That was my same question. This was a MAC computer and they should have directed me to apple to have the problem taken care of for NO cost. They mislead me in stating they were apple employees.

I feel like they are scammers. Nothing felt right about it at all when a pop up came up saying that I need to call in 5 minutes or my computer would stop working. Knowing how bad I need this computer I called, and some Indian guy who answered and was supposedly trying to fix my computer was googling pitbull and Rottweilers and looking up pitbull attacks. What does any of that have to do with the fact that my computer has a virus? Nothing. And it is really weird that they wanted me to type up card number, and the security code as well on Microsoft. That just all seems unprofessional and sketchy. I had to turn my computer off midway.

No they are outsourced and they are not thru Microsoft whom I too thought they were

I was misled to believe I was dealing with Microsoft.