Microsoft Corporation

For their Office 365 Student product, they explicitly claim in multiple locations that the only requirements to get it for free are to be a student, have a student email address, be of legal age, and to have internet access. However, when trying to register I found out that it is also a requirement that your university buys into their service to get access to it. This is listed nowhere on their website. Additionally when contacting support about this issue they admitted that that was an unmentioned requirement and tried to upsell me on a paid version instead.

Review: On April 7 2014 I wanted to have my computer updated to windows 8.1, and I spoke to this technician named [redacted] and he said that my computer would be able to be updated to windows 8.1, and he connected me to a technician named [redacted] who took control of my computer, and he began the processes, but because my computer was older the process was very slow, and [redacted] told me to wait until the computer completed it's process, and the computer did on April X XXXX which was the last day to get the upgrade to Windows 8.1 so because the computer had completed the process on April 8 2014 I called Microsoft back, and a technician named [redacted] who claimed that he was from the Phillipines took control of my computer, and he said that he would finish up the upgrade, and he started trying to complete the upgrade, because he had control of the computer, and as he was doing the upgrade he went to the c-disk hard drive on my computer, and it went totally blank, and I said to [redacted] my computer went blank, and he kept telling me to press the F2 key over and over again, and nothing happened, and then [redacted] hung up the telephone on me, and I called Microsoft back, and I asked to speak to [redacted] supervisor the first supervisor was a man named [redacted] and he connected me to his supervisor a woman named

[redacted] both of them were from India. Then [redacted] said that I was too late for the upgrade, and I told her that was completely untrue because the last day to get the upgrade from Microsoft for the Windows 8.1 was on April 8 2014 the same day that [redacted] crashed my computer, and the same day that I was talking to [redacted] and when I told her that she hung up the phone on me.Desired Settlement: I would first of all like to get a brand new, not a refurbished one of Microsoft's top of the line desktop computers, and I would like for Microsoft to terminate the employment of [redacted] and [redacted] employment with Microsoft. I will only be satisfied with all of the things that I am asking with regards to Microsoft Corp,and nothing less.

Review: This was the most horrible experience I have ever had. It started by me purchasing an HP computer. I did not have Microsoft Word downloaded on it. I called Microsoft and attempted to have it downloaded. I paid $99 for it and ordered the wrong thing. It took me over 3 hours on the phone talking to different people and finally was offered a refund. This was wayyy to long. I then paid $139 on Microsoft Student....my card was charged and then I spent 4 more hours on the phone last night. They have not downloaded the product but they have my money. They told me I would get a call back and it has been over 20 hours and I have not gotten one. As I am typing this, I am on hold again trying to get another refund for the $139....I called in and they would not allow me to speak to a technician and said I would get a call back. This has gone on for 2 days and hours have been spent with no resolution ! I had to speak with people that I could not understand and they told me different things and all of them were wrong. They have my money but will not download the program. I am frustrated beyond belief and this is not fair or professional. Please make sure this does not happen to anyone else !Desired Settlement: I want my money back for the product and I don't want them to be allowed to do anyone else this way. IT is the most unprofessional thing I have ever experienced and the owner and CEO's need to know about the problem !!!

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/07) */

Greetings!

Thank you very much for your quick response. I am very happy to hear that the problem has been resolved. Again, I also want to extend my sincerest thanks for your taking the time to provide feedback on your support experience. I was very sorry to hear that your support experience was less than exceptional, but again please rest assured that I have sent your feedback to the appropriate management team for review. This will provide coaching opportunities to our teams, to ensure this experience is prevented for future customers.

Thank you again and with your confirmation of resolution, we are now considering this case closed as resolved.

Best,

Final Consumer Response /* (2000, 7, 2013/10/15) */

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

The company did handle my issue once they found out about me contacting the Revdex.com. I have the software installed now and have had numerous contacts from the company. I only wish that I could have gotten this service prior to contacting you. Maybe this will help other people be able to get better service. Thanks for your help.

