Microsoft Corporation

Review: I received a advertisement to open an outlook acct , opened it on my daughter in-law's laptop and it switched her login and pswd to my outlook acct and then when we went to login under my outlook acct it froze me out and required I pay 99.99 to unlock it.Desired Settlement: To unlock her computer that is not mine for them to take her administration rights for logging in and switching them due to me opening an email is bait and switch.

Review: Having on going issues with their IE 10 MSN site not working correctly Have given feedback and contacted online services for help with the MSN homepage not responding or working properly along with the [redacted] game app not working correctly after an update. They do not help to fix when contacting any. When on MSN homepage I go to news and want to watch the video of the news article and it keeps stopping and starting, but all the advertisements play fine. Just the article won't play properly. [redacted] game app updated now it won't open correctly have contacted **, Microsoft and [redacted]s help sites and I get no help to fix their defective product.Desired Settlement: Please fix the issues or get another computer that is the sane as the one I have. It isn't very old maybe 2 yrs. But it has not worked properly since I got it. All I want is for it to work right and I know they can fix it.

Review: I am having trouble having Microsoft honoring the warranty on the headset that I have purchased from Microsoft. The item was purchase 1/17/15. According to the book, the warranty is valid for 90 days for normal wear and tear. The headset quit working on March 12, 2015. I called Microsoft on 3/18/2015. After speaking to the first lady, I was transferred to the parts department, who then transferred me again. I have spoke to [redacted] who after discussing the issue and arguing over the warranty put me on hold to actually find out what the warranty is. This item is covered under a minimum of a 90 day warranty. My phone called lasted for 60 minutes in order to get a company to honor their warranty.It is unbelievable the fact that their our employees due not know the warranty information and clearly this is their attempt to keep from honoring their warranty.Desired Settlement: I would like paid $1 for every minute that I have wasted on the phone for their lack of knowledge. So I would like a payment of $60 for their deceptive practices.

Review: I bought an Surface tablet on 3/22/2014 and somehow it didn't work for me. So, I raised the refund request on 04/20/2014 and they have received the product on 04/24/XXXX X:XX A.M.

I have sent the tablet and the screen protector with same shipping label in one box. I have opened a case on 7th of May 2014.

Following are the details on my case.

Order number: XXXXXXXXXX

Amount charged to me: USD $ 380.54 ($10.60 on 3/24/2014 and $369.94 on 4/29/2014)

Case number raised on May 7th XXXX: XXXXXXXXXX

Another Case number:XXXXXXXXXX, XXX XXX XXXX

Tracking label for refund: 1Z8W36FXXXXXXXXXXX

Product received by Microsoft: 04/24/XXXX X:XX A.M

After more than 5 times calling to help desk and six calls and messages to Mr. [redacted] they have refunded only $10.60 today and not the entire tablet amount of $380. Case is pending with one gentle man named Mr. [redacted] who never responded my calls or emails.

Help desk is also not able to reach Mr. [redacted] to get a conformation on the refund amount. Helpdesk declined to put the conversation to an email.

I have high regards for Microsoft but in this particular case it looks like I am ending up with frustration for a simple refund.

I am highly frustrated and don't know what to do. Pls suggest.Desired Settlement: I want my entire amount that is USD $ 380.54 to be refunded

Review: So, I am currently moving to the Bay Area. I live more specifically in Walla Walla. I was told about the website from a friend. My Surface Type Keyboard has not been working since February so in late March I drove to Seattle get it replaced. They refused to replace the device. The keyboard was under warranty at the time; this is no longer the case. As a result, I have scentless countless hours on the phone asking for a replacement. It has been a waste of time and very disappointing. Desired Settlement: A replacement for a Surface Type Cover 2 with backlighting for all the trouble this has caused me. The warranty website after all is asking that I pay $120, which is essentially the price of a brand new type cover. Seattle is not close to Walla Walla, and it took me a lot of time to go there only to be denied the claim. I look forward to being able to use my Surface keyboard again.

Review: My Microsoft email account '[redacted]@hotmail.com' has been blocked (cannot access or sign in) by Microsoft, according to their online messages, due to suspected hacker activity. Numerous attempts I have made to recover the account online have failed. I sent the letter below to the Microsoft CEO, and received NO response. I need to have my account unblocked.

[redacted] XXXXX-XXXX

Feb. 14, 2014

Microsoft Corp.

