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Microsoft Corporation Reviews (367)

Review: Several times I have contacted Microsoft about charges to my bank account for a subscription billing. Each time they tell me a refund of the charges will be refunded and the subscription cancelled. Each time I wait for my account to be credited and weeks go by with no transaction of a refund from Microsoft. I call again and go through the same ritual and again the results are the same. I am surprised that such a big company can not deal with a simple refund of $19.98. These are for two office 365 subscription billings that kept occurring. I purchased a full 4 year subscription to office 365 and they kept charging also for the monthly subscription.Desired Settlement: The settlement I am seeking is a refund for 2 months billing charges for Office 365 subscription.

Also, be sure to cancel the reoccurring charges. I have already purchased a 4 year subscription to Office 365.

Business

Response:

Initial Business Response /* (1000, 8, 2014/01/14) */

Hello [redacted],

[redacted] with Escalation Support has been attempting to reach you via email and voicemail to assist with the matter. When you are available, please contact [redacted] so he can assist you. [redacted]'s contact information is as follows:

MarketPlace Escalations Support

Phone: [redacted]

Email: [redacted]@microsoft.com

Hours: M-F. 9:00am - 6:00pm CST

Please reference case number XXXXXXXXXX when contacting [redacted].

Best regards,

Final Consumer Response /* (3000, 10, 2014/01/19) */

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

Here are the dates and amounts. Microsoft originally owed to me a refund in the amount of $69.93 for Office 365 subscription charges from August through November. I was billed $9.99 on 8/24/2013, $19.98 on 9/03/2013, $9.99 on 9/22/2013, $9.99 on 9/28/2013, $9.99 on 10/26/2013 and $9.99 on 11/25/2013. Subtracting the $29.97 that was credited on January 3. The remaining balance would be $39.96.

NEVER ADDRESSED THESE CHARGES AND IN THE END [redacted] TOLD ME TO DISPUTE WITH MY FINANCIAL INSTITUTION FOR THE ADDITIONAL UNAUTHORIZED CHARGES!!!!

Final Business Response /* (1000, 12, 2014/01/23) */

[redacted],

The reason you see a charge fro 19.98 is because your card was declined on for the previous month and then when it processed again for Jan. it went through and of course with the next month charge so it is 9.99 x 2. There is one other office charge from August that I processed a refund on today for 9.99. There are no other charges that I see and that will be refunded. If you have further charges in question, you will have to work with your financial institution.

Thanks,

Microsoft

Review: On July 14, 2013, I purchased a Surface RT from the Microsoft store at Dadeland Mall, in Miami, FloridaThe e-mail receipt says the order number was XXXXXXXXXXThe salesperson told me it has a full version of Microsoft Office but, after buying it, I learned it did not have Outlook and because I couldn't handle my e-mail and calendar I returned the Surface RT the same dayNow, days later, I check my credit card statement and I find an unauthorized charge from Microsoft for $- the same amount of the Surface RT purchaseNo one from Microsoft contacted me about this before placing this unauthorized charge on my credit card, and I contacted the Microsoft store but I could not reach a person - just the automated service
Desired Settlement: DesiredSettlementID: Other (requires explanation)
I would like an explanation for this charge and, if unintentionally charged, an explanation and a refundIf intentionally charged I would like an explanation as to why Microsoft charged the card without my authorization or even contacting me first - a violation of the law - and why no one from Microsoft even contacted me afterwards to explain what happenedIn any event, I have spend hours trying to sort this out and I deserve to be refunded and/or compensated for what amounts to either Microso
Business
Response:
Initial Business Response /* (1000, 10, 2013/11/27) */
November 27,
Miami, FL 33131-
RE: Revdex.com Case # XXXXXXXX
Hi [redacted],
Your complaint filed with the Revdex.com, regarding your recent experience with purchasing the Surface RT in July forwarded to Microsoft and assigned to me on Monday, November
Per the Revdex.com process, I am submitting another response through the web site to provide an update by the November deadline
I immediately engaged our Microsoft Store escalation team on this request and I understand that you spoke with [redacted] Per your conversation with [redacted] on Tuesday, November you explained further to [redacted] that you were charged twice for the Surface RT and refunded twice
[redacted] tried to locate your information in our system, but was unable to locate using your name, email address, and phone number providedI emailed you on November 20, November 25, and November to receive additional information including a copy of your receipt and bank statement so we can further research this issue for you
Please "reply all" to the email I sent so that [redacted] and his Microsoft Store escalation team can research why you were charged twice and refunded twiceI set expectations in the email I sent I sent today, November 27, to close this case on Wednesday, December if I have not heard back, as I will assume that no further assistance is required on this case
I will provide another update to the Revdex.com once I have closed this case
Thank you very much
Sincerely,
Advocacy Manager
Microsoft Corporation
Final Consumer Response /* (3000, 12, 2013/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Consistent with the email sent to me, [redacted]'s response is not a resolution but rather a promise that she will provide one in the future once she evaluates the information I sent her todayFor this reason I am updating the Revdex.com that I do not accept today's update as a resolution
Final Business Response /* (4000, 14, 2013/12/20) */
December 20,
[redacted]
Miami, FL 33131-
RE: Revdex.com Case # XXXXXXXX
Hi [redacted],
Your complaint filed with the Revdex.com, regarding your recent experience with purchasing the Surface RT in July forwarded to Microsoft and assigned to me on Monday, November I am providing an update to this case by the December deadline
We sincerely apologize for the inconvenience that you experienced when you returned your Surface RT to the Microsoft Store at Dadeland Mall, which resulted in a duplicate billing/crediting to your credit cardWe investigated what caused the issue and have determined that there was a system error that duplicated some transactions (sales and refunds) with our back-end credit card processing serviceThis issue was corrected as soon as it was flagged in our system and you were fully refunded for the duplicate charges on the same dayThe duplicate processing did not occur at the store level and your personal and credit card information were never compromised
At the Microsoft Stores, providing our customers with an amazing experience is our number one priorityBecause we did not succeed in providing you with that amazing experience, as a gesture of goodwill, we would like to offer you a Microsoft Store gift card to compensate you for your inconvenience
I have confirmed that the gift card was delivered this morning, Friday, December Per set expectations, I will now archive this case
This concludes my report
Thank you very much
Sincerely,
Advocacy Manager
Microsoft Corporation

