BluePhone Online Tech Support & Computer Help FAQ

How can BluePhone Remote Computer Support help me?

BluePhone Personal Tech Experts are highly-trained professionals specializing in remote online computer repair and support. That means that they can help you from their desk to yours, without entering your home and without you or your PC ever leaving your home. Consider us your personal remote help desk!

From online computer repair to remote tech support, our BluePhone Tech Experts are standing by. They can:

• Keep your computer running smoothly. Your Personal Tech Expert can perform standard maintenance on any PC or Mac, such as updating the Window® operating system, installing software patches and clearing out large, unneeded files that might be slowing down your computer.
• Keep your computer safe by identifying and eradicating viruses, worms, and malicious content. BluePhone Personal Tech Experts can also help you install and run anti-virus software.
• Protect your identity by eliminating spyware and keeping anti-spyware software up to date.
• Set up home and small office networks with security measures suited to your needs (wireless and wired).
• Resolve email problems and give you helpful tips on using popular email applications such as Outlook.
• Answer your questions about software applications. For example, "How do I change line spacing in Word?" or "How do I create formulas in Excel"?
• Help you with any device that connects to your computer, such as printers, digital cameras, iPods/MP3 players, PDAs and scanners, during set-up or use.
• Resolve Windows error messages, frozen computers, and application crashes.

How easy is it to connect to a BluePhone Personal Tech Expert?

Very easy! BluePhone Personal Tech Experts are available 24/7, 365 days a year to assist you with your computer repair problems via phone, email, or chat. To speak directly to a BluePhone Personal Tech Expert call (877-442-2583) BluePhone Personal Tech Experts can, with your permission, remotely connect to your computer to diagnose and resolve your computer problems.

When are BluePhone Personal Tech Experts available?

Any time you need them. BluePhone Personal Tech Experts offer remote computer support 24/7, 365 days a year. Please give us a call or send us an email when it is most convenient for you. If you prefer, you can also schedule an appointment at a future date and a BluePhone Personal Tech Expert will be happy to help you then.

Will BluePhone Personal Tech Experts support older computers?

Yes. BluePhone Personal Tech Experts can help you, regardless of whether your computer is old or new, whether you use a PC, Mac or Linux-based computer. Best of all, if you have a broadband internet connection, your BluePhone Personal Tech Expert should be able to help you via a remote help desk to your computer.

All of our Personal Tech Experts have at least 160 hours of training in addition to professional certifications such as, A+, MCP, CCNA, MCSE, CCNP and Net+.

Do you resolve software problems?

BluePhone Personal Tech Experts are able to assist you with your operating system issues on Windows (95, 98, ME, NT, 2000, XP, Vista), Mac, or Linux AND virtually any software application you might have installed or want to install.

How long is your call wait time?

Our goal is to answer your call right away. If, however, the wait is a bit longer during peak times, we offer you the option to leave us a voice mail message. A BluePhone Personal Tech Expert will call you back at your convenience, any time of day or night.

What is remote computer support? How is it better than conventional support?

Remote computer support allows your BluePhone Personal Tech Expert to connect from his or her computer to your computer. With this connection and your permission, the Personal Tech Expert can see the same screen you do and diagnose and resolve problems much more quickly.

The best part is you're always in control. You always have the option of ending the remote support session and continuing with traditional phone support. Rest assured, the remote connection we use is 100% secure.

You benefit from remote computer support because it means you don't have to pack up your computer and take it in to the store for repair. Your computer never leaves your possession or control. With BluePhone, you simply pick up the phone and get the help you need right away.

How long does an average support session last?

Each inquiry is different but many are resolved within an hour. We aim to make our online computer repair services as swift and painless as possible. If at any point you need to end a call with your Personal Tech Expert we will set up a time to call you back at your convenience. You also have the option to allow your Personal Tech Expert to stay connected to your computer and continue their work while you are away.

Will a BluePhone Personal Tech Expert be able to access my computer after a remote support session has ended?

Absolutely not. Access to your personal computer is only allowed with your permission through a Web interface. Your BluePhone Personal Tech Expert cannot reconnect without you being at your computer and allowing him or her access.

If I have a dial-up connection can I still get remote computer support?

Yes. However, for best results a high-speed connection is recommended. If you are unable to make an outbound call while connected via dial-up, your BluePhone Personal Tech Expert can assist you via an online chat.

What if I have a question regarding billing or my account?

If you have questions about the status of your membership, order or other sales-related issues, our customer service staff is available between 6 a.m. and 6 p.m. Monday through Friday; 7:30 a.m. to 4 p.m. Saturday; and 9 a.m. to 1 p.m. Sunday. (All times are Pacific Time.) You can reach a customer service representative by calling our sales line directly at 866-727-BLUE (866-727-2583).

What if I want to cancel my membership?

You can cancel by calling 866-727-BLUE (2583). There are no cancellation fees. If you are not satisfied with the resolution of your single-fix, we will refund you within five (5) days of service by calling 866-727-BLUE (2583).

For subscriptions (monthly and annual), we will refund your initial charge within fourteen (14 days of signing up for service. You must cancel prior to renewal to avoid being charged for the subsequent month or year. Please call 866-727-BLUE (2583) to request a refund or to cancel your service.

What is BluePhone's Refund Policy and associated restrictions?

BluePhone offers a full refund on monthly and annual memberships if you cancel within 14 days of signing up for the service. Thereafter, if you cancel your monthly or annual membership 5 days prior to renewal, you will not be charged. For annual memberships, if you do not use the service during the renewal term, you may request a refund within 14 days of your annual renewal date. If you sign up for a free trial and your membership is converted to a monthly or annual membership, you must cancel before the end of your free trial to not be charged. After your free trial is converted to a monthly or annual membership, you can receive a full refund if you cancel within 14 days of converting to a paid membership. For Single Fixes you must request a refund, no later than 5 days after your service.