Review: I made a purchase from the MicrosoftStore.com website for a software download. I noticed that there were two transactions for the same amount on my credit card statement. I confirmed with my bank that they were indeed actual charges, and not a credit verification of some sort. I complained to customer service on two separate occasions, and on both occasions the service representative conceded that they were fraudulent charges but that they were unable to refund them.Desired Settlement: I would like to be refunded the for the fraudulent charges, in the amount of $75.59, and an apology for the rude and dismissive customer service.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/11) */

October 11, 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 a recent experience you had with the Microsoft Store. You purchased downloadable software from www.MicrosoftStore.com, and noticed that two transactions for the same amount appeared on your credit card statement, instead of one. After confirming with your bank that they were confirmed charges, you contacted the Microsoft Store and report that you were told the second charge was fraudulent, however the store representative was unable to process a refund. I was able to locate two support cases in our records regarding this purchase: XXXXXXXXXX, XXXXXXXXXX.

I received an update from the Escalations Team and wanted to confirm with you the current status of your case. We have refunded the completed order while leaving the Windows 8 Pro Upgrade - Student Offer product key active as a make good offer to you. You can expect this credit to be reflected on your bank statement with 5 business days. We have filed an incident for the partial order, in an effort to refund this amount to you as well. The Escalations Team will advise you when the second refund has been processed.

At this time, your issues appear to have been resolved. Please let Microsoft know if you require any further assistance with this.

Sincerely,

[redacted] Senior Advocacy Specialist

Customer and Field Advocacy

Review: The Windows 8 Operating System does not come with the ability to play DVD's. Support on the Microsoft website instructed that I can download an "app" from the Windows Store that allows me to play DVD's. I accessed the Windows Store and purchased an "app" that claimed to be "Windows Media Player 13". The app did not function or work whatsoever. I contacted Microsoft Tech Support and was told that they do not offer the product "Windows Media Player 13". I was told that it was a "third party" application and that I can purchase an upgrade for Windows 8 to play DVD's. Microsoft also told me that they approve all "apps" that are sold on the Windows Store. I was unable to receive further help with this situation and was only offered to purchase additional software even after I expressed that I am uncomfortable spending even more money after already buying software that was apparently falsely represented (that Microsoft approved the selling of by the way). I received no instruction as to how to recover the lost funds from and was transferred around to different departments as each department kept telling me that another department handles such things. I was very dissatisfied and frustrated with this whole situation.Desired Settlement: Ultimately I would like my money back and would like to stop Microsoft from selling "apps" that are falsely represented. It is deceptive to me for the company to "approve" the sale of a product and then hold no responsibility when such a product is falsely identified after a consumer purchases it and finds it does not work at all. On a side note as well, the "app" in question was listed as Windows Media Player 13 (a Microsoft Licensed product) buy Microsoft claims it never release such a product, yet it "approves" the sale of this product. Something is not right here.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/14) */

Hi [redacted]

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in obtaining a refund for the app you purchased from the Windows 8 App Store. Once I received your request, I looked into the app that you purchased, and found that it was not published/developed by Microsoft. Therefore, I suggested that you reach out to the developer to receive assistance. You responded informing me that you have reached out to the appropriate person and asked another question. I sent my response and stated that if you had any other questions, to please let me know, otherwise I would close this case on 10/14/2013.

As I haven't received an additional response, I am now considering this case closed.

Thank you for contacting us, and take care!

Sr. Advocacy Specialist

Microsoft Corporation

Review: In early April 2015 I purchased a Mac and Microsoft Office Home & Business. Outlook does not work properly. Issues included the inbox deleting e mails I did not want deleted and not being allowed to create folders. Word closes on its own and Excel does not open. I called their support and was told I had to pay at least $99 or perhaps more depending on the level of coverage. I don't think its proper that I should pay any more money for a product purchased in the last 2 weeks which is obviously corrupted.Desired Settlement: I would like a full refund.

Review: I've had an account with hotmail for years. About a year ago my account was hacked and started occurring every couple months. I've e-mailed hotmail's customer service multiple times from their website with no response and changed passwords. I cancelled my account last month and received a message from a friend that my account was hacked again. I called (XXX) XXX-XXXX from http://www.mchelper.com/hotmail-support/ since there isn't a phone number on hotmail's website, after speaking with a representative at length with the rep initially telling me there was nothing he could do, he informed me they could cancel the account but I would be charged for it. I requested to speak with a manager and was again told I would be charged. I informed the manager I would report them to the Revdex.com for not cancelling an account that I had already cancelled, but, the system didn't work for it. He told me to go ahead and do that, but, my account wouldn't be discontinued without me paying. I informed them that everyone I have in the account is being harassed because of this. They had no concern for this. I also told them I didn't trust them to provide any of my financial information to them. I have multiple e-mail accounts and other accounts I access from the same computers that haven't had any problems and I did tell them that it is hotmail specific. Desired Settlement: I just want the account to be cancelled without charge.