Redmond, WA XXXXX

Dear Mr. [redacted]:

I am writing to you as a last resort. I know your time is valuable, and you have many more important things to deal with other than customer problems. Unfortunately, I have exhausted every other alternative with absolutely no success, becoming increasingly frustrated with this situation as time goes on.

Over a month ago, I found that access to my Hotmail account ([redacted]@hotmail.com) had been blocked by Microsoft, apparently due to suspected hacking. Since that time, I have expended countless hours of my own time trying to remedy this situation, including:

- Submitting two (2) Support Requests [redacted] XXXXXXXXXX) for assistance

- Working through three (3), prolonged, totally unsuccessful, online CHAT sessions with your support team, during which two (2) Escalation Support Requests [redacted] XXXXXXXXXX) were submitted

- Making numerous attempts to submit the Microsoft Online Account Authorization form, which were rejected each and ever time by your automated system

I could find no contact information anywhere on your website directing me to a real, live support representative. During the chat sessions I requested that someone call me about this issue. I also offered to provide any reasonable documentation to prove my identity as the "true" owner of the above email account. I requested that a code/password to unblock the account be mailed to me at the above address (which should match the address you have on file for my email account). I also provided my home address and both my home and cell phone numbers [redacted] home - XXX-XXX-XXXX, cell).

As of this writing, the four (4) Support Requests for this issue are still sitting there in your queue with 'Open' Status. I have received nothing in the mail, no one has called me, and my account is still blocked.

This total lack of support and concern is unbelievable. I have irreplaceable information, documents, and photos stored in my hotmail account. I also have no way to identify all my contacts in the address book. There must be innumerable emails sitting in my inbox from people/businesses that can't understand why I'm not communicating back. My banks and other business accounts all use this email to deliver important communications and paperless statements.

I need to get what should have been a simple problem resolved. Please do anything in your power to help me with my predicament. At this point I feel totally helpless and completely deserted by Microsoft, from which I expected much, much better user support and problem resolution.

I appreciate your assistance and support in unblocking my email account.

Sincerely,

[redacted]

Desired Settlement: I need to have access restored to my blocked email account. I have irreplaceable information, including family photos store in my email folders.

Review: My hotmail account ishackedDesired Settlement: Fix hotmail account English language and where I can receive my emails. I have tried to contact this company. Email me at [redacted]@gmail.com

Review: Windows 8 touch doesn't work correctly. too many flaws, but basiclly flawed as the system constantly interupts with bing. and invades my work. Too many do overs, due to faulty touch-pad readings. I had to return my first purch. and this re-placement has sim. issues. Bing is loaded as a trojan virus, and interferes constantly. I've owned many msft. pc's including vista. this is much worse. Very invasive. Support 4 techs from omni-tech, and rain tech from msft. all said downgrade to 7. so these are known probs. bing has dinged me non-stop. thanks.Desired Settlement: I want a full refund. They may have my 6 week old pc. I will buy a diff. OS. I will never purchase another msft. product. And i've had 5. this is by far the worst of them all. Vista almost pushed me this far. But all the junk loaded onto this. It's a marketing tool for msft. not a working pc. thanks.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/21) */

Hi Mr. [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for a refund for your recently purchased Acer PC. Once I received your request, I reached out to you to ensure did not want technical assistance before the refund process began. You respectfully declined, and I then provided you with contact information for the PC manufacturer as well as the store you purchased your PC from to begin the refund process.

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

Thank you for contacting us.

Sr. Advocacy Specialist

Microsoft Corporation

Review: My wife can no longer access hotmail acc. I found # via Internet and was told her acc. Had been hacked 6-11-2013. Spoke with different representatives, very rude, very pushy all asking for diff. Amounts of money to fix problem, but refused to transfer call to anyone else of diff departments, demanding we give them our info and money. My wife gave credit card info to one representative who promises we won't be charged until more info is given and issue resolved. This sounds very frodulent since we were told diff prices.Desired Settlement: If we are charged, we want money back. If they are frauds and have our personal info, we want justice

Business

Response:

Business' Initial Response /* (1000, 10, 2013/06/21) */

June 21, 2013

[redacted] N

[redacted] AR XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com, regarding your issues with your wife's blocked Hotmail account, was forwarded to Microsoft on Friday, June 14.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update before the June 23 deadline.

