Microsoft Corporation

Review: I purchased a new computer 3 weeks ago. I was immediately prompted upon powering the computer on for the first time to download Windows 8.1, I did so and since then have had nothing but problems. My computer continuously freezes and I receive error messages stating that Windows is not responding, as well as any and all other applications open at the time. I'm aware of glitches and therefore tried to wait for the issue to be resolved but it became more and more frequent with the issue lasting longer each time. I began call Microsoft for help today, 11/30/2013 at 3:30 pm and have yet to at 8:50 receive any actual help. I have talked to several representatives as well as supervisors and have had to call back several times. I was initially chatting with an individual that was not very helpful, upon asking to speak to her supervisor I was rerouted to an automated system in French, and the call was then disconnected. I have called several times and spoken with several people all in varying degrees of helpfulness. I explained my issue to yet another rep and was transferred to a person (I'm not sure if he was a supervisor, I believe his name was [redacted] or [redacted] who asked me what I wanted. He told me that he had no clue why I was calling and that he couldn't help me. I explained my issue and that the previous rep had me disable everything so I needed to know whether or not to enable everything again. He kept saying that he didn't know because he didn't have me do it. Eventually he had me run a scan on the computer, the results were as follows: " Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windir\logs\CBS\CBS.log." I read him what it said and asked what that meant, his only response each time I asked the question was, "no". I explained that there must be some sort of issue and he stated that it didn't actually say that. It did in fact say that and I have a screenshot proving that is exactly what the scan produced. Since he hung up on me I have called no less than another 4 times I am being transferred, hung up on, and talked down to. The main response I receive upon explaining my problem is "um". I simply want to know what needs to be done in order to use a computer that I just recently purchased.Desired Settlement: I would like to contacted by someone that can at least feign concern for my issues. I would like to have the issue either resolved, or the computer replaced as soon as possible. The errors that continue to occur are preventing from utilizing my computer for even a fraction of the time that I need to be able to do so. I would also like a formal complaint to be made regarding the level of service that I have been receiving.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/11) */

On 12/10/2013, Microsoft Support was able to connect with the customer to initiate a conference with [redacted] regarding the customer's [redacted] Satellite L55T computer of which the customer would like to roll back to Windows 8.

[redacted] informed the customer and Microsoft Support that the machine does not have a recovery partition to enable the roll back to Windows 8, but the recovery media could be purchased for $40.00. The customer denied this option. Microsoft Support is going to work further with customer to see if there are any alternatives to address the issue. Microsoft will update the Revdex.com case again upon resolution of this matter.

Final Consumer Response /* (4200, 12, 2014/01/02) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have decided from this point on to attempt to work with [redacted] to resolve the issue. While I do acknowledge that Microsoft provided support for an extended time, the support was not up to par. Speaking with rude support providers and being told that my schedule was my responsibility. Being made to cancel an appointment made months in advance because that was the only day the support team was willing to help me. After so much time without resolving the issue and spending hours on the phone daily I cannot continue. Had the representative been kind and somewhat understanding it would have made the situation go over much more smoothly. In the end I realize that my case was not cut and dry but for the "highest level of support" from microsoft to be so flippant is just ridiculous.

Final Business Response /* (4000, 14, 2014/01/03) */

Microsoft Support was able to connect with the customer on 1/2/14. The customer informed Microsoft Support that she will be contacting [redacted] Technical Support and does not need additional assistance from Microsoft. The customer's computer is fairly new and the recommendation to engage [redacted] Support was provided at the onset of Microsoft support Engagement of this matter.

During this case, Microsoft Support assisted the customer with engaging [redacted] Support and they stated a [redacted] Recovery Disc would resolve the issue. The Recovery Disc cost is $40. The customer declined to pay for this cost. Microsoft Support offered to reimburse the customer as a goodwill gesture, but the customer declined the offer and the disc was not purchased.

Additionally, Microsoft Support has provided the customer with a free copy of Windows 8.1 in an attempt to resolve the issue, alternatively to the recovery disc.

Microsoft considers this case closed and will proceed with archiving this case.

Review: I have 2 Microsoft hotmail accounts. One of them was obviously hacked by someone and it has shut me out. I have been working with Microsoft for 3-4 trying to regain access and I am getting nowhere. I go 4-5 days without hearing anything and when I do it is no help or asking questions that have already been asked. I have provided more than enough information to prove that I am the account owner, but feel that they are not taking me seriously. I need into my account for work purposes and I am very disappointed that they do not provide better customer care when matters like this happen.Desired Settlement: I would like them to send me a new password so that I am able to access my account.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/27) */

December 27, 2013

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received your complaint from the Revdex.com regarding the issue you had with trying to access your blocked Hotmail account. Your case was escalated to our Hotmail team, where our engineer, [redacted] worked with you December 20th and December 26th. Although you tried various methods to validate your identity, you were unable to do so. As a result, per security policy, we are unable to continue to help you gain access to this account, to prevent potential "phishing" or social engineering attempts.