Review: I purchase office for mac 2011 at [redacted] My computer went through an update and needed to reinstall office. The product purchased has two downloads. I attempted to download, and the email that was associated with this account is no longer used. I sent 4 hours on the phone with microsoft, remote accessing my computer, chat logs, and at the end of it, they tell me there is nothing I can do. I need to repurchase the program. Very rude and aggressive customer service. The hotmail email is unable to be accessed, and they will not allow me to use this product I paid for unless I can use this email. This email is locked and cannot be accessed. Their advice to repurchase a product that I have already paid for and have the right to use, and their inability to help. I would like a new product or refund if this is your companies customer serviceDesired Settlement: New product or refund

Review: So I called needing help with something I cannot figure out on Microsoft Excel 07. First, when I called the automated system sucks. You would think that because you all are Microsoft there would be a system that can actually understand what I am saying. Then, after literally 20 min of yelling at the stupid robot I got someone. When I finally got someone, every person spoke English as a second language and could not properly understand what I was saying or comprehend even the simplest of phrases. After fighting the communication issue, it turned out that The automated machine sent me to the wrong person. I was then transferred to another person, who was wrong. Then another person, Which was the wrong place... again. Oh and guess what!?! When I was transferred yet another time... WRONG AGAIN!!!!! So now I am on hold for yet another time, hopefully this will be the right department. This is pathetic. The whole operation and support system is pathetic.Desired Settlement: Help with a simple question

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/18) */

Hello [redacted],

My name is [redacted] and I'm a member of the Customer and Field Advocacy Team at Microsoft. I am writing in response to a Revdex.com message we received regarding difficulties you are experiencing with Excel version 7. I understand that you contacted support with some general functionality questions and were unable to obtain support.

First, I wanted to let you know that I am truly sorry to hear how frustrating this issue has been for you. Unfortunately, mainstream support for Excel version 7 ended several years ago on 12/31/2001 and there is no support channel available. However, if I have the wrong version and you are working with an Office 2010 or newer program, please let me know and I will attempt to engage our Support Escalations team to review this issue and to assist if possible.

If you should have any questions, please 'reply all' to this email.

Kind Regards,

Review: Installed Microsoft 2007 on my computer. It kept having me type the key in over and over and it had the green check, indicating that the key was correct. When I went to use Microsoft Word, it wouldn't work so I contacted Microsoft online. They told me that the product key was on another computer and wanted me to buy a Microsoft product. I already purchased this with my computer. ..they told me to contact the company where I bought the computer. When I told them I was contacting the Revdex.com and FCC, they said we weren't talking about microsoft products and ended the conversation. Desired Settlement: I need a working Microsoft Ultimate office 2007 that I already purchased.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/08) */

8 Oct 2013

[redacted]@gmail.com

(XXX) XXX-XXXX

[redacted]/Revdex.com,

Thank you for your inquiry regarding your request for installation assistance, customer support feedback and for a free copy of Microsoft Office. The copy of Microsoft Office that is in your possession was found to be a 180 day trial and is unable to be reinstalled after the trial period has ended. We are unable to provide a complimentary copy of the Office product.

