Microsoft Corporation

Review: I purchased a surface pro 3, and it malfunctioned.The company refuses to give me a new product. Instead, they want to give me a refurbished product. I did not purchase a used product. Desired Settlement: I want my Surface replaced with a new product. I have spent hours with Microsoft on the phone. I spent over a 1,000 on a product that I am not done paying for and they want to give me a used product.

Review: On May 6, 2014, I returned the Lenovo Thinkpad 8 tablet (which was defective on arrival to me) to your offices using your return label (UPS tracking # 1Z8W36F590​XXXXXXXX) after receiving a Return Authorization # XXXXXXXXX from the Microsoft Store. Your offices confirmed receipt of the tablet on 5/9/2014. The total amount that was supposed to be refunded to my credit card ending in 2004 was supposed to be $437.34. On May 14, 2014, I received an email stating that I would receive a partial refund for $285.13. That leaves me short $152.21 for this tablet. I contacted a supervisor by the name of "[redacted]" on 5/14/2014 at X-XXX-XXX-XXXX who gave me a reference number XXXXXXXXXX and claimed that I would receive the additional refund once she escalated the matter to her corporate office. However, upon calling the service center back, it appears that there is mass confusion and the service center in the Philippines (which is where MS Store's CS center is based) has a hard time understanding how to process a simple refund. I do not have the time nor the patience to deal with this call center. Desired Settlement: I would like an immediate refund for the additional $152.21 which will cover the shortfall in the refund amount that has been issued thus far. If this is NOT handled expeditiously, I will file a dispute with American Express as I feel that I have made a good faith effort to resolve this matter with the MS Store.

Business

Response:

Final Consumer Response /* (2000, 7, 2014/05/21) */

As of 5/20/2014, this complaint has been resolved to my satisfaction. Thanks

Review: I requested a notification for the Microsoft Band as to when it would be available. I received the email and was ready to order one at the time they went live. I selected the medium band within seconds of it being available at 1:00 ESt 11/18 and placed it in my cart. Other items popped up during checkout which I reviewed. After a few minutes, I continued the checkout and during the final phase, was notified the band was out of stock. This means someone came online after me, ordered it and took it from my cart. I have never heard of this happening and is an extremely poor business practice. Not only for the customer but for Microsoft as no one will want to continue to shop before checking out.

People are buying these to sell on [redacted] so good job taking one from my cart so they can sell it for $350 on [redacted].

This is wrong on so many levels. I even have an order number #XXXXXXXXXXX.Desired Settlement: To honor customers in a fair manner.

Review: I tried to redeem my reward points for an [redacted] gift card on 1/10/14 and received an email saying there was an error with my order. Upon contacting customer [redacted], they told me they closed my account I violated the Terms of Use and that if I felt the closing was an error, to contact customer service again. I did that only to receive the same message "Our research indicates that you or your Bing Rewards account has engaged in one or more violations of the Terms of Use..."

I have read every single term of use and I have not violated any one of them. In response to the terms that customer service said I may have violated, it is as follows:

. Maintaining more than five user accounts per household - I ONLY HAVE THE ONE ACCOUNT WHICH I LOG INTO THRU FACEBOOK

. Opening more than one user account per individual - I ONLY HAVE THE ONE ACCOUNT WHICH I LOG INTO THRU FACEBOOK

. Residing outside of the 50 United States and District of Columbia - I RESIDE IN NEW YORK CITY

. Not providing accurate account information, including your true first and last name, your complete and accurate mailing address, a working phone number and your email address - I OWN AND LIVE IN THE BUILDING THAT IS LISTED AS MY MAILING ADDRESS, THE NAME I PROVIDED IS MY TRUE FIRST AND LAST NAME, AND MY EMAIL ADDRESS IS A GMAIL ACCOUNT, AND THE PHONE NUMBER IS MY CELL PHONE

. Using a service intended to obfuscate your true IP address or your location - I DON'T HAVE AN OBFUSCATION DEVICE

. Using a bot, cheat code, macro or other automated method to participate in Bing Rewards - I PERSONALLY PERFORM SEARCHES AND/OR CLICK ON THE RELATED SEARCHES LINKS ON THE RIGHT SIDE OF THE SEARCH RESULTS ON BING.COMDesired Settlement: Restoration of my account and the points I've accumulated as well as points I would have earned for each day my account was closed.