If you create a new account at https://signup.live.com, we recommend enabling Two-step verification as a security measure to help better protect your account. More information and instructions for enabling Two-step verification are found at the following link:

http://windows.microsoft.com/en-us/windows/two-step-verification-faq.

I will proceed with closing your case at this time, as we are unable to assist you further.

Sincerely,

Microsoft Customer Advocacy Manager, United States

Review: I received an email from Microsoft on August 1, 2013 stating that my debit card was no longer valid from a free 30-day trial period I had previously ordered and they were unable to draft funds from my account. The email stated in order to reactivate my suspended services, I would need to provide a valid credit card however I had not ordered any new products and didn't want any of the services so I ignored the email. Today, November 29, 2013, as I was viewing my bank statements from October-November I noticed that there was a charge on my account from Microsoft. As I went back, I seen that I had been charged a fee every month from August to November and I immediately contacted the phone number that was listed on my bank statement as Microsoft's phone number to get the issue corrected. Dealing with customers on a daily basis in my career, I know how difficult it can be dealing with upset customers so I tried everything I could to be as patient and nice as possible, but after being treated so horribly by their representatives, I began to lose it. Everyone kept giving me the run around and seemed like no one was actually listening to my issue. I had been transferred to 5+ people and experienced extremely long hold times with still no resolution. After an hour and a half, I finally spoke to someone in the billing department they told me I would need to contact my bank and ask them to reimburse the fees I had been charged. I didn't understand that because my bank had nothing to do with the issue. At that point I was fed up and requested the call be escalated to a higher level, where I was instead just transferred to another department that still couldn't help me. I requested to speak with a supervisor, who again tried to transfer the call and I insisted on no longer being transferred. The supervisor, [redacted], kept over-talking me, and basically stating he wasn't going to do anything unless I allowed him to transfer me. After 2+ hours had passed, nothing being done and me getting a migraine from getting so frustrated, I hung up. Desired Settlement: I would like reimbursement of all fees that were drafted from my account from August 2013-November 2013 and compensation of the 2+ hours I spent on the phone with their terrible customer service representatives.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/16) */

December 16, 2013

Revdex.com Case: XXXXXXXX

Hello [redacted],

My name is [redacted] and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received the report you filed with the Revdex.com regarding charges on your account that may have been linked to a 30-day trial subscription for Office 365 Home Premium. In your report you detail that you received an email indicating that payment method needed to be updated on your account, however you declined to do so as you were not interested in continuing the Office 365 service. Subsequently, you verified that charges on your account were linked to Microsoft and called customer support for assistance. At this time, your account has not been credited and you are seeking refund, and compensation for time spent on the phone with Support. We regret to hear that your experience was less than exceptional, thank you for taking the time to contact the Revdex.com, and for the opportunity to resolve this issue for you. If I have misunderstood your request, please let me know.

We attempted to reach you via email on 12/3, 12/6, and 12/12, however we have not received a response. In order to research your request further, kindly reply all to this email with a copy of your statement showing each charge you incurred, any support case numbers you were provided when you called into Microsoft to resolve this issue, and the account email to which the 30-day trial was tied.

Thank you,

[redacted] Advocacy Manager

Customer and Field Advocacy

Review: I started my journey to a civilized solution to my basic issue at 10:20 AM on 12 September 2013. I called the support number provided through a link to my purchase receipt. I explained my problem to the call center operator who denied he had the ability to help me. What followed from this individual's incompetency were 9 phone call transfers and over four hours of wasted time talking to a new person about every 30 minutes.

Desired Settlement: All I want is a refund for a purchase I made for windows 7 home editions so I can purchase windows 7 professional edition because this is the version I physically have installed on my computer. However it seems within the Microsoft Corporation it takes an act of god to find someone who knows how to do anything other than transfer you to someone that doesn't know how to do anything. At this point all I want is a refund so I can buy a [redacted] and never have to deal with Microsoft for the rest of my life.

My order # is XXXXXXXXXX

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/16) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in obtaining a refund for Windows 7 Home Edition so you can purchase Windows 7 Professional. Once I received your request, I reached out to you to obtain more details to enable me to move forward. I received a response from you stating that you were able to receive your refund and did not need my assistance. While I regret to hear that you did not have a satisfactory experience, I am glad to know that you were able to receive your refund.