Your support experience feedback has been delivered to the support management team involved with support case XXXXXXXXXX. It is recommended that you visit the Microsoft Piracy site if you obtained the 180 day trial version of Microsoft Office 2007 from a 3rd party with the impression that you were receiving a full retail copy.

http://www.microsoft.com/en-us/piracy/default.aspx

We apologize that this isn't the response you were looking for, however, we appreciate you taking the time to contact us.

Reference Microsoft case numbers: XXXXXXXX, XXXXXXXXXX

Sincerely,

Senior Advocacy Specialist

Customer and Partner Advocacy

Microsoft Corporation

Review: I just bought my computer from [redacted] on August, 2013. I didn't have any problems until I had to print out a document file from my instructor. I had installed Microsoft Office 2002 and it worked fine except when trying to print the Word 2010 document file. I had to buy the Office 365 and that's when I started having problems. First I could not print and I called Microsoft for help. For some reason they helped me fix the print problem but the representative told me he wasn't supposed to, but because I was being given the run around so much he decided to help me.

I called Microsoft again on September 12, 2013 because I had another issue. I can print documents now, but I cannot print .pdf files. I was told by the Microsoft rep that he will transfer me to the right department. He transferred me to the printer department. They told me in the printer department that it is not a printer problem and told me to call Microsoft for help. I called Microsoft again and after waiting on the line for over 1/2 hour I finally got a representative and I was told that they cannot help me and that I have to call ** because it is still under warranty with them and are supposed to help me resolve Microsoft issues. I called ** again and they said they could help me but I have to pay for tech support, otherwise I should call Microsoft since it is still under warranty. I have been hung up on, transferred, then busy signal, then disconnected, and I called several times only to get no help. I asked for the supervisor but a rep girl in the Philippines by the name of [redacted] told me she had no supervisor in the office and the supervisor won't be in for another hour, then she hung up on me. This was after she made me wait on the line for a long time. I called HP again and asked to speak with the supervisor again. I talked to [redacted] She said she would get the supervisor on the line if I give her my name and phone number and the model number and serial number of my notebook. She then put me on hold. I waited on hold for over 20 minutes, then some woman that sounded American came on the line and said, "you call here again and I'm gonna call the police," then a few minutes later the call got disconnected. I don't know where to turn for help now. If neither Microsoft nor ** are willing to make good on their warranty I don't know what to do. I only wanted to be able to print .pdf files and I also wanted to get rid of a nag screen that keeps popping up every time I restart my computer and open Internet Explorer. The nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ . I checked my control panel and framework version 2 seems to be installed, as well as version 3.5 and version 4 and when I went to the link to download the software it gave me 3 choices. I didn't know which one to download anyway so I didn't even try to download anything.

I am very frustrated with ** and Microsoft since neither one will help me unless I pay for it even though I have a warranty that doesn't expire until 2014. What good is a warranty on software when the representatives refuse to help unless I pay $99?

Desired Settlement: I want tech support so I will be able to print .pdf files, and I want the nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ to stop popping up. I also want the warranty that comes with my computer and software to be honored the way it is supposed to be.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/23) */

September 23, 2013

Revdex.com Case: XXXXXXXX

Hello [redacted],

My name is [redacted] and I am with the Customer and Field Advocacy Team at Microsoft. Our office received your complaint filed with the Revdex.com. As I understand, you purchased a computer from [redacted] in August 2013. You did not experience any issues with the computer until you needed to print out a document. You had installed Microsoft Office 2002 and the software worked without incident except when trying to print the Word 2010 document file you received from an instructor. You also reported a less than satisfactory experience when you called in to Microsoft Support.

We have forwarded your comments regarding your experience to the appropriate team, thank you for providing your feedback. Our engineer, [redacted] was able to reach you on 9/21 and confirmed with you that your printer issues were resolved by ** prior to the phone call. We regret the difficulties you experienced when attempting to resolve this issue, and encourage you to reach out to our Support department at [redacted] if you have issues with Microsoft products in the future.

At this time, your case is closed as resolved. We hope you will continue to be a valued Microsoft customer.