Review: During November 2014 I purchased a new computer which had an Office 365 trial period version pre-installed on it. Before the trial period expired I purchased MS Office for Home & Business as a one time purchase from eBay for $175. Uninstalled the trial version of Office 365 and installed my new MS software. Now all of my Facebook messages go into my deleted folder. Tried to fix it but couldn't. Called Microsoft and one of their technical support reps told me my computer had a virus, which it doesn't, and tried to sell me a virus removal service. It denounced him to his superiors. Called Microsoft technical support again. This time their rep tried o sell me a pay per incident agreement, which I didn't pay. I still have this issue with my MS software.Desired Settlement: The $175 I paid for their defective product plus for someone to try to put an end to their shady business practices. Thank you.

Review: 3/15/2014: I wanted to purchase a Microsoft product. In order to do so you have to create an Account. When requested to create an account, you enter name/address/birthdate/gender, etc. , no information was asked to be validated in order to create the account. When entering birthday, I selected 1/01/2014, and the system recognized a "CHILD" instead of an 'ADULT" account.

I reached out to Microsoft and requested them to cancel my account (3) times Billing Department, Chat Department( I have the transcripts), and no one was able to terminate a child account.

I am unable to access the account or terminate the account . I asked repeatedly to escalate to terminate my account and Microsoft was not able to do so.Desired Settlement: The ability to terminate accounts ( by phone, email, mail, etc) upon request from.

Review: Website does not allow a user to cancel a subscription nor remove CC information. There was only one remaining month until CC expiry as I purchased Microsoft Office outright and no longer required the subscription. There is no phone number to call.

Microsoft continued billing without a valid expiry date on my debit card.

Finally found out that they have a chat feature and agent agreed to cancel service as of today and refused to give even a PARTIAL PRO RATED refund of today through March 1.

I will be disputing all charges made after 11/13 my valid expiration date with my bank without a refund for ONLY the month of February being issued willingly by this company.Desired Settlement: a refund of only 1 of 3 invalid charges taken by this company.

Review: Bought a surface which the system crashed on meTablet being used for business records purposes , using excel and word only and not using internet on the said productNow the system locked on me, requiring a bit locker code to be able to open and even reset the computerUnfortunately the bit locker key was not saved during the setting of the unitNow I have no way of opening the unit and saving all my files for my business for the past monthsI only purchased the item only last September I tried to call tech support but unfortunately all my calls are being diverted to areas like india and philippines which so happen provided very poor customer serviceI experienced probably losing the call 3- times but they never called you back, a couple of them even set up a date and time for a call back but they never didThere was only one time I was able to talk to a tech support here in the US, his name is [redacted] and he was the only one who returned my call but unfortunately cannot help me with my problemI tried to even go to one of the microsoft store location in the area but still they can't even open my unit and according to them that the system was corrupted.Desired Settlement: All I'm asking is for them to be able to save my very important files in that computerThere are only files there on the desktop and as I've said I only use it for the sole purpose of recording sales report for my small businessIt was explained to me how a bit locker code works and how it is very complicated to be able to produce itIm sure they have a way of figuring out on how to open and save my filesThey created the system and I'm sure they have a way of fixing itIf its necessary to provide documentations and proof that I personally own the unit ,I'm very willing to cooperate and provied itReplacing the unit is not really my concern, if they don't replace the unit thats fineIf they could just restore it to a working condition, my only concern and priority right now is to be able get my files back because it would save me a lot of workIm pleading to the management of microsoft, please have the heart to help me on these matterThank you so much

Review: Level 2 Tech Irish was scanning my computer for viruses, Microsoft Security blocked a Trojan virus, I had been cancelling it each time it was showing up and she allowed it access which resulted in all my documents being encrypted and held for $1000.00 ransom in order to be decrypted. I kept typing in the chat box as to why she allowed it and she would not respond. I then told her to call me immediately and she did not. After 5 minutes I typed to her that if she did not call me I would revoke access to my computer and since she did not call me nor answer my chat, I revoked all access to my computer, but by then it was to late my files had been encrypted. When she called me 10 minutes later I refused to talk to her.Desired Settlement: I want Microsoft and it's tech to obtain key and decrypt my documents and files or pay ransom and assure that I retrieve all my documents and files and to reimburse me for all additional monies spent such as Dell $139.95 to make sure no virus was left in computer as I no longer trust microsoft to perform such a task. Want punitive and mental anguish of $50,000 as these documents are my lively hood.