As no further action is required, we are now considering this case closed.

Thank you for contacting us,

Sr. Advocacy Specialist

Microsoft Corporation

Review: Tried to purchase Windows 8 Pro from the Microsoft Store, I chose DVD to be able to download the DVD instead of running an upgrade, because this needs to be installed on a system other than the one I'm downloading the software from. The software download is not what is on Microsoft's site as advertised, a 5mb Setup file started scanning my system for compatibility for upgrade it stated! The Microsoft tech that I called told me oh yes after it finished all of that you will be able to burn a DVD. NOT ACCEPTABLE, I'm not upgrading the PC that I'm pulling the software down on, and MICROSOFT Shouldn't be scanning anything! I told them I can see that instantly they have already locked the funds on my credit card for this and they need to undo that, cancel this order, and give me my money back. I'm not installing Microsoft anything on my system at this point. Customer service rep said this would be at least 3 to 5 business days to complete. I told him that is unacceptable and that I'm sending this over to the Massachusetts Attorney General's office. First thing Monday morning and I'm having my credit union charge back the funds, and I'm going to get a statement from them to include in the complaint I'm filing at the Attorney General's office.Desired Settlement: I want my $212.49 back that your company just stole from my account with out providing me the product that I attempted to purchase!

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/16) */

Hello [redacted],

Microsoft received your complaint to the Revdex.com regarding your purchase of Windows 8 Pro from the Microsoft Store.

In response to this complaint, I engaged our escalation team who provided you with a refund.

I understand you spoke with the escalation specialist today, and confirmed that you received a refund of $212.49 on 7/11/13.

Microsoft now considers this matter closed. Thank you for contacting us!

Advocacy Specialist

Microsoft

Review: On April 28, 2014 I contacted Microsoft's tech support due to a computer issue. I have a yearly contract for tech support because if my computer does not work, my business is in trouble. Initially I spoke with a "[redacted]". I told her I had a Microsoft tech service contract. She asked for my contract number. I told her there is no number, it is tied to my e-mail. She transferred me to tech support where I was told that the wait time would be greater than ten minutes and I elected to receive a call back. Approximately nine minutes later I received a computer generated call back that stated I would be connected to the next available representative, then put on hold with music. Within a few minutes I was speaking with "Ernesto". I explained that I have a service contract. He asked for my contract number. Again, I explained that I do not have a contract number, it is tied to my e-mail. I explained the problem I was having and he stated it has nothing to do with Microsoft. I stated, how do you know this when you haven't done anything. Next thing I know, he puts me on hold and then transfers me to [redacted] part of the Global Escalation team. [redacted] then proceeds to tell me he would not help me because he doesn't talk to customers. I then asked him to connect me to a supervisor/manager. He stated he wold not transfer me to a supervisor. Next thing I know, he transfers me to customer support (I learned this after being on hold for another 24 minutes). I am then speaking with [redacted]) in the "Windows" department. I then give him all my information. He does know that my account is tied to my e-mail; however, he puts me on hold for 5 minutes to verify. He then states that I should have not been treated the way I was treated by the previous Microsoft employees. He then proceeds to help me. After being on the phone with him for one hour and 31 minutes, I state I have to leave to pick my wife up at the airport. He stated, no problem, as he had to go to lunch and would continue working on the problem. When I came into the office this morning, the same screen was up when I left and within two minutes of me leaving, he disconnected from the chat. This was Case # XXXXXXXXXX. I gave him the password to unlock my computer to continue working, he had my e-mail and telephone number. My computer still does not work. The customer service by Microsoft is beyond disgraceful. I need my computer for my office; this is why I took out a yearly service contract. Yesterday I wasted hours of my time and dealt with incompetent and disrespectful Microsoft tech support employees. Microsoft took my money last year and then proceeds to treat a customer this way. Desired Settlement: I want a competent Microsoft employee to contact me immediately to resolve my computer problem. I do not know how I am going to be able to run my office today without a fully fuctioning computer. I would love for the Microsoft "employees" that "helped" me, fired.

Review: Surface RT Support SR# XXXXXXXXXX

I contacted Microsoft Surface Support Team via live chat on Sat (4/12/14) because my Surface RT 8.1 Preview fails to activate and therefore can't upgrade to RT 8.1 current. [redacted] was the tech that worked with me. He gave me instructions to download restore image and put it on USB drive to restore, which didn't work because the Surface RT wouldn't read from the USB drive. Then he instructed me to boot Surface RT to special mode where advance tools are available. Tried couples things there but it didn't work. Then he instructed me to reset the tablet. Reset took long time and [redacted] logged off while I waited for reset to finish. When reset was done, I noticed the tablet was boot looping (booting and restarting and booting) and wouldn't go to normal RT operating system. I couldn't reach Surface team because their office hours are over.