Sincerely,

[redacted] Senior Advocacy Specialist

Customer and Field Advocacy

Review: I Purchased A XBOX gift Card At A Microsoft Store In Plaza Americans In San Juan Puerto Rico Last Year August To Purchase Application From The Windows Store, I Redeemed The Gift Card Online Because On My PC The Massage Was The Following Your PC Is Not In The Right Region But I Was Told By The Woman That I Bought The Xbox Card From (" If I Was Not Able To Redeem The Card From The Windows Application On My Laptop To Redeem It Online So I Did, Well I Was Not Able To Purchase Any Application From The Windows Store, So I Called Microsoft And I Was Told That I Had To Add A Payment Method To Use Their Xbox Gift Card On Three Different Occasions That Since I Was In Puerto Rico That I Had To Add A Payment Method, And So I Did Not Want To Add My Personal Credit Card To My Account To Purchase Anything Since The Whole Purpose Of Buying The Gift Card Was To Avoid Using My Credit Card, This Year I Called Yet Again To ask If I bought A Prepaid Credit Card Would That Be Enough To Use As An Added Payment Method To My Account And I Was Told Yes, And So I Added A Prepaid Credit Card To My Microsoft Account, When I Did It Automatically Choose The Region To Puerto Rico, And The Gift Cards Region Is U.S.A As It Is My Spoken Language And The Microsoft Website Does Not Give A Person The Option Of Choosing English As A Spoken Language But At The Same Time Puerto Rico As A Region, So I Have Two Different Account With Microsoft To Purchase Application And I Was Told Today That The Only Way That I Can Purchase Application With The $25 XBOX Gift Card Is If I Take A Trip To A Region In The U.S Because Both Cards Are In Different Regions On One Account, Which Makes No Sense To Me At All, This Has Been Call After Call After Call And This Is The End Results From Microsoft Customer Service , And Now I Am Told To get A Refund I Need To Prove That I Purchased The Xbox Gift Card Which Is On My Microsoft Account, And In Every Call After My Initial Calls I'm Told Lies After Lies.Desired Settlement: I would Love For This Issue To Be Resolved In Some Way,But Microsoft Say This Can Not Be resolved In Any Way, My Microsoft Account Is ([redacted]@outlook.com)And What Makes Matters Worst Is The Fact That They Make It sound Like They Care By Calling The Issue An Escalation which Means Nothing Because It Lead To Nothing .

Review: I purchased a Family pack of 3 copies of Windows 7 Operating system for my home desktop computer as well as my wife's home desktop computer.

Over the last couple of years my computer has been upgraded, and reformatted due to software issues as well as my spouce's computer. However each reformat according to the Microsoft service support used up a copy.

When I contacted Microsoft online through their chat service help desk, I was told that there was nothing they could do for me without having to drive in excess of two hours to find the nearest Microsoft store to reset my account. He also did not say whether they would actually do so if requested.

I informed him this was not possible given the distance and asked to speak to a supervisor. Once I asked for a supervisor [redacted] L (the chat support service member) ceased communication with me for now over 15 mins (previously longest time between response was 2-3 mins at most).

I feel the Microsoft Service desk needlessly wasted my time and is not honoring the product which I paid for in good faith. Reformatting a computer is a fairly common practice and should not necessitate re-purchasing of software simply because of a re-installation requirement. This is like buying a downloadable movie and being charged each time you wanted to download a copy.

Desired Settlement: I simply wish to restore the activation codes on my account so to fully activate my copy of windows, and would like Microsoft to explain to me how in the future I can avoid "burning" activation codes when re-installing software on the very same computers I previously had the same installation on.

Review: Microsoft case number #XXXXXXXXXX. Problem with Office 365 software. I have attempted many times to contact support, which is supposed to be included with my subscription. By two representatives I have been told that I need to pay for incident support, the first one when I told them the problem was with Word 2013 told me I needed to contact the software manufacturer because Microsoft did not support third party software! I have been left on hold at least four times now in excess of 20 minutes. I have been given very lame answers form both tier one and tier two support personnel. They have blamed the problem on the print driver, even though the same feature works in every other application to include four other applications that are part of the same Microsoft program. On the most recent call I was told that I was stupid and didn't know what I was talking about. The technician directed me to a consumer forum directed by ** to show me it was a known driver problem; even though the thread was very outdated and talked about a completely different issue than what I am experiencing. I have asked numerous times to speak with a supervisor, but am only transferred back to someone answering the help desk line. And to top it all off there is absolutely no way of speaking with any representative of Microsoft in the United States that actually has real technical knowledge of the Microsoft software. Desired Settlement: I would like my case to be elevated to the point that an actual software technician that actually speaks English fluently works with me to resolve the issue or send the case notes to a software engineer to evaluate. The comment about English has absolutely nothing to do with any type of prejudice, but from the fact that I have a fairly extensive technical background and for some reason ideas just do not seem to translate at all.

Review: I need Microsoft Product Support Services. For the past 48 hours I have been experiencing Technical issues on my Mac - most specifically with my Office productsstating my database in damaged. I cannot take snapshots since it triggers error messages, It started with a Microsoft Error Reporting message that continually appears, followed by a Microsoft Word Error Report, a Word Error Report whereby I cannot save screen shots (I used my camera instead) and a message stating THERE IS A PROBLEM WITH THE OFFICE DATABASE. Based on past experience if either [redacted] and [redacted] are available I would prefer to work with them since they are efficient in resolving my issues in your Global Escalation Department since they are familiar with [redacted] computers. If at all possible, I would prefer to work with them since they have never mis-directed me and seem familiar with the protocols involved with resolving my technical issues which cannot be handled at a local level. I have painstakingly cleaned the database, cleared everything off of my HD, completed every troubleshooting effort and the status remains the same. I cannot access any of my data, emails or word products. Thank you.

