Microsoft offers free Vista SP1 support

Microsoft quietly changed its support policy for all users experiencing installation or compatibility issues with the recently released service pack 1 (SP1) of Vista, its latest Windows operating system (OS) version.

The company is offering free support to any Windows Vista SP1 user experiencing problems, according to Microsoft Windows Vista blog postings made over the Easter weekend by Brandon LeBlanc, a Microsoft most valuable professional (MVP).

"You have a variety of options you can choose for support, all of which will not cost you any support fee," he said, directing users to a Windows Vista support page. "I repeat: support for SP1 will not cost you anything."

The Vista support site offers free support for SP1 installation and compatibility issues via email, telephone instant message (IM) chat and is open during US Pacific time business hours for one year. Microsoft had not responded to enquiries about availability for those users in the UK at the time of writing.

But the move means users who bought their version of Vista pre-installed on a new laptop or PC can also now take advantage of the free SP1 support. Previously, these users were referred to the original equipment manufacturer (OEM) from which they bought their new hardware.

Free SP1 support had only been available to those customers who bought a retail version of the OS, while OEM customers without a pre-paid home or business user support plan with Microsoft would have had to pay $59 (£29.65) per request.

But with no official announcement on the changes, either through the Windows Vista Solution Centre or Microsoft's main Windows Vista SP1 site, the wording of the Vista SP1 support conditions confused users.

One response to LeBlanc's post said: "You cannot get free support from [Microsoft] if Vista came pre-loaded on your HP. At least, that is what the website indicates."

LeBlanc responded: "You are incorrect. We are offering free-of-charge support to anyone who is having issues installing Windows Vista SP1 - even folks like pat [another blogger on the tread] who may be using a OEM copy of Windows Vista that came with their HP laptop... Again, anyone can get free support for installation issues of SP1."

And by Sunday, the Vista SP1 support site had been updated to remove references directing users to contact their OEM if they had acquired Vista on a new computer. It now reads: "No-charge: Unlimited support requests."

IT PRO is awaiting confirmation from Microsoft of reports that the no-fee Vista SP1 support is actually part of its Windows Service Pack policy, as well as why the changes to its support terms had to be made if this was the case.

Microsoft released Windows Vista SP1 to the public last week.