- What are the hours of operation for CompUSA TechProLive?
- Is CompUSA TechProLive support transferable?
- Does CompUSA TechProLive support Apple Macintosh products?
- What are the minimum requirements in order to use Advanced Chat/Remote Desktop Log In?
- What happens if I purchase CompUSA TechProLive support package or per incident and my problems cannot be resolved?
- What happens when my three months or six months of unlimited support expire?
- What types of technical service support technicians does CompUSA TechProLive utilize?
- Are these the same technicians that are at CompUSA store locations?
- Are these the same technicians that CompUSA sends to my location if I choose?
- How do I know my information will be kept private?
- How safe is remote desktop login and advanced chat?
1. What are the hours of operation for CompUSA TechProLive?
a. Call center/chat/ remote access is 24 hours/day - 7 days/week in the United States and Puerto Rico. International support is not available at this time.
b. Email access will be available on a "first come, first served" basis.
- Customers that pre-purchased TechProLive will generally receive responses sent to support@TechProLive.com within four hours.
- Customers sending email to help@TechProLive.com will generally receive a response within 24 hours.
2. Is CompUSA TechProLive support transferable?
No. CompUSA TechProLive is intended for individual use and for a single household consisting of one to three computers and single peripheral products connected to the computers. Our service history records maintain tracking for a limited number of recorded assets and serial numbers per package. For nonresidential or business applications with multiple users, CompUSA offers call pack services. Please contact a CompUSA Business Sales Representative at any CompUSA store location.
3. Does CompUSA TechProLive support Apple Macintosh products?
CompUSA TechPro's can help you over the phone, but at this time would not be able to chat or offer remote desktop support. CompUSA's TechPro's are working on Apple-based solutions that will be offered in the future.
4. What are the minimum requirements in order to use Advanced Chat/Remote Desktop Log In?
Microsoft Windows 98, ME, 2000, XP, Vista, or Server 2003, Internet connection with a minimum speed of 28kbits/sec, IE 5.5 or later, with support for 128bit or 256bit encryption.
5. What happens if I purchase CompUSA TechProLive support package or per incident and my problems cannot be resolved?
CompUSA TechPro's goal is to present a complete experience with CompUSA TechProLive purchase. CompUSA TechPro service offers several additional options for support, beyond the choices available with CompUSA's TechProLive. In-store and in-home services provide face-to-face support, repair, and installations from our qualified CompUSA TechPro. When the best option for support is face-to-face services, whether in our stores or on-site at home or office, an additional purchase will be required.
To expedite faster and more comprehensive service experience, our team will provide documentation from our TechProLive service to in-store or in-home CompUSA TechPro's when needed. Some services may include facilitated shipping, such as services via manufacturer or centralized repair facility solutions.
6. What happens when my three months or six months of unlimited support expire?
CompUSA will notify you via your provided email when support options are about to expire. You will be given the opportunity to purchase your choice of additional support packages. There are no penalties for allowing your support packages to expire. CompUSA does not issue refunds for support services once they have been utilized (see terms and conditions of service).
7. What types of technical service support technicians does CompUSA TechProLive utilize?
CompUSA provides a variety of support team technicians depending on your needs. Their certifications include MOUS and Microsoft, CompTIA A+, and other certifications deemed necessary as part of the services provided by CompUSA TechProLive.
8. Are these the same technicians that are at CompUSA store locations?
No. Technicians in our North American support centers are designated specifically to support the services offered for TechProLive, as well as other support services CompUSA offers through its various service programs. However, a comprehensive record of your CompUSA TechProLive service history to assist in further support will be readily available, via our nationwide service database, at all in-store CompUSA TechPro Service Centers.
9. Are these the same technicians that CompUSA sends to my location if I choose?
No. Technicians in our North American support centers are designated specifically to support the services offered for TechProLive, as well as other support services CompUSA offers through its various service programs. CompUSA TechProLive team is able to provide needed information and notes to a dispatched technician when you purchase in-home services.
10. How do I know my information will be kept private?
Please see CompUSA's Privacy Statements.
11. How safe is remote desktop login and advanced chat?
It is very similar to using your telephone: when you initiate the chat or login, it is active for two-way interaction. When you disconnect the chat or login - the connection is ended. These functions do not allow access to the chat or login features without your permission. Our CompUSA TechPro team is not provided a method of access to transfer any files or data from your computer to the CompUSA support center.