Product_Or_Service: Microsoft Office Mac 2011 Home & BusinessDesired Settlement: DesiredSettlementID: Other (requires explanation)

I am seeking an Advocate Specialist to escalate my issue to the Technical Escalation team since your Technical support team is not equipped to manage or navigate my computer issues. Based on my past experiences the technical support available at a national level is inexperienced and makes my issues far more complicated by making assurances they are not experienced to offer, creating major issues to my operating system, therefore, I want an experienced Tier III engineer to resolve my issues.

Review: Purchased a Surface tablet 5 months ago from the online Microsoft store. The screen splintered and cracked when we picked it up the other night. It was not an accident and it was not dropped. This cracking has rendered the tablet useless.It is a known issue as I read on the Microsoft forum. They are not willing to help at all or replace the tablet. They want to charge me $20 over what I originally paid.Desired Settlement: Very simple. I want the tablet replaced for free. It is only 5 months old.

Review: I purchased an [redacted] laptop: [redacted] ASXXXX-XXXX on 4/29/2012 from Microsoft Online Store (order #: XXXXXXXXXX). Immediately upon receipt, I noticed something is not right with the keyboard as the cursor randomly jumps to different positions in a text editor, web browser, and any other location that requires input via typing. I originally ignored the problem, thinking a future software update would resolve the issue. My assumption was wrong, however, as no update ever resolved this problem. I then contacted [redacted] a couple months ago for a warranty complaint and sent the laptop to them for repair. They replaced the HARD DRIVE, updated the BIOS, and re-installed a new operating system. This, however, did not resolve the Keyboard typing issue with the cursor randomly jumping around while typing. I called [redacted] again and they had me resend the laptop to them. However, this time, they sent it back without making any repairs. They are refusing to either fix the problem or replace the computer with a newer one that does not have this keyboard problem.

I then contacted Microsoft Tech Support and after being bounced through six different departments and 65+ minutes on the phone, I was informed this unit has a known issue with the Keyboard and they have received over 90,000 complaints already. However, they refused to fix the problem, exchange the computer for a new / non-defective unit, or issue a full refund for the defective laptop they sent me. Desired Settlement: Exchange for a new unit or a return for a full refund.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/25) */

April 25th, 2013

[redacted] Cir

[redacted], WI XXXXX

RE: Revdex.com Case# XXXXXXXX

Dear Mr. [redacted],

A copy of your report filed with the Revdex.com of Alaska, Oregon, and Western Washington regarding your [redacted] laptop ASXXXX-XXXX refund, repair or replacement request was recently forwarded to Microsoft.

I understand you purchased an [redacted] laptop from Microsoft Online Store on 4/29/2012 (order #: XXXXXXXXXX). You have experienced keyboard issues and have contacted [redacted] Hardware Support for help. [redacted] subsequently updated the Bios, re-installed the Operating System, and replaced the Laptop's hard drive. Nonetheless, the issue continued and you contacted Microsoft support to have the laptop refunded, repaired, or replaced.

Microsoft return and exchange policy for laptops states that a return or exchange request will be honored for thirty (30) days from the date of purchase, provided the item has not been opened or altered from its original state and does not show wear or damage. As your laptop was purchased on 4/29/2012, and subsequently altered from its original state when sent to [redacted] hardware support, Microsoft cannot exchange or return it. For details about our policy, please visit: http://www.microsoftstore.com/return_policy. In regards to your repair request, the laptop manufacturer owns the hardware warranty and is responsible for all repairs to it.

Following the above, I regret to inform you that there is no recourse Microsoft can provide you for your situation. We will proceed to archive your case and close the matter.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

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

Consumer's Final Response /* (3000, 7, 2013/04/29) */

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

The laptop Microsoft sold to me was a lemon, and as with most cases of lemon products, the issue is not noticed until after a certain number of days, as in my case. It does not matter what Microsoft's policy is as the policy means nothing in situations like these. And, as a matter of fact, Wisconsin has an implied warranty on all items sold in Wisconsin and for electronic items, the law states that the product must function as advertised for at least 4 years, unless the item is specified as being "sold as is", written explicitly at the time of purchase. I did not see any "sold as is" notice and therefore, Wisconsin's implied warranty Law supercedes any company policy Microsoft has. Therefore, Microsoft must provide a replacement or a full refund. A lawsuit will follow if Microsoft does not resolve this problem. The solution will be cheaper for Microsoft than to send their lawyers to court anyway, but I will definitely proceed with legal action a replacement or refund is not provided.