The next day I live chatted with Surface Team. I reported the problem I had after reset - boot loop. And the tech [redacted] tried to help by trying different button combination to boot but it didn't work. Then he said he'd set up replacement for me but that's when he found out my tablet is out of warranty (Exp. 1/23/14). And for replacement they would have to charge $220. I argued that I don't need a replacement because it cost too much. All I want to is revert the tablet back to state prior to contacting Surface support, where it was usable. [redacted] said he'd talk with his supervisor the next day (Monday) and let me know.

Today [redacted] sent me an email saying that my request for replacement is denied. This is not acceptable to me because before working with Surface support team I had at least a usable tablet but now it becomes unusable. They said they can't offer replacement but I'm not asking for replacement, I'm asking Surface Team to fix the problem that Surface team has caused - to fix the boot loop problem. Desired Settlement: I want Microsoft to provide a prepaid shipping label for me to ship back the Surface RT tablet, and they fix the boot loop problem and ship back the tablet to me.

Review: Computers keep going out.Desired Settlement: This cheap made in china garbage they selling keeps going out and they don't want to trade it out. I sent in a request and no response. I called and ask for a superior that can help and she got mad and put me on hold for an hour and a half before hanging up on me. They need to find better manufacturers than china and stop blaming the problem on me and other consumers.

Review: So I bought a [redacted] Alienware M17x R3 from [redacted] a few years ago (2011). Since then, I bought a version of Windows 8 to upgrade my operating system. I have an extended warranty from [redacted], and at the time of purchase they ensured they would have Drivers up to date for the laptop otherwise they would replace the laptop with an updated version. They have failed to provide drivers or additional support. Hence, why I am contacting Microsoft to see what can be done. My laptop has been unable to be used for a few months now. I have been having trouble with the screen not coming up after the Windows logo. This is a pretty major problem. Desired Settlement: I understand that this is not your problem, but it would be really helpful if I could be placed in contact with someone from [redacted] to help me solve this problem or I would be happy to work with Microsoft since [redacted] has been able to nor unwilling to provide driver/support for Windows 8. Thank you so much for helping me out, and I look forward to a desired outcome.

Review: I subscribed to the Microsoft Office 365 at the start of last school year. We started having issues with it working fairly soon after we started but I was able to clear the error and use up until November at least but then in December I could no longer fix the error or use the product. During the time we were using the service, Aug to Dec 2013, I went into my account and disabled the auto pay so that I could have basically a pay-as-you-go because my girls were both in elementary they only needed it randomly for special assignments but the auto renew would not come off the account for some reason. The way that I knew it did not come off was when I needed the service again I selected the payment option and paid and then when I was checking my account to see if that pmnt had cleared a few days after I saw 2 charges so I knew one was the auto bill pay so I went into my account and selected to stop that a couple times. I did not know at the time but my computer had been hacked and hijacked and so they were accessing my programs and did a number on my computer, for which I do not hold Microsoft responsible for, but in when I contacted Microsoft in December and asked them to cancel the service that was with a rep on the phone so my computer issues would not have been responsible for the rep not cancelling the service. The rep even asked to trouble shoot but I declined because we were out of school so I told the him that I would try it again later when we were at a point that we need it again. There was no need to troubleshoot a service I was cancelling. Then in July I was going thru my[redacted] account and saw I had been billed again so then I went back to Dec and saw that it had never been cancelled so again I contacted Microsoft, I just wanted it cancelled and refunded but the rep talked me into letting him call me to trouble shoot and when we could not clear the error after I think 3 attempts we left the conversation that he would get it cancelled and I would get my money back from December but neither of those happened. I do remember him saying I would get a confirmation email the following day and I remember that when I had the opportunity to look it had not yet arrived and I doubt I ever gave it another thought until today when I tried to restart my subscription only to find out it still was active and still billing so again.. I contacted Microsoft and asked for the refund and they refused to do so stating the rep from July only noted troubleshooting and did not note the account that I wanted it cancelled or refunded so the only process they offered to get any money back was to fight it with[redacted] but the rep from July did not note that I wanted the account cancelled and refunded so when[redacted] contacts Microsoft that is what they will be told so that is really not a solution for the time I paid for the service when I had requested it to be cancelled by a rep. I stated to the girl today that the credit isn't what I even really need as a solution as I am trying to restart the service so if they could give me 8 mos of service from today I would be good with that or the equiv that I paid as a credit against a year subscription I would pay the difference but they would not do either. They would only give me the option to dispute with[redacted]. I told the rep it makes no sense to me that Microsoft would want to go thru a negative process to take care of the problem. I even said I would be happy to have half off the year subscription as a trade for the problem and they declined that option as well. She stated she had a escalation rep look at it and they declined any other offer too. I cannot know what a rep is including in the note on the account or not on a call. At the end of my call with the rep in July and he told me I would receive a confirmation email w/in 24 hours I believed that to mean: since 3 install attempts failed as I had stated they had since back in December that he meant you will get an email confirmation of the cancellation and refund.Desired Settlement: Full refund from December to today and since I cannot remember the day of the month I called in December and all I can use as point of reference is the fact that my girls were off for Christmas break I would be good with 12/30/13 - 8/30-14 or give me the service for 8 mos at zero. Either one accomplishes the same thing. Additional info: July's phone call was on 7/22 until I believe 4 or 5 in the morning after I got home from work about midnight. The monthly subscription is $9.99.

