Personal shopping Setup Training

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Frequently asked questions

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There is no associated cost or expectation to purchase. We know that shopping for the right tech can be tricky, and our product experts are available to answer questions and provide insightful advice with zero pressure to buy.

You do not need to download the Microsoft Teams app; however, it will offer an optimal experience. To join your appointment, simply select the “Join your appointment” button provided in your confirmation or reminder emails and sign in as a guest through a web browser.

 

If joining via desktop browser, we recommend using Edge or Chrome to ensure a fully supported experience. Other browsers may experience problems joining the session. Select “Allow” when prompted by the browser for access to your microphone and camera. (You’ll have the option to mute your microphone and turn off video before joining and at any point during the call.) Then provide your name and select the “Join now” button to enter the virtual lobby. A Microsoft Store associate will admit you into your session.

 

If joining via smartphone or tablet, the page will open in your mobile browser. Enter your name and select the “Get started” button. Select “Allow” when prompted by the browser for access to your microphone and camera. (You’ll have the option to mute your microphone and turn off video before joining and at any point during the call.) Select “Join meeting lobby” and a Microsoft Store associate will admit you into the session.

Our experts can help you with any item we sell at Microsoft Store. You can ask about Surface devices, other PCs and tablets, accessories, Microsoft 365 plans, gaming products, including Xbox and PC, VR and mixed-reality experiences, Windows, and more.

Yes. Our product experts will give you the option to either add items to your cart for you and complete the transaction or walk you through adding items to your own cart.

No. You have the option to turn your camera off or on at any point during the call.

Some customers find it useful to record the session for reference, but it’s up to you. At the beginning of the session, you’ll be given the option to record. You can then opt in, or out.

Yes, but you’ll need to do this on your first call with the product expert. They’ll schedule the follow-up session for you.

Yes. You can book for someone else as long as they’re 18 years or older and will be in the session.

We are currently supporting US, CA, UK, and AU customers. If you reside in one of these regions, please visit the appropriate regional site to book a session.

Yes. Captions can be turned on during the conversation.

You can make changes to your booking here. You’ll need the confirmation number found in your confirmation email.

The Microsoft Store Promise

Microsoft Store offers world-class customer support and guidance, ensuring that our customers find the best devices, games, apps, software, and resources for their personal and professional needs.

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Microsoft Store offers free personal shopping assistance by video, audio call, or chat. Book an online appointment or chat live with a product expert for guidance, recommendations, and help placing orders. We can help with all things Surface, Microsoft 365, Xbox, Windows PCs, gaming, and more.

You must be over the age of 18 to book an appointment.

*Available with eligible consumer purchases only made between 10/3/22 – 12/31/22 at Microsoft Store online in the United States (including Puerto Rico) and Canada and at the Microsoft Experience Center in New York, NY. Purchases can be returned through January 31, 2023. Business, commercial, and reseller customer purchases not eligible. Items purchased from Microsoft Store can be returned by following instructions for return for refund on the returns page or by visiting the Microsoft Experience Center in NY. Items purchased from Microsoft Experience Center can only be returned by visiting the Microsoft Experience Center in New York during the return period. Applicable return policy applies to each purchase. Please see Microsoft Terms of Sale for terms applicable to Microsoft Store purchases. Promotional items given, or discounted products bought with, a qualifying product are not valid or must be returned if the qualifying product is returned. For Surface purchases, you may be entitled to additional benefits under the Microsoft Store Promise for Surface; the Microsoft Experience Center honors the Microsoft Store Promise for Surface. Microsoft reserves the right to modify or discontinue offers at any time.

**Offer valid from 9AM PT October 3, 2022 to 11:59PM PT through January 2, 2023 (“Offer Period”) on eligible consumer purchases only made at Microsoft Store online in the United States (including Puerto Rico) and Canada and at the Microsoft Experience Center in New York, NY. Business, commercial, and reseller customer purchases not eligible. Customer is eligible for price adjustment only if the price of the purchased item is reduced during the Offer Period and in stock for purchase. For purchases made from Microsoft Store, Customer must contact customer service at 877-696-7786 with order number and any other information requested by a representative. If purchased at the Microsoft Experience Center in New York, Customer must return to the Microsoft Experience Center in New York with receipt to receive price adjustment. Price adjustment will be provided to Customer in same manner as item was purchased.Depending on your date of purchase, you may have additional time to request a price adjustment through the evergreen Microsoft Store Price Promise. Limit of one price adjustment per item. For Surface purchases, you may be entitled to additional benefits under the Microsoft Store Promise for Surface. Price adjustments do not include taxes, or shipping or other fees. Microsoft reserves the right to modify or discontinue offers at any time.