Business' Final Response /* (4000, 13, 2013/05/23) */

May 21, 2013

[redacted] Cir

[redacted], WI XXXXX

RE: Revdex.com Case# XXXXXXXX

Dear Mr. [redacted],

I understand you are experiencing difficulties with your [redacted] laptop, and I would like to offer that our Escalation team work with you to investigate your laptop issues. Please let me know if this works for you, and I will arrange for a member of the team to contact you within two (2) business days.

In response to your request for refund or replacement, because your [redacted] laptop was purchased through the Microsoft Online Store (order ID XXXXXXXXXX) on 4/29/12, our use and sale policy does apply. As such, we cannot replace or refund your order as specified in Microsoft Store's Return and Warranty terms (http://www.microsoftstore.com/store/msusa/en_US/DisplayTermsOfUseAndSalePage/Th... Furthermore, Microsoft cannot speak on the details of Wisconsin State Law regarding warranty coverage for electronic items sold.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

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

Review: wont allow me to download a movie I boughtDesired Settlement: I want my money or a download copy of the movie

Review: I contacted Microsoft Hotmail Support to discuss the problem I was having with my emaIL ACCCOUNT. aPPARNTLY, my hotmail account was compromised and I was asking their tech support agent [redacted] to adresss my concwerns. He told me someone in [redacted] Africa was using my email acocount and the person was sending spam by using my email account. From the beginning he began to tell me that he had to look into my computer and for me to log into www.logmein.com.

I was not told from the onset that this was a sale but he was tryin g to fix my hotmail issue.

See discussion below from [redacted] at Hotnmail

11:35 AM Connecting...

11:35 AM Connected. A support representative will be with you shortly.

11:35 AM Support session established with [redacted].

11:35 AM [redacted] restarting application as Windows system [redacted]

11:35 AM Checking configuration...

11:35 AM Application running as Windows system [redacted]

11:36 AM Connecting...

11:36 AM Connected. A support representative will be with you shortly.

11:36 AM Support session established with [redacted].

11:36 AM You have granted full permission to [redacted]. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.

11:36 AM Remote Control started by [redacted].

I was finding out after several discussions that this was a sale not tech supoport from Hotmail. I asked him to cease from taking over my computer and he began to delete all the software he had put on my computer trying to sell their anti virsu trojan protection. I TOLD HOM I HAD vipr eTrojan support and he told me they could not do what they could do to solve the hacking of my email from someone in [redacted] SAfrica?????

I informed him this was turning into a bait and switch sale and that it was illegal he departed quickly from the conversation...I ASKED FOR HIS ID # and address. he disappeared from the phone call.

My resolve was not solved and I'm filing a complaint that this was turning into a con to sell me antivirus trojan software thru hotmail/Microsoft.

Thank you,

[redacted] L.[redacted] Park Drive

Savage, MN. XXXXX

XXX-XXX-XXXX

Desired Settlement: I need them to resolve my email acccount free from any purhase of their anti virus software and that they dissist from using bait and switch tactics to sell their trojan software to hotmail customers.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/05) */

April 5, 2013

[redacted] L. [redacted] Park Drive

Savage, MN XXXXX

RE: Revdex.com Case #XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com (Revdex.com), regarding your issues with your Hotmail account and support, was forwarded to Microsoft on Friday, April 5.

I understand that you contacted Microsoft Hotmail support, but the technician you worked with proceeded to delete programs from your machine and tried to convince you to purchase anti-virus software.

From what you have described, it does not sound like the technician you worked with was a Microsoft employee or representative. Our support personnel do not sell antivirus software, though they may recommend that you use Microsoft Essentials, which is a free antivirus program. That said, I am sorry that you had a less than ideal experience trying to troubleshoot your Hotmail issues, but I am here to help!

There are questions I need answered before I can quickly engage the appropriate escalation specialist to assist you.

Please supply the following information:

1. Is the compromised email address this:[redacted]@hotmail.com? If not, what is it?

2. What is an alternate email address we can send email to?

3. What phone number did you call when you were trying to reach Microsoft Hotmail support?

4. Please provide the support case number, if you were given one.

As soon as I receive this additional information, I will escalate this issue for you. Please respond to this message through the Revdex.com web site, or you can email me at [redacted]@microsoft.com and refer to this Revdex.com Case #XXXXXXXX and that you are working with [redacted].

I look forward to working with you on this issue.

Thank you.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

Review: I purchased Microsoft Office 365. The package states it is a 1 year subscription for 5 PCs. I installed it on a laptop which my husband took with him on deployment to Afghanistan. I purchased a new laptop and attempted to load Office 365; however, I cannot because I must log into the same Microsoft account used to register the product, but I do not know which account that is since I do not use any Microsoft accounts and Microsoft's "help" on their website is not useful at all!