Review: On November 26th I purchased software from the Microsoft website. I recently purchased a new computer and downloaded the incorrect software. I called the company instantly. They told me they would refund me over the phone (made me swear to never use the product, forward it, etc.) I checked back each day from then to see when the refund would process. As of today, December 3rd, 2013 it has not processed. When I called the customer service center about my issue they had me on hold for over 30 minutes and never came back to the line. Every time I call I get a customer service rep who does not speak English well. I have contacted Microsoft 4 separate times over the past week. No one seems to know how to help or rectify the issue. I simply want a refund for a product I cannot download or use on my computer. Desired Settlement: I would like to be refunded my the amount I paid for the product: $10.97

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/18) */

December 18, 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 a request on your behalf regarding the report you filed with the Revdex.com. If I understand correctly, you recently purchased a product through the Microsoft store, and subsequently discovered that the software was incorrect. You called the Microsoft Support line to obtain a refund, and while you reached a live person and were told you would receive a refund, you have not seen a credit on your account. Your request is for a refund in the amount of $10.57.

I received a response from the Escalations Team regarding your request. Per the team, if your copy of software was purchased through the Home Use Program, refunds or exceptions are not offered due to the low purchase price associated with the software. Please review the HUP FAQ site at: http://www.microsofthup.com/hupus/faq.aspx?culture=en-US for more information.

If you would like the Escalations Team to look into your request further in an effort to resolve any technical issues you are experiencing with the software, please reply to this request to confirm the HUP code you entered when purchasing this software, and include the specifics of the issues you are facing.

Thank you,

[redacted] Advocacy Manager

Customer and Field Advocacy

Review: I was using windows xp which was great. I had to buy a new computer due to the age of my old one, and the only system on the computers now is windows 8.1. This is the most confusing, pop-up heavy, non-user friendly system I have ever worked on. The problem I have is that I did not have a choice as to operating systems that were loaded on new pc's. If I wanted a new computer I was stuck with this awful mess of an operating system. Microsoft should absolutely be ashamed of themselves sticking consumers with this. I spent my hard earned money and got a product that is annoying and difficult to use, Why change up when their prior systems were fine?Desired Settlement: I want them to give me an operating system that is like windows xp. One that works; is user friendly and does not allow all these interruptions in the way of pop=up when I am trying to get work accomplished.

Review: MSN they are playing some kind of game thing with me and I don't like it. I sign in and then they delete it and they want me to sign in again. I do not have time with there silly games. I don't have time and my emails are important.Desired Settlement: I think I deserve a big gift card for making me so mad. There messing with my family personal lives. My dad has been ill and I need to hear what is happening. There making me so mad. Which is not good for me because I am diabetic and stress can cause my blood sugar to go high and can have a diabetic seizure.

Review: On MLK day I sent my controller for my Xbox off to be fixed via [redacted] and they signed for it three days later. I called [redacted] and they said Microsoft received it 01/22/15. I have called numerous times and they say that they do not have it even thought [redacted] has documented that it was delivered. It was mailed to Microsoft McAllen,TX. I tried to return the product back to [redacted] but they would not accept the return because the box was already open.Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this company to return the controller or reimburse me $349 for the system that I bought and was already broken.

