An approach that provides product repair assistance using a virtual universe is described. In one embodiment, there is a method for providing repair assistance for a real-world product in a virtual universe. The method includes receiving diagnostic information relating to the real-world product, ascertaining repair assistance information for the real-world product from the received diagnostic information, and generating a rendition of the real-world product along with the repair assistance information for display to a resident on-line in the virtual universe.