I have no way to retrieve the account information, their "contact" information merely consists of me having to search for the answer myself on their site which I cannot find. I have the e-mail stating the product was registered in June, but cannot retrieve my account or password. It's bad enough that now Office has to be renewed every year and I believe these tactics are an attempt to force the customer to have to go out and buy the subscription again.

I have a subscription for 4 PCs left and I cannot even use them.Desired Settlement: I want someone from Microsoft to assist me in locating the account information associated with my Office 365 subscription so I can load it onto my new computer or compensate me with a 1 year subscription to Office 365 for 4 more PCs which is what I paid for.

Business

Response:

Initial Business Response /* (1000, 6, 2013/12/26) */

December 26, 2013

Revdex.com Case #XXXXXXXX

Dear [redacted],

Microsoft received your complaint from the Revdex.com regarding the issue you had when trying to install additional copies of Office 365 that you purchased. On December 21, you responded to Microsoft's request for your contact information, saying that you were able to reset your Microsoft Account and successfully install Office 36. I apologize for the inconvenience that this has caused you, but I am happy to hear that you were able to get the issue resolved. Your internal case with Microsoft has been archived at this time.

Thank you for choosing Microsoft!

Sincerely,

Advoacy Manager

Microsoft Customer and Field Advocacy - United States

Final Consumer Response /* (2000, 8, 2014/01/02) */

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

Review: I ordered a Surface RT from Microsoft's online store over a week ago. When I never saw the order appear under order status I called microsoft. I ended up calling twice & having a live online chat once. Each time I was given a case number, was told the order was in review but that my order would be personally monitored and a follow up email sent. I never received any emails. Several days ago I noticed a charge of $104.94 on my credit card statement. Sunce my irder total was to be around $600 this made mo sense. I went back to the Microsoft store website and under order status it still said no order was placed. I then used social media for the Surface (@surface on twitter). & finally started getting replies but they advised me to contact storeDesired Settlement: I want my order cancelled, written confirmation if it and my money back. I am very suspicious of phishing activity. An email from an 'escalator' said no chargecwas made as a preauthorization payment failed abd in the next few days the order woukd either go through or be cancelled

Business

Response:

Initial Business Response /* (1000, 5, 2013/08/29) */

August 29, 2013

Reading, PA 19607

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding your refund for an amount that was charged to your credit card related to your Surface RT purchase was forwarded to Microsoft and assigned to me on Tuesday, August 20.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update by the August 29 deadline.

I engaged our escalation team to assist on this case - I have found that your previously entered support ticket with Microsoft was still open and work was being completed to work on refunding the amount of $104.94 back onto your credit card.

On Thursday, August 22, our support escalation engineer working on your case sent an email to confirm that a credit of $104.94 was applied to your credit card. As we understand that you have since cancelled that credit card, we are awaiting news from your bank of the rejection of the credit. Once we receive the rejection notification, we will be able to send you a physical check.

I sent a follow up email to you today, August 29 and have set new expectations to follow up with you on Tuesday, September 3 after the Labor Day weekend. I will provide another update to the Revdex.com once the refund has been received and this case has been closed.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Final Consumer Response /* (2000, 8, 2013/09/07) */

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

I am still very unhappy with this company and what they put a customer through. However, once the Revdex.com was involved, communication was much improved and action was taken. My money was refunded and my order cancelled. This is the result I was working towards.

Review: I purchased a product online on 11/9/14. Later in the day I realized I didn't need it. I spent over an hour on the phone trying to get a refund. I was transferred back and forth between Microsoft customer service and Microsoft Store. No one could find a record of my purchase. This morning I spent 30+ minutes on the phone with them. Same routine. Another 30+ minutes spent on the phone this evening. No record of my purchase. No refund.Desired Settlement: Refund

Review: [redacted] hosts my website and was notified to contact [redacted] about a problem with information posted when my website is searched. I used ww.[redacted].com/webmaster/tools/content-removal to request outdated cache removal. The site information with wrong cache was changed around December 20, 2013. I contacted [redacted] at above site over a week ago. The information has not been cashed and this is impacting my branding. Desired Settlement: Please remove outdated cache for my website. I want to have updated website information posted once someone searches for my site. I want the updated information posted in the search response, please.

Thank you.