Review: I went to [redacted] to order a Destiny Expansion Pack for my 12 y.o. son, [redacted] provided me with a 25 digit code which I then entered into my Microsoft account as I was told to do. I then tried to order the Destiny Expansion Pack for my son but instead, it posted to my gamer tag, not his. I tried to resolve the issue via Microsoft's chat service and was told they could offer a refund for the Destiny Expansion Pack; however, they could not move the $40 over from my account over to my son's so that he could then purchase the Destiny Expansion Pack for himself. This is completely unacceptable.Desired Settlement: I either want my $40 back or I want Microsoft to take that $40 and allow my son use it to purchase the Destiny Expansion Pack for his own use. I do not play games on the X-box and I have no use for this money on my account. Once again, the money was for him, not for me!

Review: Unauthorized charge to my [redacted] account. Microsoft Corp claims no record of charging me. Continues to pass me around via phone without resolving.

Unauthorized charge $63.95

December 8, 2014

[redacted] account via Bank CC

Billing Agreement IDL: [redacted]

I have spent 5 hours on the phone with 3 departments and have spoken with at least 8 representatives including 2 supervisors all within 3 days. Each dept blames the other dept telling me to call the other dept. MC says, "There is no record of this charge and they cannot do anything without the record." I have provided the ID (that they asked for), I have offered them to view my[redacted] statement, and my bank statement as proof of the charge. They continue to pass me around without any attempt at resolving this issue.

It is my desire to resolve this matter expeditiously through the Revdex.com before appearing in court causing a substantial increase in additional damages and fees.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Damages resulting from...

1. Charges incurred by me from my bank totaling $72 caused by the unauthorized charge from this company!

2. My hourly rate of $50 hr for the total time I have invested thus far = $300 (6 hrs)

Review: Hello,

I would like to report a case of double charge, related to Microsoft order number [redacted]. I would like to report a problem with [redacted] transaction ID [redacted] for the sum of US 1 697.36. That transaction is related to a purchase, that I've made on 09.Aug.2014 with my [redacted] account (with my American Express credit card) for the sum of US 1 838.89 (see [redacted] transaction ID [redacted]) - that amount of money was blocked from my American Express credit card. I've already had some issues with that purchase in the past, because at the beginning only US 141.53 (see [redacted] transaction ID [redacted]) were billed to my American Express credit card on 11.Aug.2014. The rest of the amount (US 1697.36) was not paid through my American Express credit card, because due to the blocked amount of US 1 838.89, I had had insufficient funds on my AmEx card. Later on 17.Sep.2014 with [redacted] transaction ID [redacted] the amount of US 1697.36 was paid to Microsoft through my American Express credit card and also billed to my credit card statement and I thought that this would be the end of it, because I've already paid the full amount of US 1 838.89. But on 07.Oct I saw [redacted] transaction ID [redacted] (the one that I'm currently reporting) for the sum of US 1697.36, that was related to my Visa credit card and already billed to my Visa credit card statement. I want the sum of US 1697.36 to be refunded to me and also any losses from the exchange rates USD/BGN. I disputed the transaction through [redacted] but with the wrong dispute reason and the dispute was denied. After talking with [redacted] officers, they saw that this is in fact a matter of double charge, but they told me that they can't do anything and I should contract Microsoft to resolve the issue. They did send me an e-mail explaining that Microsoft charged me twice and I can send that e-mail to you if needed. I have talked to Microsoft Sales department, and Microsoft Billing department several times (6 times for total of 4 hours) and didn't manage to get the refund, because they transferred me from department to department, 2 times the call was ended for unknown reasons and 2 times they promised to call me back within 24 hours on my cell number [redacted], but they didn't call. During my conversation with them on October.17th they told me that a refund was ordered on October 11th and I should expect the money in my bank/credit card within 7 working days. The 7 working days passed and I don't have the money and even more - when I log on to my Microsoft billing account I don't see ordered refund. Now I'm referring to you guys and please let's resolve that issue, because I'm really worried. Thank you. [redacted] (phone: [redacted], e-mai:l [redacted]@yahoo.co.uk).Desired Settlement: I would like the amount of US 1697.36 to be refunded to my Visa credit card or American Express credit card or[redacted] account ([redacted] account:[redacted]@abv.bg), because this is a case of double charge. Thank you.