I understand that your wife's Hotmail account was blocked and you tried to call for support but after talking to multiple representatives, you did not receive information because you did not pay for the support. I am sorry to hear that you had a less than ideal experience with our service, and I want to assure you that we will follow up internally and take any necessary corrective actions.

In order to engage our escalation specialist to assist with unblocking your wife's account and to escalate your support experience, please provide the following information:

* Your wife's name and your wife's blocked Hotmail account

* The number you called for Microsoft support

* Any support/case numbers your wife was given when talking to Microsoft support

I have emailed you at the email address provided: [redacted]@gmail.com on the following dates: 6/14, 6/18, and 6/21, but have not received a response.

I am here to help, but I cannot proceed forward without the information requested. Please reply back to me via the emails I have sent so I can assist in this case.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Business' Final Response /* (-10, 12, 2013/07/02) */

July 2, 2013

[redacted] N

[redacted] AR XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com, regarding your issues with your wife's blocked Hotmail account, was forwarded to Microsoft on Friday, June 14.

I have emailed you at the email address provided: [redacted]@gmail.com on the following dates: 6/14, 6/18, 6/21, 6/26, and 7/1 but have not received a response. I am here to help, but I cannot proceed forward without the information requested.

Per my set expectations on the email I sent on 7/1, I will be closing your case today.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Review: My 100% legit purchased copy of Windows 7 upgrade no longer validates. Purchased from [redacted]. Has been valiadated in the past.

Purchased software will not validate. Failure to provide services paid for.Desired Settlement: Validate my purchased windows 7.

Review: Spoke with 7 CS people to try and have my email password unblocked and receive a new password. Everyone promised me that they unblock me (I blocked myself out b/c I forgot my password) and give me a new password. When the tech took control of my machine he said that I had some issues but "not to worry" he would still give me a new password. Three hours later he said he would only do it for a price $179 - $499 (when I already have protection on my computer. I tried to copy the written communciations but couldn't b/c he had control of the screen and stated that in the communciations. I asked for a supervisor. I said I was going to file a complaint. I called CS-another supervisor told me this tech's supervisor would call me in 15 mins. No call. I called back. Received the same response. No call. I stated in my communications that if there was a problem with "that" computer, I had other computers that did not have any issues, I have been changing passwords with no issues whatsoever on the same network, we could use another computer. The shut me down-just disappeared. I called CS again to get a case number and they mysteriously have no case number. I want to delete my account now and I can't b/c I cannot get into it and CS will not respond to me. My information is out there and I have no access to it ONLY THEY DO.

To make sure I could change passwords, today I changed password two different times on my other hotmail/outlook email accounts on the same network. So, if it's a "network" issue, why was I able to do this without any problem?

In addition, approximately two weeks ago, I registered to via email to have a recovery code sent to me so I code change me password by myself-didn't receive it. I did the same thing yesterday - didn't receive it and that's why I called Microsoft support.

It seems awfully weird that I have a "network" problem according to them with this email account but I don't have any network issues with my other hotmail/outlook accounts on the same network.Desired Settlement: I would like my [redacted]@outlook.com account deleted.

I want a new password, I want to get into my account and delete the account myself so I am able to see my emails and have control of my email account.

Review: My account has been hacked and I have tried on multiple occasions to change my password ** the Microsoft website and contacting the Microsoft company but still no actions have been taken.Desired Settlement: I am seeking to get my account back before the hacker can access any of my payment options or change any personal settings.

Review: I open up my email from my office to wait on an email that I was waiting on. I was release from the State of Alaska effect 1 May 2013.

On May 1, 2013 I went to pull up my e-mail, from home and was unable to retrieve my e-mail. I have important document on my e-mail and Hotmail stated that I can not prove that the e-mail address is mind. Why couldn't Hotmail send me a new pass word though the mail and that would have stop the problem. I am the solve person on this account. I would like to have my e-mail with all my e-mail attached. Thanks you for your helpDesired Settlement: To retrieve my old e-mail account back.

Review: I purchased Office for Mac online. I downloaded the software and saved it to a CD, however, the product key was not saved. I no longer use the original email that I purchased the software with and customer service will not discuss anything with me because I do not recall the credit card used for the purchase.Desired Settlement: I would like my product key code.