Review: In December 2012, I purchased a NEW Dell XPS 8500 I7 computer with Microsoft Windows 8 operating system pre-installed on it. I also purchased a Seagate Backup Plus 2 TB External Hard Drive to backup my files and computer. Windows 8 uses what is called "File History" for backup. When you plug in your external hard drive, Windows 8 should recognize the hard drive and allow you to turn on File History for Backup. Long story short, File History [redacted] NOT recognize the external hard drive and allow you to TURN ON file history.I contacted Dell tech support trying to resolve this issue. The tech remotely tried for approx 1 hour to get file history to operate correctly. Finally,the Dell tech suggested I contact Microsoft support for help resolving this issue. I have learned during the past 4 months there are MANY people who purchased computers with a Windows 8 operating system on it who have the exact same problem I am experiencing. When I did contact Microsoft support, they were willing to remotely try and solve this problem with Windows 8 if I paid them a $99 fee. Not only NO, [redacted] NO!!! I purchased their O.S. and I find Microsoft does not seem to care about FIXING this problem with THEIR OPERATING SYSTEM. If you Google external hard drive not recognized using windows 8, you can see the numerous folks out there who have this problem. Microsoft should either offer to solve this problem at NO COST TO ME or come up with a FIX to this aggravating problem with file history. A note: today, I purchased another Seagate 2TB External Hard Drive just to make sure I did not have an external hard drive problem. The Seagate I purchased today does the exact same thing as the drive I purchased in Jan 2013. If I knew I would have this kind of problem with a brand new computer, I would have spent more money and purchased a MAC. From what I have read, Microsoft IS NOT ATTEMPTING TO RESOLVE THIS ISSUE WITH FILE HISTORY in their Windows 8 operating system. Desired Settlement: I want Microsoft to acknowledge there is a problem with FILE HISTORY in their Windows 8 operating system. I [redacted] not pay Microsoft $99 for tech support on this new computer that is about 5 months old. If Microsoft cannot tell me and ALL the other folks out there that they know of this problem and plan to come up with a FIX, then I plan to make sure customers out there know about Windows 8 problems and the fact Microsoft isn't doing anything about it! I have been using Windows since 2000. It is very disappointing to see Microsoft blow off their customers.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/15) */

April 15, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 10th regarding the backup file history on Windows 8. According the issue description that you provided, the file history on your Windows 8 computer was unable to recognize the external hard drive to allow you to turn on the file history for backup.

Nitin, a Global Escalation Engineer, reached out to you on Thursday, April 11thto assist with this issue. He was able to help you resolve this issue by doing a clean installation of Office on Friday, April 12th.

At this point, it appears that your concerns have been addressed now that your computer is working properly. We hope you [redacted] continue to be a valued [redacted]!

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Consumer's Final Response /* (-5, 5, 2013/04/13) */

Microsoft has been in contact with me the past few days and has resolved the problem with File History in Windows 8. I was very impressed with the speed Microsoft approached this problem and fixed it as of today 4/13/2013.

I consider this case to be closed and I am very pleased with Microsoft!!

Regards,

[redacted] H [redacted]

Business' Final Response /* (-10, 7, 2013/04/17) */

April 17, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

I wanted to follow up on this one last time to confirm that the additional issues that you experienced with the File History on your computer have been resolved. I am happy to hear that you had a good experience working with our Support Escalations team on this issue!

Sincerely,

[redacted] - Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Review: We provide a program that is used by the US Government to provide services to verterians. A smartscreen filter has labeled our software as "reported as unsafe". There appears to be no way to report this downloadable program as safe to microsoft. I've tried searching for the group that manages these reports. I've tried creating a report request, but errors in their reporting website makes it impossible to submit a new report. After an hour of signing up for microsoft accounts. Tring multiple ways to report this to them I'm hopeing that you will help.Desired Settlement: If microsoft is going to post software warnings, users should have a simple and understandable way to dispute those warnings that is not conceled from the public. A clear and understandable way to dispute a warning so that errors like ours can be researched and cleared should be required from microsoft. It appears that there may be a way to report a website as safe through the warning, but there is no way to report a downloadable program as safe from the download. Our website is not reported as unsafe, just the download is labeled as such.

Also we would like the unsafe warning removed from our file download ( located at http://vct.vaforvets.va.gov/[redacted] )

Thank you for your help.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/11) */

April 11, 2013

Revdex.com Case #XXXXXXXX

Dear Mr. [redacted],

Microsoft received your complaint from the Revdex.com regarding an error your customers were encountering with downloading software through versions of Internet Explorer 9 and newer. You inquired about the error, and requested that Microsoft resolve the error, as this software is critical to your business.

On April 11, 2013, after escalating your request to Microsoft's Pro Development Support Team, I provided you with information confirming that the reason why the error popped up is because the signature portion of your software was invalid. This communication also included a first step in resolving the issue, and blog posts about the error itself. I received a response from you the same day indicating that this information helped resolve your issue.

At this point, it appears that all your concerns have been addressed; I have forwarded your suggestion to have the support team post this information on the SmartScreen FAQ site. We hope you will continue to be a valued [redacted].

Sincerely,

[redacted] S.

Senior Advocacy Specialist

Microsoft Corporation

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Description: Computers Hardware, Software & Services

Address: 6278 N. Federal Hwy. Ste 294, Baltimore, Maryland, United States, 21230-4017

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