Review: I purchased a [redacted] laptop from [redacted] in November 2013. From January 2014 until approximately April 2014 I was in contact with [redacted] as my laptop continuously crashed. [redacted] replaced the hardware twice, however, the laptop continuously crashes on a daily basis. Finally, today, I called Microsoft as the crash information always gets related back to Microsoft. Further, I had been advised by an [redacted] technician that after swapping of the hardware, there was nothing else [redacted] could do for me. After being on the phone nearly 38 min, the customer service representative of Microsoft, '[redacted]', admitted that she only would do basis trouble shooting, could not transfer me to a technician, and advised me to seek an advanced troubleshooting service for which I would have to pay for. I repeated my questions to make certain that I understood '[redacted]' correctly. She confirmed that the laptop has a complex issue, which was not my fault, however, to get this faulty product fixed, I would have to pay for an advanced technical support service.Desired Settlement: I would like to have a laptop that works without crashing. Further, I would like to get my Windows Office Product Key reset as I lost three installations on this particular laptop following 'basic' repairs namely through resetting to manufacture settings.

In reality, [redacted] and/ or Microsoft should have exchanged the faulty product and replaced it with a working laptop. However, both companies remain elusive, blaming each other for the laptop's dismal performance.

Review: While in the store looking for a new computer for my daughter, a sales associate gave us a small handout with the "12 Days of Deals." The deal for Wednesday, December 11th was this: "[redacted] Nokia Lumia 1020 for Free." She went on to explain that people lined up as early at 7am for daily deals.Since I needed a new phone I got down to the Microsoft Store at [redacted] at 6:30 am and waited. About 8 am my daughter, who had just got off a night shift at Good Samaritan, joined me because she wanted to buy a computer. About 9am we were helped. Staff told me that I had to sign up for a 2-year [redacted] contract to get this phone. I said I felt "ripped" because the paper I was given had not said that. I have an existing relationship with T-Mobile. [redacted], the manager who helped me, gave me the phone anyway saying I could contact [redacted] or look online to get the code to unlock the phone. I bought some accessories for my new phone. My daughter bought her computer. When I contacted [redacted] they said they only unlocked phones for current or past customers and that the store should unlock the phone. This is what [redacted] said,"The phone can only be unlocked by the actual seller itself. They were supposed to unlock the device for you."So, I would like for Microsoft to unlock the phone as they should have done before I left their store. I do not want to purchase a contract with [redacted]. Also, according to [redacted] I cannot even use the phone as a pre-paid phone or GoPhone through them until Microsoft unlocks it.

Desired Settlement: DesiredSettlementID: Not applicable

Online it is impossible to read what question I am supposed to answer here. Your questions are in the same color as your form and are, therefore, invisible.

Review: Purchased a Day One Edition XBOX One and my controller grips are squeaky and loose, and my B button is not functioning well. Called the warranty department because I have several friends that said they will send me a new controller free of charge for being a Day One purchaser. I call the warranty department and they want me to send my Day One edition controller in for repair and I will be without a controller for a long period of time. I stated that I know they have given other customers a free controller for the trouble and I would like to have that happen so I don't have to worry about losing my Day One Edition controller. I would literally put the Day One Edition controller on a shelf to keep as a souvenir. They claim that they only offer that to select customers. I've been a loyal XBOX Gamer since the original XBOX. I've owned 2 original XBOXes, one standard and the Halo edition, 4 XBOX 360's (1 Pro, 1 Elite, 1 FFXIII Edition, and 1 Slim). The last time I had to send something in for repair to Microsoft was my original XBOX 360, I sent it in with my HDD and was given back a system without an HDD while being told I was getting a "Free upgrade to the Pro with HDD"...I don't trust the repair center to send back the right controller, and I would like the same offer they gave my friends. I'm not quite sure why I'm discriminated against.Desired Settlement: I would like Microsoft to send me a new controller like they did for my friends and several other people I saw online. I'm not asking for the world, just to be treated fairly, especially since I've been such a loyal customer.