Review: I have purchased computer, Xbox , video games and cell phone from Microsoft store on black friday event. while purchasing above stuff I asked sales person that I want to pay gift card against computer and xbox , video game and cell phone I can pay cash and/or debit card purchase as I am not sure if I keep those and I may return it. sales person told me no worry whenever you return your stuff we will return cash first, debit and then gift card so no separate receipt required. on his word I have purchased everything on one receipt. My daughter didn't wanted x box 360 now so I went to store to return everything except computer. Store manager i.e [redacted] handled my return and she handed over me gift card. I explained her situation but she became rude and told me that I can get gift card only back as it applied first so she can not give me other payment refund back. This was small return incident and she become screaming and asked me to wherever I want to complaint but I wont able to get my money in payment form which was committed by their earlier sales person.Reason for my complaint is 1. Microsoft being such a reputed company store doesn't have proper return policy and mode 2. being a customer to such a big company should honour small request and commitment of their sales person. 3. They need to treat customer as customer not buyer who may not come back if treated such way 4. store manager should be responsible and well mannered instead screaming and treating customer such way

Product_Or_Service: xbox 360

Order_Number: none

Account_Number: noneDesired Settlement: DesiredSettlementID: Other (requires explanation)

1. Refund of payment in cash/debit refund2. Appology from store manager 3. Due to hassle of visiting multiple time Microsoft store wasting time , money etc. and gone through such pain - Microsoft should offer compensation in terms of customer satisfaction

Review: I purchased an Extended Service Contract on 11/04/2013 for a Surface 2 for $99 when I registered the computer.The computer is incompatible with my wife's work therefore I needed to return it to [redacted] I attempted to contact Microsoft online accounts and billing department to ask for a refund within 30 days of purchase on 11/12/2013. I was on the phone for over two hours and transferred to seven different people. I was advised I did not purchase a service plan but my credit card was billed. A tech services employee verified that I purchased a plan and referenced it in a service order. SR#XXXXXXXXXX. I filed a dispute resolution with my credit card company to dispute the $99 charge. Please help

Product_Or_Service: Microsoft Complete-1 Year Extended Service Plan

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a full refund.

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/21) */

Hello [redacted],

Thank you for the update. I did check with [redacted] and he confirmed the refund has been processed. We understand how frustrating this process has been for you and [redacted] made the responsible parties aware of your experience so it can be improved.

Thank you for your patience throughout the process.

Best regards,

Final Consumer Response /* (2000, 7, 2013/12/02) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I was contacted by a representative of the company by phone and email. They quickly resolved this issue and refunded my money. They advised me they spoke with customer support to correct the problems I had so this did not happen again.

