Microsoft Desktop Applications Support Options Q&A
PSS ID Number: Q102347
Article last modified on 11-02-1993
PSS database name: PSS






The following questions and answers discuss the support options
available for Microsoft Desktop Applications 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 Advanced
      Systems 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, call Microsoft
      International Customer Service at (206) 936-8661.

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), from which you can obtain drivers and
      Microsoft Knowledge Base articles by modem. If you have a modem,
      the drivers are available at no charge on CompuServe, GEnie, and
      Microsoft OnLine, as well as the MSDL.

      The phone number for the MSDL is (206) 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.

      On CompuServe and GEnie, the printer drivers are in the
      Microsoft Data Library, which you can reach by typing "go msl"
      (without the quotation marks at the "!" command prompt.

      On Microsoft OnLine, the printer drivers are in the Microsoft
      Software Library.

      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,
      call Microsoft International Customer Service at (206) 936-8661.

3. Q. Where can I go for product support for Microsoft Desktop
      Applications 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. For assistance with Microsoft Desktop Applications
        products, call (800) 936-4100.

      - Microsoft Forums on CompuServe. You can discuss current
        support issues with other users and download updated files
        from the libraries. For an introductory CompuServe membership
        kit specifically for Microsoft users, call (800) 848-8199 and
        ask for operator 170. If you are already a CompuServe member,
        type "go microsoft" (without the quotation marks) at any "!"
        prompt.

      - 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(206) 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 on
      CompuServe, what information should I include?

   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 Desktop
      Applications product support?

   A. Microsoft Product Support Services is available for the deaf
      and hard of hearing. Using a special TDD/TT modem, call (206)
      635-4948 between 6:00 A.M. and 6:00 P.M. Pacific time, Monday
      through Friday.

Additional reference words: suppopt

Copyright Microsoft Corporation 1993.