Review: Microsoft has continued a recurring monthly charge for service to my credit card. Customer service refuses to identify the reason for the charge and refuses to stop the charge. The reason they state is I didn't give them all necessary information. The information that they state missing is phone # and email address on the account. I've given every email and phone # I've used for past 8 years. None are associated with account per customer service. I have multiple reference #'s to document the calls, yet no attempt by them to resolve. No email address available for them and no one else to resolve per them. Desired Settlement: I've had to cancel the credit card to stop the bogus recurring charge. I want re-imbursement for charges.

Just to make things simple since microsoft struggles with anything close to complex.

1. Users can not log in over 50% of the time.

2. Online servers and services have been tampered with again by cyber-terrorists. (Hackers)

3. I have have paid products downloaded gone missing unfairly and mysteriously with no trace any reason.

4. Absolutely no customer support, they could care less about if your online service is working properly.

5. Production and distribution of "broken" or "un-finished" games run rampant on xbox live market place, making buying any game a gamble and headache.

6. Unreliable and untrustworthy company that only cares about $$$. Like most companys.

Review: I purchased the surface pro 3 in June of 2014, less then 60 days later, on or about August 11, 2014, I have had no less then two irreparable "hardware" issues which have rendered the device unusable for its intended purchase. The first reference no is XXXXXXXXXX, the second XXXXXXXXXX. After several attempts to resolve the issue, the matter was referred to the "care" team w/ support. They did not contact me, in the time allotted and, upon following up, I was advised that my request for a refund would not be honored; despite the fact the manufacturers warranty explicitly stating this as remedy and that I had no additional recourse, above the so called "care team."Desired Settlement: Because I am well outside of the merchant return/exchange window, I want microsoft to honor the manufacturers warranty and authorize a refund of the purchase price, as well as accessories, at the merchant - in this case, [redacted].

Review: Ordered Toshiba Satellite C55-B5298 Signature Edition Laptop from website, was described and advertised as a touchscreen model. Received said product only to find out it was not a touchscreen.

Called Microsoft Online Support to remedy the situation and have received the run-around for days. Had discussed a solution with a certain higher-level customer service employee who said they would run some numbers and get back to me within a day. Several days, calls and messages from me have passed and I have yet to hear back.Desired Settlement: Even exchange for a product that meets the specifications of the product advertised that I paid for.

Review: On Oct 4, 2013, I placed an order for a Surface Pro 2 256gb to be shipped Oct 29. Microsoft billed my card on Oct 18 and my bank declined the transaction because of potential fraud. Microsoft notified me by e-mail on Oct 21 that the transaction was declined, but I would be given the opportunity to resubmit payment information between Friday, Oct 25 and Monday, Oct 28. If I do not submit payment information, my order would have to unfortunately be canceled. I called Microsoft customer service the Monday night I received the e-mail to hopefully resolve the issue immediately. Customer service informed me that I would have to wait until Friday when the e-mail arrives to update my information and that they were unable to resubmit payment over the phone. I was told not to worry and that my spot in line is still there. On Friday morning, I received the e-mail that asks to resubmit payment information that had a link to the site to do so.I clicked on the link and was taken to my account page where I could login.I logged in and when I clicked on their link to update my information,I was denied access and was given an error message stating that changes to my payment is not authorized in this transaction as my order was canceled.3 minutes later, I receive another e-mail that says my order was canceled because they couldn't authorize my transaction.I called my financial institution and no attempts were made to attempt a second transaction. I called customer service immediately after and was told not to worry and that this is a known problem as many calls were being made about erroneous order cancelations. I was told that there was nothing they could do and I can wait 24-72 hours for a phone call from Microsoft to remedy the problem or I could place a new order that would be set for Dec 15, 2013. I chose to wait for the call. That call never came, and I took the issue to [redacted] They have contacted me and told me sorry for the inconvenience and that I could only place a new order to be shipped Dec 15.

Product_Or_Service: Surface Pro 2 256gb

Order_Number: XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for Microsoft to either honor my original transaction and ship it as soon as possible or make an honest effort to locate a Surface Pro 2 256gb at one of their stores or authorized retailers and make it available to me for purchase.

Business

Response:

Initial Business Response /* (1000, 5, 2013/11/08) */

November 8, 2013

Revdex.com Case Number: XXXXXXXX

Hello [redacted],

My name is [redacted], and I am with Customer and Field Advocacy Team at Microsoft. Our offices received correspondence from the Revdex.com detailing the recent issue you experienced placing an order for a Surface Pro 2 from the Microsoft Store. I understand you had placed an original order on October 4th, to be shipped on October 29th, however, when your card was billed on October 18th, the transaction was denied by your banking institution because of suspicion of fraudulent activity. When you reached out for support, you were told you would have another opportunity to submit payment information, but when you attempted to do so, the information did not go through and your Surface Pro 2 order was cancelled.