Review: I bought a computer in December 2011 with Office 2010 installed. It worked properly until today, Sept. 11, 2013, when Microsoft's automatic update forced two updates to the program. When I restarted my computer and tried to open my resume, which is a Word document, it asked me for a product key and said Office had never been installed on my computer. Instead it offered me a 29-day trial version. Because I'm unemployed and applying for a job, thus I need my resume, I had no choice but to accept the trial version. I then called Microsoft to see why the updates effectively "broke" Office 2010. The woman I spoke with said mine was the fourth call she's had today about the issue, so there clearly was a corrupt file involved in the update. She had me try system restore, but that didn't fix the problem. She then said that because Office 2010 came with my computer, as opposed to me buying it and installing it myself, that I would have to buy a product key or buy the program on disc. I told her that I wouldn't do that and that I just want Office 2010 to work as it always has. She said that what was originally installed on my machine must have been a trial version. It wasn't ... and even if so, they don't have trial versions that last 1 year, 9 months, 2 days and 6 hours. The issue is clearly related to the update, which she had previously acknowledged. She then said that she would be happy to take control of my computer remotely and fix the problem for me -- FOR $99. This is absurd. My Office program worked until a Microsoft update broke it. Trying to charge me for a fix, after they broke it, is an unethical business practice at best and more likely a scam. That's like me disabling my neighbor's car then offering to fix it for $100. All I want is for my machine to work correctly, as it did before the Microsoft update broke it, and I shouldn't have to pay for that.Desired Settlement: I just want my Office 2010 to work correctly again -- and for longer than 29 days -- before it costs me employment opportunities. If I don't have Office I have no way of updating my resume, making cover letters, filling out applications, etc. It worked for almost two years and Microsoft can't just decide "Oh well, we broke it. I guess we'll give him 29 days to use it ... aka 29 days to make him buy the program again." That's dishonest. I've been a lifelong Microsoft user but unless they do the right thing and fix my Office 2010, or give me a valid product key for free, nobody in my family will EVER buy another Microsoft product. It's not an absurd request. They broke it, now they need to fix it -- for free! -- or replace it.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/13) */

Hi Mr. [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in gaining access to your @msn.com account. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that he has advised that you contact your Original Equipment Manufacturer (OEM) to do a factory reset in order to have your copy of Office reinstalled, and for you to back up your data.

As you have agreed to contact your OEM and gave us permission to close the case, no further action is required and we are now considering this case closed.

Thank you for contacting us, and take care!

Sr. Advocacy Specialist

Microsoft Corporation

Final Consumer Response /* (2000, 7, 2013/09/19) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Microsoft had a tech support person call me very promptly who remotely took control of my machine to figure out the problem. This was the $99 service they originally wanted me to pay for, but they did it for free. The tech explained the problem to me and told me how to restore my Office program as it originally was. In the end, I'm very satisfied with the result and Microsoft's level of customer service.

Review: I shipped a working Surface Pro 3 to them because the screen ha some artifacts. They say they received it damaged. It was damaged by fedex so they said that they shipped it back to me. They cannot provide a tacking number. No one knows where it is and no one cares. 15 days now without a device.

Desired Settlement: I want a replacement device for the one I never got back.

Review: I was browsing the refurbished Surface page looking for a Windows tablet. A little below the price of the refurbished tablet it stated, "Students, faculty, and staff members save 10%. Verify your eligibility now." But, that takes you to a different set of products at higher price points. It does not say, "Here are some other great deals if you are a student or educator." It seems like it should not be on the page of refurbished products that item itself is not eligible.

When I asked a chat agent, she could not explain why it was set up like that. It was quite frustrating talking to someone who kept saying, "Just click the link, the refurbished tablets aren't on their." I understand that. I was asking why it was on the refurbished page if it was not eligible for the product page it is posted on. I have that chat saved.Desired Settlement: Maybe what it seems like it is advertising. I was one of the unfortunate few that stood in line to get a 200$ tablet at Best Buy and missed out. When I saw that a used Surface go for 225$ for students, I was excited. Not sure why you wouldn't discount refurbs further, especially after the same ones came new for less than that a month ago.

Review: I purchased a keyboard/mouse (Product # XXXXX-XXX-XXXXXXX-XXXXX)mae by Microsoft and the product malfunctioned. I contaced customer service and they informed me the product was still under warranty and they sent me out a new keyboard/mouse. I asked if I needed to return the defective product and they told me no (which I still have). They sent me a replacement product and I was told that the new product (XXXXX-XXX-XXXXXXX-XXXXX) would be under warranty until October 2013. Well the replacement product is now malfunctioning and I have tried on several occasions to get it replaced and Microsoft will not do so. Now they are telling me that I need my original receipt, which no one asked me for it before. Although I can not locate the original receipt, I was told I would not need it for replacement since I registered both products online. When I spoke to [redacted] today at the Microsoft call center, he told me that registering your product is only for promotional purposes and Microsoft does not keep the customer's information. I am just asking for my keyboard and mouse to be replaced like I was previously promised. I dont have a problem with sending both bad keyboards back as long as they send me a prepaid lable to do so. Desired Settlement: All I am asking for is a replacement keyboard and mouse for the two malfunctioning ones I have

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/28) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in receiving a replacement for your keyboard/mouse that was under warranty. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that your replacement has been shipped and sent you the tracking information.

As the issue has been resolved, we are now considering this case closed.

Thank you for contacting us, and take care!

[redacted] on behalf of

Advocacy Manager

Microsoft Corporation

Review: I got a 30 day trial for through Microsoft last Fall. I recently noticed charges and asked them why. I was advised I the fine print, it states you will renew and be billed. I explained that I did read that nor did I know that. The tech told me that they would refund me for 1 month and advised me to contact my bank to get a back log form for additional charges. He told me that he would close the account and take my visa information out of the system.Then gave me a reference number. I contacted my bank as he suggested and my bank informed me that they can back log 45 days. I contacted Microsoft again and they explained that my account was closed and they will not refund more than 1 payment.Desired Settlement: I would like a refund for the last 6 month payments that have been taken out of my account.

Review: My wife, two kids and I have a Microsoft email account and we signed up for Bing rewards. As per their policy, we are allowed to have 5 accounts per household. With these accounts we can you Microsoft's search engine called bing.com and receive points daily. These points can be redeemed for small rewards. We have been doing this as a family event as we search things together and discuss them. My wife went to redeem some rewards and her account was cancelled, the rewards not received and all her points wiped out. She sent an email (below) and Microsoft accused her of not using her real name (false), being out of the country (false) or all sorts of other things we don't even know what they mean but are all false. The just reinstated her account. Yesterday, I redeemed a few points for a drawing and my account was deleted ([redacted]@msn.com) and all my points deleted. Dong some research, Microsoft has been doing this to many people when they go to redeem their points.

Microsoft is trying to compete with [redacted] which is why they are doing the reward points. However, they are getting people to do the searches but are not allowing them to redeem their points. This is highly illegal and unethical to the extreme extent as they are profiting from the searches and not keeping up with their agreements. They are just using that "users are violating their terms of service" as a blanket to cancel accounts.

I don't want to go through an entire process to get my families well earned reward points. I also do not want others to be tricked into making Microsoft's Bing search numbers look good. They really need to stop treating people this way or to just stop the rewards program.

I look forward to you help.

From: [redacted]@css.one.microsoft.com

To: [redacted]@live.com

CC:

Subject: RE: SRXXXXXXXXXXXID - Bing Rewards Support:My Rewards credit balance

Date: Sat, 10 May 2014 14:36:52 +0000

Hi [redacted]

This is [redacted] of Bing Rewards Customer Support assisting you with Support Request SRXXXXXXXXXXXID regarding your Rewards account.

We thank you so much for being patient. We understand that you are having issues with your Bing Rewards account. We apologize for the inconvenience this has caused you.

After further review, we regret to inform you that your Rewards account was closed because it does not conform to the Terms of Use governing the Rewards program which you accepted when joining.

Our research indicates that you or your Bing Rewards account has engaged in one or more violations of the Terms of Use, which may include, but is not limited to:

Maintaining more than five user accounts per household;

Opening more than one user account per individual;

Residing outside of the 50 United States and District of Columbia;

Not providing accurate account information, including your true first and last name, your complete and accurate mailing address, a working phone number and your email address;

Using a service intended to obfuscate your true IP address or your location;

Using a bot, cheat code, macro or other automated method to participate in Bing Rewards;

As a result, your Rewards accounts have been closed, any credits accumulated in your accounts have been voided, any pending prize orders have been cancelled, and you are disqualified from participating in Bing Rewards. If you feel we have come to this conclusion in error, please contact Customer Service.

Thank you for your continued support as we strive to provide you with the highest quality service.

Sincerely,

The Bing Rewards Team - http://bing.com/rewardsDesired Settlement: Reinstate reward points and cease deleting account or stop the Bing Rewards program

Review: Purchased a year's subscription for Microsoft Office 365 for Windows 8 on my brand new Gateway Laptop $99 plus tax. There service provider, GuruAid (a Lester Company) wants to bill me $100 to install it. Desired Settlement: I expect Microsoft to install the above program free of charge, otherwise return my purchase. When I bought this computer at Walmart, the sales clerk informed me that it came with MS Office.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/16) */

From: Microsoft Customer Advocacy - United States

Sent: Tuesday, July 16, 2013 3:54 PM

To:

Cc: Microsoft GetHelp

Subject: RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Hi Sir,

I'm writing to check in about this case.

I understand that you worked with Support Engineer [redacted] and that he was able to help you successfully install Office 365 Home Premium on your computer.

If you require Support for Microsoft products in the future, you may contact our Front-line Support Team directly at [redacted] (XXX-XXXX). Support Agents are available to assist you on weekdays from 5am to 9pm (Pacific Time) and on weekends from 6am to 3pm (Pacific Time).

As the matter for which this escalation was opened is now resolved, I'll plan to archive this case on Thursday, July 18, 2013 at 1pm PT. Further, I'll submit this email thread into the Revdex.com case as the response to the case you filed.

Best regards,

Advocacy Specialist

Microsoft Customer & Field Advocacy Team

________________________________________

From:[redacted]@microsoft.com

Sent:7/15/2013 6:14:57 PM

To:

CC:[redacted]@microsoft.com

Subject:RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Hello Sir,

Thank you for the update!

As noted in my previous email below, the Support Team does its best to accommodate requested times, please note that you may be contacted at other times depending on their resources. Apologies for not clarifying that Ticket ownership may change, as well, as folks may end up being out of office or unavailable during requested times for various reasons.

In looking at the log for your Support Ticket, I see that you requested a call back for a bit later today. Looks like Agent [redacted] will be contacting you to continue working on the issue so let's follow up after that session.

Best regards,

Advocacy Specialist

Microsoft Customer & Field Advocacy Team

________________________________________

From:

Sent:7/15/2013 5:50:54 PM

To:[redacted]@microsoft.com

CC:

Subject:RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

What happen to [redacted] some guy named [redacted] called me 15 minutes late, his accent was so thick I couldn't understand him. This situation is very frustrating!

________________________________________

From: [redacted]@microsoft.com

To:

CC: [redacted]@microsoft.com

Subject: RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Date: Wed, 10 Jul 2013 18:59:21 +0000

Correction: the call is planned for 10am MST!

Best regards,

________________________________________

From:[redacted]@microsoft.com

Sent:7/10/2013 6:56:48 PM

To:

CC:[redacted]@microsoft.com

Subject:RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Hello Sir,

I'm writing to let you know that Support Ticket XXXXXXXXXX was opened on your behalf and that our Support Engineer, [redacted] is planning to call you on Monday, July 15th, around 10am PST.

If you'd please drop me a line after you work with [redacted] on Monday, I'd appreciate it.

Best regards,

Advocacy Specialist

Microsoft Customer & Field Advocacy Team

________________________________________

From:[redacted]@microsoft.com

Sent:7/9/2013 7:25:26 PM

To:

CC:[redacted]@microsoft.com

Subject:RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Hi Sir,

Thank you for the information!

I have sent a request to our Office Support Team that an Engineer contact you by phone to assist with the installation process.

I did note that the best time to call you would be on July 15th around 10am MST and while the Support Team does its best to accommodate requested times, please note that you may be contacted at other times depending on their resources. If you can offer a few other time frames that would work for you, it would be helpful.

Best regards,

Advocacy Specialist

Microsoft Customer & Field Advocacy Team

________________________________________

From:[redacted]@microsoft.com

Sent:7/9/2013 6:49:56 PM

To:[redacted]@microsoft.com

CC:

Subject:RE: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

RE: Installation of MS Office 365 Home

Hello Donna,

I can be reached via my cell phone number, (XXX) XXX-XXXX, in regards to the above matter. It would be best to call me around 10 A.M. M.S.T. (I live in Arizona; we don't observe day-light savings time) on Monday, July 15, 2013. Please don't have any personal from GuruAid call me, as I prefer not to deal with them (they wanted to charge me $100 just to install Office 365, plus another $65 a year to maintain my computer software).

Thank you,

________________________________________

From: [redacted]@microsoft.com

To:

CC: [redacted]@microsoft.com

Subject: Consumer Revdex.com Office 365 Home Premium Installation Support Issue

Date: Tue, 9 Jul 2013 16:31:59 +0000

Hello Sir,

The Microsoft Customer and Field Advocacy Team has received the Office 365 Home Premium installation issue that you submitted via the Revdex.com case XXXXXXXX.

I understand that you purchased a year's subscription for Microsoft Office 365 for your new Gateway Laptop for $99 (plus tax) and that you would like help from Microsoft to install it.

If you would provide me with a phone number and a few days and time frames at which you can be reached (and be available at your computer), I'd be happy to arrange to have one of our Support Engineers call you to assist with that process.

Will look forward to hearing back from you soon!

Best regards,

Review: Several years ago I purchased a video game (Age of Empires III). I have since misplaced the first disk of three, which is required to install and play the game. I still have the original packaging and the product key, which is my proof of purchase and license. I spent 2+ hours on the phone today being transferred between various Microsoft call centers trying to request a replacement CD so I could utilize my product. As stated, I have purchased a license, I should be able to use the product.Desired Settlement: I am seeking replacement CD (number one of three) for Ages of Empires III.