Review: In the month of April, I created a VM in my Windows[redacted] account. Although I did not use it, I was charged for it's existence. In the month of May I asked for a refund which the customer service took care of. In June I asked for further refunding of charges of $226.90. On June 10, I was contacted by the customer service person that I will receive a refund. The support ticket is XXXXXXXXXX. Since I did not see any refund in July, I opened the same ticket to enquire. I was surprised to note that the ticket was closed by them without giving me any feedback. In August I reopened the ticket again for clarification. This time also I saw the ticket was closed without any response. To see the status, I tried to open the same ticket today. But I can't see the ticket at all. I have no feedback from Microsoft about when will I get the refund.Desired Settlement: (1) Improve the customer service for [redacted] customers and promptly respond to support questions. (2) Refund the amount of $226.90 that has been charged from me.

Review: I placed an order for a Microsoft Surface on 11/29/13 and that evening I rec'd a shipment confirmation email for order# XXXXXXXXXX which detailed a tracking number and specified that my bank card had been charged for the transaction. I have checked the shipping everyday since the 29th and there is no activity on the package. On 12/03/13 I called Microsoft to get a status update and was told that it would be escalated and I would receive communication from Microsoft regarding my package. I called back 12/04/13 and was basically told that once UPS processes my shipment then it will be sent to me. I called UPS 12/05/13 and was told that although a label had been created, the product has not been rec'd from the shipper yet. I then called Microsoft again and was told that apparently there had been an influx of orders for the Surface and so some shipments had been unable to go out.Desired Settlement: I would like to have the package that I have been charged for to be shipped immediately without all the excuses that I am getting from each and every single person that I speak with. I am told that Microsoft takes 3-5 days to get to escalated cases and that it TOTALLY unacceptable. I feel I have gotten absolutely nowhere with the 3 calls that I have made to the customer service department thus far and a first time customer I will not do business with them again.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/09) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in receiving shipping information for your order of the Surface 2. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist as well as yourself that you've received your order - I am so glad to see that!

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

Thank you for contacting us, and take care!

Advocacy Manager

Microsoft Corporation

Review: I cancelled my online account on July 8, 2014. But the company withdrew a 2 month payment from my account on July 12, 2014. They are saying that I was behind a month, but according to my banks transaction history, I have not missed not 1 month. They not only are incorrect in their billing history, but they are wrong for continuing to charge me even though I cancelled my account. I did an online chat with a representative and even she stated that she sees I cancelled my account on July 8, but the system ran my card on July 12.

Desired Settlement: DesiredSettlementID: Refund

I want the $21.62 applied back to my card

Review: My hotmail account was hacked. Took 6 plus hours on the telephone,and multiple emails,reset password,customer service tell sme there is nothing wrong with my account. I cant get in. I cannot access any of my data,personal info. While I have tried to excersize patience. I no longer will speak to anyone in India. Not interested in their customer service that isnt smart enough to see the problem. I have recieved 20 plus taunting emails from this hacker.. From my hotmail account to my gmail account. I am in Vancouver/Portland area.. These emails originate in the chicagoland area. Worst customer service I have ever experienced,and I am 50 yrs old. I have lost a job,and will lose another tonight. Approximate value well over 50k. All my pictures of my children,grandchildren,deceased relatives are irreplaceable. Nobody caresDesired Settlement: I want my account back,and to see this hacker-person prosecuted

Business

Response:

Initial Business Response /* (1000, 6, 2013/09/16) */

September 16, 2013

XXXXX [redacted]

Vancouver, WA 98686

RE: Revdex.com Case# XXXXXXXX

Dear [redacted],

A copy of your report with the Revdex.com of Alaska, Oregon, and Western Washington regarding your compromised [redacted]@hotmail.com account has been forwarded to my team for review and response. I understand that unauthorized changes occurred on your account, including password resets and that you are receiving unauthorized emails from that account. You have contacted Microsoft Support, but they were unsuccessful in addressing your concerns.