Thank you for taking the time to submit your feedback and experience, and allowing Microsoft the opportunity to investigate this issue further.

Upon receipt of your support case, you were connected with the Microsoft Store Escalation Team. The Support Engineer attempted to find an in stock Surface Pro 2, however, they are sold out online and in-store. As a good faith gesture, you were then offered a $200 promotional credit to utilize when the Surface Pro 2 comes back in stock. You accepted this offer, and have given permission to close your support case as "resolved".

Again, thank you for allowing us the opportunity to work with you.

Thank you,

Advocacy Manager

Microsoft Corporation

Review: I called concerning my product key code for my laptop which was coming up invalid. Technician checked it and said everything was ok. He then deleted all user accounts. He apologize and contacted his manager who apologized and said they would fix my computer.I have gotten nowhere. I lost all everything that was in my computer. Pictures, music, document everything.Desired Settlement: Five thousand dollars for my lost, time, and computer.

Business

Response:

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

Microsoft Support engaged the customer on 7/12/13 to provide assistance with this issue. Since that time the customer has repeatedly denied offers to provide work with support.

A Microsoft Global Escalation Team Manager contacted the customer on 8/23 to address the customer concerns again. At that time, the customer was informed that Microsoft respectfully declines to accommodate the request for a new laptop, but remained committed to providing the customer with the support needed to address the technical issues on the existing machine. In addition, as a customer service gesture, Microsoft has provided the customer with a copy of Office 2010 and Microsoft Security Essentials.

The customer has declined further technical support. However, the customer has been informed that if they desire support, or wish to discuss this situation further with a manager, to please contact Support.

We have reviewed our records, and see that we addressed this issue with a response dated 8/28/13. Our review of the record and this recent inquiry shows that the customer has not provided any new or additional information to permit us to investigate this report further.

If we receive additional information on this matter that supports a different resolution, we will gladly re-open the issue and investigate the newly presented information. Until that time, however, Microsoft's response referenced above applies to this situation and this matter will remain closed.

Final Consumer Response /* (3000, 22, 2013/11/01) */

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

First of all I didn't call for a clean installation.I called regarding my product key code that came with my computer.There was no reason to do a clean installation. The rep did it and apologized and said they would fix my computer.Once again I am not responsible for them deleting everthing.Again we spoke with the manufacturer on a three way call.The manufacturer said you have to pay to have everthing reinstalled.Once again I am not a computer programmer or the manufacturer.Microsoft said they would go online and find the basic operations.I said no to that.I want what I paid for. Microsoft has lied about the issue. I don't time have for them to put what they what on my computer. Reprogramming the computer takes hours and I dont trust them. The Microsoft program they claim they gave me don't work.I have my records where I reached out to Microsoft daily and got no response.Every time I reached out to them it was a different rep.I gave them my availablity time. They called when they wanted.I have been trying to work with them.Until they lied and gave me the run arounds.I have proof email corespondents,recordings,and my phone records to verify what I am saying.

Final Business Response /* (1000, 20, 2013/11/01) */

The customer was never promised that Microsoft will pay Toshiba for the programs as the customer was kept informed before performing a clean installation. The customer asked Microsoft to provide her a new laptop, which was declined. The customer was not ready to troubleshoot further and at the end of the Support Manager phone call she became abusive. Microsoft informed the customer that if she can provide the information about the installed software we can try to see if they were available on the respective manufacturer's website for download and help her reinstall them. The customer at first agreed to provide us the list, but then she kept on asking for a new laptop and didn't allow Microsoft to perform any troubleshooting steps. The customer never provided Microsoft a chance to perform any troubleshooting steps on her computer. At the end, Microsoft ceased the communication with the customer as she used profanity on the call and was not ready to troubleshoot.

The customer had Office 2010 installed on her computer before the clean installation was performed. Following the clean installation of Windows, the customer informed the technician that she doesn't have any installation source available. As a goodwill gesture Microsoft generated a new product key for the customer and helped her install Office on her computer, as well as provided the customer with Microsoft Security Essentials.