what we can do in the future.
A: If the Answer Tech you worked with before is online, you’re more than welcome to work with them again. To see if they’re currently available, just go to the Answer Tech page and enter their name where it says “search by.”
Since an Answer Tech you worked with before won’t always be available, you can work with a new Answer Tech if you’re in a hurry.
A: No worries. Just login to Answer Desk and start a chat with any Answer Tech.
Make sure to use the same Microsoft Account you used to make your purchase. That way, the Answer Tech will be able to see the right information about your last visit.
A: If you think your PC is infected again within 30 days of your service, get in touch with any Answer Tech. They’ll help.
A: Yes. However, if you have more than one infected PC, you’ll need to purchase the service separately for each computer.
A: If you paid for an Advanced PC Tune-Up and you’re not satisfied with your PC’s performance, let any Answer Tech know. We’ll do our best to get you up to speed.
A: Yes. Here’s what you’ll need: