Win32 Virus Removal

Apple's Mac computers and operating systems have always had a reputation for being easy to learn and use. Windows PC's, not so much. But after years of relying more on computer makers to provide service and support, Microsoft has quietly launched a new online help service. But you'll have to pay, prompting some to wonder why the company doesn't just make software that's easier to use.

"It's a little ironic that Microsoft sees opportunity in some of our challenges with its products," says Todd Bishop with Geekwire.com.

The new "Answer Desk" offers online help with Windows and Microsoft software. The site promises "Answer Desk Answer Techs are highly trained, and qualified in their domain of knowledge, including popular software such as Word, Excel and PowerPoint."

In addition, "They are professional, friendly, and dedicated to solving your PC issues without resorting to technology jargon. Eager experts are standing by 24/7 to also provide help with PC performance and even virus detection and removal."

After a free, initial online chat, customers can get software support ($99 for about 60 minutes), personal one-on-one training ($49 for an hour-long session), virus removal and protection ($99 for a two-hour session), and PC performance (also $99 for about two hours).

But is it worth it? While Bishop says he's confident the help is of a high quality, he says novice or inexperienced computer users can often get equally competent help from a friend or neighbor for free.

"Isn't this the classic role for your kid when he comes home for Christmas, to upgrade the browser and clean up your computer?" Bishop laughs. Or perhaps the 12-year-old down the street, he suggests.

The service is modeled on Apple's successful Genius Bars at their retail stores, which provide personalized help for a price. Microsoft has duplicated the service at its own retail outlets.

ARS Technica calls the offering surprising, since retail customers of Microsoft based products already qualify for a certain level of free support. But clearly, many customers still suffer plenty of confusion or just can't get what they want out of their PC or software.

Bishop says it also sends a confusing message to less than tech savvy consumers that Microsoft products are difficult to use.

"And it does speak to the fact that in a lot of ways, it speaks to the fact that, in many cases, these are problems that improvements in Microsoft's own software would solve."

Josh Kerns, MyNorthwest.com Reporter

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