In reading your report, I regret to hear about your experience thus far and would like to assure you that your situation as written is by no means a testament of the level of service we aim to bring to our customers. With that in mind, I engaged our Top Tier Consumer Technical Escalation team to help address your Hotmail security issues and correct your support experience.

I will continue to partner with the Escalation team to ensure this matter moves towards a viable resolution. Please write to me through the Revdex.com Online Site if you have any further questions or concerns on this case.

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA 98052

cc: [redacted] Revdex.com of Alaska, Oregon, and Western Washington

Final Business Response /* (1000, 13, 2013/10/14) */

October 13, 2013

XXXXX [redacted]

Vancouver, WA 98686

RE: Revdex.com Case# XXXXXXXX

Dear [redacted],

Following your report with the Revdex.com of Alaska, Oregon, and Western Washington regarding your compromised [redacted]@hotmail.com account, I have engaged our Top Tier Consumer Technical Escalation team to help address your Hotmail security issues and to restore access to your account.

I understand that the Microsoft Account Escalation team has restored your access to your [redacted]@hotmail.com account and has worked hard to recover as much as was available to your account and that anything that is currently missing from the account could not be restored.

I understand that this is not the outcome you were expecting. I assure you that our Escalation and Recovery teams made the utmost effort to assist you in this matter. Although I understand this offers no comfort to your situation, at this point, there is nothing further we can do.

At this time, Microsoft considers this matter resolved, and I will proceed to archive this case. Please write to me through the Revdex.com Online Site if you have any further questions or concerns on this case.

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

Redmond, WA 98052

cc: [redacted], Revdex.com of Alaska, Oregon, and Western Washington

Review: Microsoft refuses to acknowledge my purchase of a 3 year Microsoft Complete extended Warranty. Microsoft charged my credit card on 07/22/2014.Desired Settlement: Total refund

Review: I have called Microsoft over 3 times to get a simple issue resolved because I did visit your support websites and they did not help. I have called [redacted] multiple times and I have been getting hung up on by your Indian over seas people. All I called for was to get help with the fact that my icons kept moving to the center of the desktop screen once my laptop is turned back on. This is a simple resolution that I seem to not be able to receive because these so called "customer service reps" keep hanging up on me. THIS IS CALLED CUSTOMER ABUSE!!!!!If they are not going to do their job then they don't need one. Hire in the UNITED STATES!!!!Desired Settlement: I want to speak to someone with a higher title that is American to tell me that this issue will be resolved. Those people truly need to be fired and I deserve an apology. I will also share this comlaint with EVERY social media outlet that is available because obviously my money does not need to go to microsoft is they cannot respect the customers that are making them rich!!!

Review: For the past month I have exhausted my options in contacting Microsoft Technical Support (Escalation Department) with an E-MAIL CLIENT ISSUE. After running my diagnostics and consulting with both [redacted] Support and ISP Technical support team by way of remote access, we were able to assess by process of elimination, it appears that Outlook is causing the e-mail client issue. I am unable to send any outgoing messages and this was a direct result of several software updates marked critical. I can no longer use my [redacted] MAIL since it appears in conflict with Outlook. Therefore I am now unable to use any of my e-mail applications to send messages and for me time is money, this time is wasted because Microsoft refuses to support their software. I tried filing a complaint but Microsoft refused even though this is their application. I rang Microsoft and spoke with many abrasively rude Technical Support representatives in the Philippines and all I got was ATTITUDE for my trouble.Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to engage Microsoft's Tier 3 Global Escalation team to assist me with my issue since I am unable to access my e-mail and I have successfully worked with them in the past.

Review: I won a window 8 pro and professional office 2013 at a business summit. I loaded my computer with 8 pro and I received a message I was not connected to proxy server. After much frustration I called what I believed was a Microsoft company, I believe I was in an India call center I could barely hear the rep He asked what I knew about computers and the rest of the call was a sales pitch stating computer was going I if did not purchase some software for either 199.00 or 99.00. I explained I did not have that money at the moment, we were through talking. Call back when I could get my computer "fixed".

Desired Settlement: The truth regarding this product or replacement.