I guess Microsoft only posts positive reviews?? OK, they have fooled me once and stolen my $99 but that will be the last time. Apple from now on for everything.

From: Microsoft Store [mailto:[email protected]]

Sent: Saturday, February 21, 2015 11:18 AM

To: SYF2

Subject: Your review has been moderated

It cannot be published to the website, but.. —

SYF2,

Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!

Submit something new

Thanks again,

Microsoft Store

Wasted $99 and time but no diagnosis or solution

Was having BSOD crashes related to the Display driver, probably some kind of conflict between the Windows Update driver software and that provided by the manufacturer of the laptop although I am not sure. Dealt with a succession of support folks including supposedly higher level "engineers" but none seemed to have any clue and all just wanted to go through some standard list of activities, none of which appeared related to, got us closer to an accurate diagnosis of the problem or solved the issue despite a whole amount of time wasted.

Microsoft respects your privacy. Please view our online Privacy Statement . To set your contact preferences for other Microsoft communications, see the communications preferences section of the Microsoft Privacy Statement.

This email was sent by: Microsoft

One Microsoft Way, Redmond, WA, 98052, USA

The biggest single problem is with the 800 numbers they give for assistance to customers. These numbers go to a foreign address and the people over there are EXTREMELY DISHONEST. When I mistakenly called one of these numbers to resolve a problem with installation of Microsoft Office 365 they manufactured a phony virus on my computer in an attempt to rip me off for unnecessary repairs that had nothing to do with the real problem. . Without question there are also problems with some of these installation websites not being designed properly.

Walmart, Best Buy, Target, Office Max, and other retailers should refuse to sell any and all Microsoft products. The CEO of Microsoft belongs in prison.

Review: I am unable to login into my email account with Outlook. I keep a file of all my passwords so there is no way I forgot. Each time I try, Microsoft says the password is incorrect, sends me a text with a number that I enter into the box, change my password, then try to login but am UNABLE TO DO SO. Have tried at least half a dozen times. This account is associated with my facebook business but I am unable to use it. At least half a dozen times I went through a routine of having a number texted to me, then enter it, change a password, and each time being told to change it AGAIN. Microsoft is holding my email hostage. Please help me to put an end to it My email address is [redacted]@outlook.com. The last password was [redacted] Still am unable to login.Desired Settlement: I want to be able to login into my email account.

Review: I purchased Microsoft Office 07/30/2014 and attempted to log in today and my account read that my subscription had expired in 2013. I called tech support and was transfused at least 4 time and nobody could help me. I just kept getting passed around having to explain the whole story over and over.One of the "reps" proceeded to tell me that its "not his problem" and that it was Best Buys problem. I paid $100 for the service and do not expect to have to deal with this. I need Microsoft Office for work and I am unable to do so now. This is unacceptable.Desired Settlement: I would like to be able to use the product that I purchased.

Review: On March 10, 2015, the business provided the following information:March 10, 2015Ms. [redacted] Monroe, LA 71292Re: [redacted] Ground Shipment #[redacted] case #[redacted] Ms. [redacted],On behalf of Executive Management at [redacted], I am responding to your Revdex.com Case forwarded to my desk on 3/10/2015. First, I want to apologize for any inconvenience incurred in reference to the above damaged shipment. We regret any failure to perform to the high standards that our customers expect of [redacted].I have reviewed your case and our records indicate that no formal claim documentation has been received yet. Please contact the account holder (Microsoft) to submit the following documentation directly to me:-Claim form-Proof of merchandise value-Signed shipper waiver authorization letter permitting [redacted] to settle directly with youOnce this additional documentation is submitted to me directly, I will review the claim and process the claim accordingly. Once again, we regret your overall disappointing experience with [redacted] and certainly hope that we can look forward to serving you again, in the future, in a more favorable way.Sincerely[redacted] Management[redacted]Fax [redacted] have receipts that show the exact price of being $250. I will expect with this new information by [redacted] admitting that the delivery was not in its fullest that we can now move forward & get me the refund I am entitled to.Desired Settlement: I will allow Microsoft the allotted time to resolve the matter with [redacted] to authorize them to send me the check for cost of item before I hand this issue over to the FBI for fraud investigation.

