 |
|  |
| ||||||||||||||||||||||||||||||||||||||||||||||||
| 90 Days Warranty - Full Packaged Products |
| Customers who purchase Microsoft Full Packaged Products (FPPs) can enjoy 90-days free warranty support. This includes unlimited number of free support incidents through web and phone. What is a FPP? Full packaged products, or FPPs, refer to shrink-wrapped boxes of licensed Microsoft products that you can buy from software retailers. FPPs contain software CDs, manuals and an End User License Agreement (EULA). FPP license is perpetual. To check if your software is a FPP version, please visit http://www.support.microsoft.com/gp/notsureoem/en-hk for instructions to obtain your Product Identification (PID). Scope of Warranty Support In scope:
Getting Warranty Support from Microsoft You may also contact our technical support hotline for assistance. Prior to making contacts, please have the following information handy:
If your Microsoft product is preinstalled, distributed with your computer, or if you obtain an upgrade directly from your computer manufacturer, your primary source for support is the personal computer manufacturer who provides your Microsoft software. See "OEM Support" |
| >> back to top |
| Support Service Level |
| Online/Email Enquiries Submit a request at http://go.microsoft.com/?linkid=7568077 Service Target: Expect email response within next business day Phone Enquiries Customer Service Hotline: (852) 2388 9600 for Hong Kong SAR customers 0800 760 for Macao SAR customers Hours of Operation: 0900 to 1800 Monday to Friday (excl. public holidays) Service Targets: All technical enquiries expected to be handled upon first call or within 3 business days (if further investigation or troubleshooting is required)  |
| >> back to top |
| Paid Support Options |
Support options for home users, home office, other very small-business customers, developers, IT professionals, and partners.
|
| >> back to top |
| Original Equipment Manufacturer (OEM) Support |
|
To learn more about the different support options for Windows XP, please visit: http://www.microsoft.com/windowsxp/support/default.mspx If your Microsoft product is preinstalled, distributed with your computer, or if you obtain an upgrade directly from your computer manufacturer, your primary source for support is the personal computer manufacturer who provides your Microsoft software. What is an OEM license OEM stands for 'Original Equipment Manufacturer'. OEM licenses are supplied with software that an OEM partner pre-installs on a computer. We called this software an OEM version software. To check if your software is an OEM version, please visit http://www.support.microsoft.com/gp/notsureoem/en-hk for instructions to obtain your Product Identification (PID). If the letters OEM are included in the product identification number, then your Microsoft software comes pre-installed hence it is an OEM version. |
| >> back to top |
| Common OEM Hotlines in Hong Kong | ||||||||||||||||||||||||||||||||||||||||||
| ||||||||||||||||||||||||||||||||||||||||||
| >> back to top |
| Frequently Asked Questions |
| (1) Technical & User SupportQuestion: What technical support services are provided by Microsoft free of charge? Answer:
Which Microsoft paid support option should I subscribe to? Answer: Microsoft provides three paid support options to serve the needs of different users:
Question: What is the Microsoft Knowledge Base (KB)? How can I use it? Answer: Microsoft provides three paid support options to serve the needs of different users: The Microsoft Knowledge Base, or KB, is a huge collection of user enquiries and solutions as well as other technical support information complied by the Microsoft support team. Please visit http://support.microsoft.com, and input the key words of the content for your search in the "search target" box. A search option with more criteria is available by clicking through the "Advanced Search" link next to the search box. Question: How long is a support lifecycle of a Microsoft product? Answer:
Question: How can I ensure security of my computer? Answer: Several measures are needed to protect computers against malicious attacks:
Question: Where can I obtain detailed information about computer security? Answer: Please visit http://www.microsoft.com/security/guidance for further information about computer security for all sectors. (2) Genuine Software & Licensing Question: What is a software license? Answer: A Microsoft software license gives customers the right to use our software and determines how they can use it. These rights are detailed in either the End User Licence Agreement (EULA) found in Full Packaged Products (FPPs) and Original Equipment Manufacturers (OEM), or in the Product Use Rights (PUR) for Volume Licensing customers. Question: What does the license do? Answer: A Microsoft software license provides the legal rights to use or access the products and services that we provide. It gives customers the legal proof that they have the right to use the software. Question: What is the Windows Genuine Advantage (WGA) program? Answer: The Windows Genuine Advantage (WGA) program is an ongoing Microsoft campaign to encourage the use of genuine software, as well as offering incentives for users of genuine Windows XP operating systems. All users of genuine Windows XP are eligible to exclusive WGA goodies, such as tuning and personalization tools, tutorials, entertainment software and desktop themes. http://www.microsoft.com/genuine/default.mspx?displaylang=en-hk Question: How can I know if a copy of Microsoft product is genuine? Answer: A genuine copy of Microsoft software comes with the following anti-piracy features:
Question: I have a CD for Volume License of a Microsoft product. Can I install the content to my new computer? Answer: No. The Volume License is only available to Microsoft Windows® upgrade versions, which is different from the license of a complete version. A complete version of Microsoft Windows is only sold with a new computer or from an authorized dealer. For details of authorized dealers of Microsoft products, please visit http://www.microsoft.com/hk/businesscentre/buy/proshops.mspx. Question: Where can I obtain information about Microsoft's software licensing program? Answer: Please visit http://www.microsoft.com/hk/licensing for details. (3) About Microsoft Products Question: What does "Office Student and Teacher Edition" mean? Is there anything special about it? Answer: Microsoft Office Student and Teacher Edition 2003 productivity suite is offered to teachers and students at an affordable price. The software can be used either at school or at home. The user, or at least one member in the user's family, must be an eligible member of the education sector when purchasing Office Student and Teacher Edition 2003. The user and user's family may continue using the software after graduation. http://www.microsoft.com/office/editions/howtobuy/default.mspx http://www.microsoft.com/office/editions/howtobuy/student.mspx Question: Where can I obtain information about Microsoft Windows Vista™ and 2007 Microsoft Office system? Answer: You may find information on these two products at http://www.microsoft.com/windowsvista/ http://www.microsoft.com/office/preview/default.mspx Question: What is "product activation" functionality? Answer: Microsoft Product Activation functionality is an anti-piracy technology designed to verify that the product has been legitimately licensed. It is designed to be simple and unobtrusive for customers who legitimately acquire the software license. Microsoft Product Activation is completely anonymous, and no personally identifiable information is collected. Question: How can a Microsoft product be activated? Answer: Product Activation is included in several versions of Microsoft software, including Windows XP and Office 2003. Customers will have the choice of activating via the Internet or by telephone: Internet activation:Connect your computer to the Internet, and follow the steps given by the activation guide. Telephone activation: Launch the activation guide and choose "telephone activation". Call the activation hotline 2388 9600, and enter the installation ID shown on the computer screen. After verifying the installation ID, the activation center will return to you with a confirmation ID. Type the confirmation ID into the appropriate space in the activation guide, and click "Next" to finish the activation process. For other information about product activation, please visit: http://www.microsoft.com/piracy/activation.mspx For information about product activation of particular products, please visit:
Question: How can I obtain the latest information from Microsoft Hong Kong, such as product news, promotions, seminars, technical supports, and website updates? Answer: Please sign up for the Microsoft Hong Kong Newsletter for the latest news from Microsoft Hong Kong, including products news, latest downloads, promotions, special offers, events and activities. |
| >> back to top |