Review: I received spam email from someone with a hotmail email account. When I requested that they take me off their email list, I received a response from the [redacted]@hotmail.com informing me that the email address I sent my request to was not a monitored account and that I should log into my hotmail account to change my settings. This issue has nothing to do with my hotmail account and with each attempt I have made to explain this to hotmail, I have gotten the same response.Desired Settlement: I am just looking to have my yahoo email address taken off hotmail's spam email list.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/07/03) */

July 3, 2013

8 [redacted] Lane

New Fairfield, CT XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi Ms. [redacted],

Your complaint filed with the Revdex.com, regarding spam email sent from a Hotmail email account was forwarded to Microsoft and assigned to me on Monday, June 24.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update by the July 4 deadline.

I understand that you have been receiving numerous emails from [redacted]@hotmail.com and [redacted]@hotmail.com and you are asking for assistance on having your Yahoo email address taken off of Hotmail's spam email list.

Unfortunately, these two email addresses are not owned by Microsoft so we cannot remove you from a mailing list. In the most recent email I sent to you on Tuesday, July 2, I requested to have you forward emails from [redacted]@hotmail.com and [redacted]@hotmail.com so we can determine the origin of these emails.

There are two action items that the team and I have mentioned that can be taken now:

1. Contact Yahoo customer service to learn more about their spam policy and how their spam filters can be activated

* I have seen on Yahoo that you can add email addresses to a 'blocked address' list under Advanced Options - Please contact Yahoo support for more information

2. Report the email addresses to our Online Safety Team ([redacted]@hotmail.com)

On a side note, emails that you receive from [redacted]@hotmail.com is a valid Microsoft email address and you will receive emails from this email address when an email bounces back from a Hotmail email address account.

I will await your email on examples of the emails you are receiving from [redacted]@hotmail.com and [redacted]@hotmail.com. I will follow up with you again on Friday, July 5, if I have not heard back from you.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Consumer's Final Response /* (-5, 5, 2013/07/02) */

I am sending this email as a follow up. I have been in touch with Microsoft regarding this spam email problem. After several people got involved and I explained to all of them the problem I am having, I was told by each person involved that there was nothing Microsoft could to to stop the spam emails coming from their Hotmail subsidiary from being sent to me.

Business' Final Response /* (1000, 9, 2013/07/15) */

July 12, 2013

8 [redacted] Lane

New Fairfield, CT XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi Ms. [redacted],

Your complaint filed with the Revdex.com, regarding spam email sent from a Hotmail email account was forwarded to Microsoft and assigned to me on Monday, June 24.

Per the Revdex.com process, I submitted a response through the web site on July 3.

I hope that you were able to do the following two action items:

1. Contact Yahoo customer service to learn more about their spam policy and how their spam filters can be activated

* I have seen on Yahoo that you can add email addresses to a 'blocked address' list under Advanced Options - Please contact Yahoo support for more information

2. Report the email addresses to our Online Safety Team ([redacted]@hotmail.com)

I emailed you on the following dates: 7/2, 7/5, and 7/10 to receive examples of the emails you are receiving from [redacted]@hotmail.com and [redacted]@hotmail.com, but have yet to hear back.

Per my set expectations on the email I sent on 7/10, I will be closing your case today.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation