Microsoft Corporation

Review: Unauthoried install of Windows 8.1 which caused issues with my computer and repair expenses.

At the end of November 2014, Microsoft tried to perform an unauthorized install of Windows 8.1 on to my computer, which caused my computer to freeze up. I never did anything to initiate the download it starting running as an update.

I spoke to a Microsoft tech and was advised that I would need to do a Refresh to get Windows 8 back. I did the Refresh, but what the tech failed to tell me was I would lose all my applications that were pre-installed on my HP computer that I purchased from [redacted] in 2012. Those applications are... Microsoft Office, Quicken, and Norton.

I did purchased Quicken ($39), but did not purchase another version of Microsoft Office, as I think they should replace it since their tech failed to inform me I would lose all pre-installed applications when I did the refresh.

Then a couple of weeks later, I got a message on the computer that Microsoft was going to install Windows 8.1 again. The only option it gave me was to delay the install for 4 hours, which I did. Never was there an option not to do the install at all. So after 4 hours... it did the install again... with the same results... mu computer froze up.

I have talked to numerous techs and sent several emails to the Level 2 techs that are supposed to be working on my problem. I have not received a reply to any of my calls or emails. My case number is SRXXXXXXXXXXXID - pc unable to start after upgrade Product/Sub issue

On January 4, 2015, I finally had to take the computer to my own tech so the information on my hard drive could be recovered. He did another Refresh to get my computer working again, which cost $100. My tech attempted to get the Product Key Code for Windows 8 from Microsoft via the automated system and when he provided the information from my PC he was told that the information provided was invalid (this may be due to a new mother board that was installed in April 2014) and Microsoft needed to be contacted to get a new product key code. My tech told me Windows 8 will work for 30 days and I will be asked to activate it again, which requires a new Product Key Code.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Everyone I spoke to at Microsoft insists that I have to purchase a new Product Key to re-activate Windows 8. I refuse to purchase another Product Key as Microsoft in completely responsible for this entire situation. The least Microsoft can do is provide me with a Product Key and a version of Microsoft office to replace the one was lost when the original Refresh was done. I would ultimately like them to provide me with these and reimbursement me for my expenses in the amount of $139.

Review: My complaint is that I spent 3 days 15+ hours on the phone with this company working through there issues to correct my account. They have not resolved my issues with my account as well as promised me a set up to there office 365 service for free just to be turned away with no resolve to my issues and no gratitude for working with them for as long as I did.

Product_Or_Service: Microsoft Office 365

Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement

replacement of this product for free

Review: I purchased Microsoft Office Professional Plus 2013 through my Employee Purchase Program for home use.I downloaded the software to my home computer from the Microsoft website and received the backup CD in the mail about 6 weeks later. The backup CD was supplied without the product key which is necessary for re installation of the software. My computer crashed on 02/28/2014 and completed an automatic re-fresh and I need to re-install the software on 3/1/2014.

I contacted Microsoft Customer Support (X-XXX-XXX-XXXX) and received a run around for about an hour before I was told I needed to call back on Monday to get the support I needed to re-install my software.

The problem would not exist if the product key for re-installation was provided with the software when I originally purchased it over a year ago.

Desired Settlement: I would like the product key to my software supplied to me so if I ever need to reinstall it at a later date I do not have to withstand the hour run around and the software is usable immediately.

Review: the management was unhelpful rude and took it as a joke with no help and didn't want to transfer the call to another manager to assist Desired Settlement: for them to get better workers that can keep their name . I never had any issuses and now I cant use my account for 30 days because the man countnt help me all I needed was a code that didnt enter

Review: I have hardware from Microsoft that should be replaced but I've spent 4hrs being transferred around different departments all of which claim the Windows gamepad wireless receiver is not their departments territory. And many of the places I'm transferred to have phone service that is impossible to have a conversation through. It's cracking up and cutting out; and the places where the calls are clear the accents are too thick to be understood. It seems this is deliberate to keep customers from ever getting warranty replacements.Desired Settlement: I would like a replacement wireless receiver for my gamepad. The identification on the receiver is "Model: 1086 P/N XXXXXXX-XXX PID XXXXX-XXX-XXXXXXX-XXXXX." The name on the product is "Microsoft Xbox 360 Wireless Receiver for Windows."

Review: I recently purchased a copy of Office 2013 for $219.99. What I got was a product key. When I tried to access the software at www.office.com/setup I was sent into a loop of trying to sign in to my account. I used the password I had used previously, but got an error message that the password was incorrect. I then was told to set up a new password, which I did, but when I tried to use it, I got the same incorrect password message. This sent me into another loop of trying to establish my identity, asking about thirty questions, mostly irrelevant, in my opinion. I then got the message that Microsoft would reply in 24 hours. In the meantime, I am without the use of software I paid for and I am not sure I will ever get to use it.Desired Settlement: As I have spent at least an hour in trying to get the software I paid for, and since I value my time at $150/hour, I am asking Microsoft to reimburse me for the time I spent in good faith trying to use the software.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/08/02) */

August 2, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, July 24th regarding your recent experience installing Office Home and Business 2013. Your request was to be reimbursed for the hour that you spent trying to install this product.

[redacted] a Global Escalation Engineer, contacted you on Friday, July 26th regarding this issue and he is currently working with you to address the installation issues that you are experiencing.

Please let me know if you have any concerns at this time regarding this issue. I will continue to touch base with you regarding this until the issue has been addressed completely.

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/Customer and Partner Advocacy - North America

Microsoft Corporation

Consumer's Final Response /* (2000, 7, 2013/08/05) */

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

Review: Please help! Outlook(previously hotmail) has said my account may be compromised and I have been trying for 3 days to access my e-mails. I have an ongoing complaint filed with Home Lovers the case # is XXXXXXX If I could have the emails sent to my other e-mail address It would be wonderful since I can no longer access my [redacted]@hotmail.com account. Feel free to call with any inquiries (XXX)XXX-XXXX. Thanks -[redacted]Desired Settlement: Please help! Outlook(previously hotmail) has said my account may be compromised and I have been trying for 3 days to access my e-mails.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/07) */

Dear Revdex.com,

I have reached out to the customer via e-mail and offered my assistance. I will connect them with the appropriate escalation team once I receive a reply from the customer.

Once resolution has been met, I will follow-up on this Revdex.com complaint with a summary.

Sincerely,

Microsoft Customer Advocacy

Consumer's Final Response /* (2000, 13, 2013/06/15) */

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

My account is returned and they were very quick to respond. I am very satisfied with the business' actions.

Business' Final Response /* (4000, 11, 2013/06/11) */

Dear Revdex.com,

We have sent a 2nd e-mail to [redacted] using [redacted]@gmail.com. I will be working with the customer to assist with unblocking their Hotmail account, but will need a response on my e-mail to proceed.

Sincerely,

Microsoft Customer Advocacy

Review: wanted to use my Nokia Lumia 521 as GPS ([redacted]) when travelling in Canada. However, to be able to make it work, I was asked to pay for an upgrade. I paid for the upgrade and then the phone was able navigate me in Calgary, Alberta, Canada. I

Later my phone had some problem and I had to reset it so all the data was gone, including the paid GPS upgrade.

I contacted Microsoft at XXX-XXX-XXXX and was directed to Nokia. Neither of both understood my request and was not able to solve the problem. I'd appreciate if Microsoft can help re-install the upgrade on my phone.

I can provide a copy of the payment for reference if needed.Desired Settlement: Please re-install the GPS upgrade that I paid for on my phone so I have navigation when travelling outside of the US. Also please provide instructions or an avenue for receiving the upgrade again in the future as the phone might need to be reset again. Thank you.

Review: On 6/29/2013 I tried to use a free trial of Office 365 on my computer, it wouldn't download because I have an old computer with an old operating system. I emailed the company and canceled my subscription on 6/30/2013. I didn't hear from them until 8/1/13 when they charged me. I contacted them again to cancel the subscription. They have been charging my paypal account every month when I canceled the service and never used it. I informed this, several times. I am fed up of them charging me for something I DID NOT and CAN NOT use! I want my money back.Desired Settlement: I want ALL of the charges every month from August to now refunded.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/13) */

December 13, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Thursday, December 5th regarding your Office 365 refund request. According to the description of your complaint, this product does not work with your operating system.

[redacted] and [redacted] from our Billing escalations team have requested a screenshot of your computer that shows your Windows operating system as a first step to review you refund request. Please follow up with them when you have a moment to provide this information.

I will go ahead and check back in with you on Tuesday, December 17th if I do not hear back from you before then.

Sincerely,

Ramie Advocacy Manager Customer and Field Advocacy

Final Consumer Response /* (3000, 7, 2013/12/17) */

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

I provided the screen shot like a week ago. I will have to send it again I guess. This is redic. They had 3 different people asking me for the same thing, how many times do I have to send it.

Complaint Response Date bumped because: Holiday - Revdex.com Closed

Final Business Response /* (4000, 10, 2014/01/03) */

Hello Revdex.com,

Our Office 365 consumer support team has informed me that they provided a refund of $53.70 to [redacted]. She confirmed this morning that she has received this refund.

This should resolve all open aspects of this Revdex.com case, and I will be closing it down in our system.

Thanks,

[redacted]@microsoft.com

Review: the microsoftstore website had advertised a 299.99 dell venue pro 8 tablet on sale for 99.99 going on sale at 7am pst. At about 6:59 there website began to crash, it wasn't until about 7:10 that I was able to view there website which still reflected the 299.99 price shortly after it showed a 199.99 price with no option to purchase and finally around 7:20 the website showed an option to purchase at 199.99. I contacted there customer service line twice in hopes of resolving the issue, but unfortunately they kept saying that the offer was over and would not give me an explanation as to why it was 20 minutes in to the sale when there website finally presented the option to buy the tablet. I feel that I was excluded from there offer because of there failure to anticipate traffic to there website, a company as large as microsoft has the resources to make sure there website doesn't crash but choose not to use them in this situation and I would like some kind of acknowledgement of their failure and hopefully the option to buy the tablet or a comparable one for that price, I have spent almost 2 hours on the phone and website trying to resolve the situation and the first time I spoke to the call center I was able to speak to a manger though given the robotic responses I think he was reading from a script, and the second time the person I spoke to was unable to connect me to a manager and said they would call me back, though as of now they have not called. Also when I spoke to a manager the first time he said he had no supervisor and reported directly to Microsoft with out giving me the name of a person I could speak to all the while insisting that his company was Microsoft, at this point I feel like this is probably the best way to deal with this issue.Desired Settlement: I would like to purchase the Dell Venue 8 pro 32 GB tablet or a comparable model for 99.99 or even the Dell Venue 8 Pro 64 GB at $149.00 (the same discount they were offering on the 32 GB model of $200 off)

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/20) */

December 20, 2013

Revdex.com Case #XXXXXXXX

Dear [redacted],

Microsoft received your complaint from the Revdex.com regarding the issue you had when trying to purchase the Dell Venue 8 on the Microsoft Store website for the advertised price of $99.99. Your case was escalated to [redacted] a Senior Support Engineer on December 11th and he left a voicemail with his contact information. On December 12th, [redacted] spoke to you briefly, but was unable to resolve the issue. A call was scheduled for the following day, but he was unable to reach you. You were sent an email with additional information on December 17th, informing you that the case would be closed on December 20th if no contact was made prior to that time.

Please be advised that we have made several attempts to contact you but are unable to resolve the issue without your input. As a result, I am archiving your case today.

Sincerely,

Advoacy Manager

Microsoft Customer and Field Advocacy

Review: I have been trying to close a Hotmail (now Outlook) email account. I have requested that my email account be closed. The instructions to do so that were provided for me do not work. When I follow the link provided by the support team, I am given direction to click the "Close Account" option. When I do this, I am prompted to cancel any accounts/subscriptions before being allowed to cancel the account. When I attempt to check what subscriptions are active, the next page tells me that I have no current subscriptions. Then, the webpage that I'm left on gives me no further options to close the account. It is an endless circle that leads to no where. I have explained this at least over tens times to the Microsoft Customer Support Team. I have participated in multiple "live chats" with Microsoft customer support. I have been transferred from one person to another on live chat, been given phone numbers to call for assistance, then been referred back to the live chat. Every time I am transferred to someone new, I am asked to provide the problem I am experiencing all over again; even though the first thing said to me by the support tech is that they are reviewing what the problem is. All I need to do is cancel my Hotmail account. I have spoken to at least 10 different support techs that have all given me the same instructions, despite me telling them it does not work. This problem is beyond simply them being unhelpful; they are deceiving and practice intentionally misleading "support" tactics. Every person I talk to knows exactly what the problem is, yet not one person at Microsoft is willing to help me. They refuse to close this account for me, thereby forcing me to be tied to this corporation unwillingly. I do not want this account, yet no one will provide "REAL" assistance. The more I research this problem, the more I see that MANY people out there are dealing with the same issue and don't know how to solve it. Bottom line- Microsoft refuses to help me/close this account, leaving me no choice but to be tied to their service. I want this resolved and I want the account closed immediately. Desired Settlement: I only want the Hotmail/Outlook email account closed permanently.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/05) */

December 5, 2013

Clovislovis, NM 88101

RE: Revdex.com Case: XXXXXXXX

Dear [redacted],

Microsoft sincerely appreciates the opportunity you have given us to address the concerns you submitted to the Revdex.com under Case XXXXXXXX. We understand that you would like to close your [redacted]@msn.com account, but have experienced difficulty doing so. Upon receipt of your Revdex.com Case, Microsoft launched an investigation into this incident.

The Hotmail Account Support Team reached out to you and confirmed that your account has been updated to enable closing. You can close your account by going to https://account.live.com/CloseAccount.aspx. Since providing this information on November 27 our efforts to follow-up with you and confirm account closure have been unsuccessful. As we have not heard from you, we understand that no additional assistance is needed from Microsoft.

Microsoft considers this matter closed at this time.

Best Regards,

Senior Advocacy Specialist

Microsoft Corporation

[redacted] - [redacted]

Redmond, WA 98052

Review: I purchased a copy of Microsoft Word from Microsoft on 9/5/13. I paid $83.19 on my AMEX card. Microsoft send the software to an email address that my son does not use and can't access. We have thus never received the Word software we paid for. I called Microsoft and told them to email the software to an email address that my son can access. The Microsoft operator said she would make things right, but she never did. Because we never received the software, despite paying Microsoft, I disputed the charge. Microsoft then falsely claimed that I never called them, so I had to pay Microsoft even though my son never received what I paid for.Desired Settlement: Because my son never received or accessed the software that I paid for, I request a full refund of $83.19 from Microsoft. I would use the money to buy the software from a store rather than through the Internet. Thank you.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/06) */

December 6, 2013

Revdex.com Case: XXXXXXXX

Dear [redacted] and [redacted],

My name is [redacted], and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received correspondence from the Revdex.com detailing the recent issue you have been experiencing with your Microsoft Word 2013 purchase. I understand after purchase, the product key/download was emailed to an email address you do not have access to. When you reached out to Support, you were told the situation would be remedied, but you never received a follow up response.

First and foremost, thank you for taking the time to detail your experience. My role is to ensure you are connected with the appropriate resource moving forward, and to ensure your support case remains on track. In order to determine appropriate next steps, I reached out to you on November 26th, December 2nd, and again on December 5th looking for the following information, but we have not received a response.

* What website did you place your order from?

* What is your order number?

* When you reached out to Support, were you provided with a support case number?

* Do you have a copy of the receipt or credit card transaction statement confirming purchase of the software?

As we cannot resolve this issue without your cooperation, if I do not hear from you by Tuesday, December 10th, I will presume all is well and proceed with closing your case.

Thank you,

Advocacy Manager

Microsoft Corporation

Review: MICROSOFT HAS BUILT INTO THERE PROGRAMS THAT AFTER A CERTAIN TIME THEY STOP WORKING AND YOU ARE FORCED TO PURCHASE AN UPDATED PROGRAM AT FULL PRICE .

I MUST NOW PURCHASE A 148.00 PROGRAM WHEN THE OTHER VERSION WAS WORKING FINE !Desired Settlement: JUST THE "KEY" NUMBERS TO CONTINUE TO USE MY PROGRAM OR GIVE ME THE 2013 VERSION EITHER "FREE" OR AT A DISCOUNTED PRICE ,SINCE I AM A PREVIOUS CUSTOMER ! I HAVE THE PAID RECEIPT FROM "BEST BUY" TO PROVE I HAD PURCHASED IT IN 2009 .

Review: I got too many problem for having a 'Windows 8.1 Pro for Students' on my Desktop because of the way that microsoft deliver the digital installation media to users computer.

http://www.microsoftstore.com/store/msusa/en_US/pdp/Windows-8.1-Pro-Student/prod...⇄ />
In Product page that I linked above we see this button: 'Buy and download now'.

It have this meaning for me as consumer:

Buy and download 'Windows 8.1 Pro for Students' now.

But after pay for license instead of software named 'Windows 8.1 Pro for Students', the website give you a small .exe file named windows downloader not a installable file.

We have to complete a long procedure(about an hour with fast internet) to be able to burn a installation dvd(The Thing that we pay for).Desired Settlement: I contact with answer desk of microsoft(phone call about 1 hour and chat about 5 session) about my issue with a windows downloader and windows installation preparer.

they didn't give me link access to direct download of DVD image file(ISO).

Review: I bought 6 dell venue 8 pro tablets, when they are on promotion - buy one and get $50 microsoft store gift card for each tablets. When I placed my order by phone, I was told that I would get my gift card code of $300 total in about 10 days.

I never received any code, not even after I called and chatted with[redacted].com.

That is cheating.Desired Settlement: get my gift card code of $300.

Review: I have a new HP laptop computer. It has Windows 8 on it that requiresan initial MSN password. Someone tried to hack my computer so MSN shut down my account. I've been calling them for 3 days to release my account and reset my computer. After many hours and technicians I get the supervisor [redacted] after talking to a number of supervisors. [redacted] informed me that the tech support for MSN is called WHITE SNAKE for all of the US and it would be $50.00 to reset my computer (for a brand new computer with Windows 8) My MSN account is free. There was no stipulation that if they took down my account without my consent. I might add. That there would be a charge simply to reset my conifer password! I would like to return this computer but it was a referbished one and it only had a 3 month warranty. I feel that MSN is not being fair in its practices. I called a call center. Not in the US.

Product_Or_Service: hp computer operating system

Account_Number: [redacted]1017@comcast.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Reset my password without further charge.

Business

Response:

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

Greetings,

I am reaching out from Microsoft, as I have received your complaint to the Revdex.com. I understand that you recently purchased a new HP refurbished laptop with Windows 8 and that you have been working with a technical support team to reset your computer and MSN account, as you believe it has been hacked.

When working with support to release your MSN account and reset your computer, you've been informed it would cost $50.00 to reset your password.

In order to further investigate your experience, I'd like to collect some additional details form you to ensure I fully understand this situation.

* Where did you purchase your computer and Windows 8?

* Have you been locked out of Windows 8 since purchasing the computer, or were you able to log in at some point?

* Please provide the technical support phone numbers you have called.

* Please provide the MSN account email you are locked out of.

Once I have all of these details, I will be able to proceed. Please "reply all" to the email messages I have sent to you, or please utilize the Revdex.com Portal to reply.

Thank you!

Review: Purchased outlook 2013 on 4/11/13. Order number #XXXXXXXXXX Download failed. Called Microsoft store support and was told it is not compatible with my vista operating system. Was issued refund number

#XXXXXXXXX. No refund was issued through American Express. I have disputed the charge with American Express an contacted Microsoft (Service Request # XXXXXXXXXX) every three or four weeks since April and no one can help me. Desired Settlement: Microsoft to refund my $119.20 for a product I never used and could not use with my current operating system.

Business

Response:

Initial Business Response /* (1000, 5, 2013/08/16) */

August 16, 2013

New York City, NY 10956

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding your refund for your purchase of Outlook 2013 as it is incompatible with Vista was forwarded to Microsoft and assigned to me on Tuesday, August 13.

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

I engaged our escalation specialist to assist on this case. On Friday, August 16, I was able to confirm that a refund check of $119.20 was mailed on Thursday, August 15 via USPS first class mail. The check was mailed from our California refund center and it should arrive at your residence in the next 5-7 business days. As you mentioned you will be out of town the week of August 18, I have set expectations to follow up with you via email on Tuesday, August 27.

I am happy to hear that we were able to assist with the refund of Outlook 2013. I look forward to receiving your confirmation email regarding the receipt of your refund check.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Review: I've called Microsoft to get help with a bug in MS Outlook email several times. I frequently get disconnected. When I do get help, they take information, say they will research the problem, and then either never call back, or, someone else calls me and does not have the information I provided previously, so I have to repeat everything. They say they will research the problem, and then the process repeats. I never get a solution.

Desired Settlement: I would like to have my problem on SRXXXXXXXXXXXID solved.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/05/17) */

May 17, 2013

Revdex.com Case #XXXXXXXX

Dear Mr. [redacted],

Microsoft received your complaint from the Revdex.com regarding an issue you were experiencing with a search option in Outlook 2010. I regret to hear your experience was not to your satisfaction and apologize for any frustration this has caused.

On May 13, 2013 you were contacted by a Microsoft engineer, [redacted] who identified the issue are performed a fix on your computer. During the call, you requested functionality such as GPEDIT.msc (a group policy editor) which can help you disable Indexer BackOff to enhance speed. At this time GPEDIT.msc application comes with windows 7 Ultimate or Enterprise, and is not available on your current operating system, Windows 7 Home Premium.

You requested to speak with a Manager, and received a call from a Microsoft Global Escalation Manager on May 16, 2013. During the call you requested to speak with development about functionality you wished to have implemented into the product. Customers are not permitted to speak with Microsoft developers, however if you would like to submit feedback regarding product design or features/functionality, please visit: http://support.microsoft.com/common/survey.aspx?scid=sw;en;1076

At this point, it appears that your issue has been addressed. We hope you will continue to be a valued customer.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Consumer's Final Response /* (-5, 52, 2013/07/17) */

From: [redacted] (mailto:[redacted]@mxsi.com)

Sent: Wednesday, July 03, 2013 2:11 PM

To: 'Microsoft GetHelp'

Cc: 'Microsoft Customer Advocacy - United States'

Subject: RE: GH [redacted] Revdex.com Outlook 2010 - Search Option is Malfunctioning 10740199 (MS)

I don't think you understand. I am requesting Windows Professional 7 Ultimate or whatever that does not have the problem that Windows Home Premium seems to have from all the things I've learned to date. Re-installing the existing buggy Windows Home Premium is not going to fix the bug. Please provide an update that does not have these bugs.

From: [redacted] (mailto:[redacted]@microsoft.com)

Sent: Wednesday, July 03, 2013 12:51 PM

To: [redacted]@mxsi.com

Cc: Microsoft Customer Advocacy - United States; Microsoft GetHelp

Subject: RE: GH [redacted] Revdex.com Outlook 2010 - Search Option is Malfunctioning 10740199 (MS)

Hello [redacted],

The information regarding indexing was provided by the technical team, and I am relaying information that was provided to me - my apologies for any confusion. If you have follow up questions/concerns about the indexing process, I encourage you to reach out to [redacted] directly as he can best speak to this information. I apologize for not being able to dive deeper with you! I was informed that our engineers can use your existing Windows disk and re-install windows to fix the issue. Can you please confirm that you have the license key and Windows 7 disk? Once you've confirmed, I can coordinate a call with [redacted] so reinstall Windows and fix the search/indexing issue.

Thank you!

Senior Advocacy Specialist GetHelp [redacted] and Partner Advocacy

________________________________________

From:[redacted]@mxsi.com

Sent:7/3/2013 5:01:11 PM

To:[redacted]@microsoft.com

CC:[redacted]@microsoft.com

Subject:RE: GH [redacted] Revdex.com Outlook 2010 - Search Option is Malfunctioning 10740199 (MS)

Hi Meghan,

I've already done:

1. Crate a new .PST file, import older data from current data file, then rebuild indexing in new data file

That step did not help.

Also, I believe you are incorrect about indexing not starting by itself. Sometimes I do searches and it does not indicate indexing is being performed. Later, without doing anything that would cause it, I do a search and indexing is being performed.

Because of the poor performance and defects I am experiencing with my current version of Outlook and Windows, I would like Microsoft to provide a gratis copy of whatever upgrades necessary to MAKE SEARCH IN OUTLOOK WORK PROPERLY.

Please feel free to have [redacted] call me to accomplish this.

Best,

From: [redacted] (mailto:[redacted]@microsoft.com)

Sent: Wednesday, July 03, 2013 9:04 AM

To: [redacted]@mxsi.com; Microsoft GetHelp; [redacted]@mxsi.com

Cc: Microsoft Customer Advocacy - United States; Microsoft GetHelp

Subject: RE: GH [redacted] Revdex.com Outlook 2010 - Search Option is Malfunctioning 10740199 (MS)

Hello [redacted],

Thank you for your patience. I can understand the frustration you have expressed over the issue you are facing, and I wanted to provide you with a response to your questions about indexing, and next steps we can offer in an effort to expedite resolution. I spoke with [redacted] the engineer that has been assisting on your case, and he was able to provide me with information regarding indexing.

Indexing doesn't start by itself, however if indexing is not complete or if it is interrupted, the indexing is paused temporarily and starts again after sometime, or after a system restart.

In some cases indexing keeps running in the background and the user believes that indexing is complete, hence it should start searching perfectly, but actually it does not and the indexing is not complete.

There is no defined time limit for indexing to complete and it also gives the message "indexing speed is red

Business' Final Response /* (4000, 44, 2013/07/03) */

Hello [redacted],

Thank you for your patience. I can understand the frustration you have expressed over the issue you are facing, and I wanted to provide you with a response to your questions about indexing, and next steps we can offer in an effort to expedite resolution. I spoke with Sher, the engineer that has been assisting on your case, and he was able to provide me with information regarding indexing.

* Indexing doesn't start by itself, however if indexing is not complete or if it is interrupted, the indexing is paused temporarily and starts again after sometime, or after a system restart.

* In some cases indexing keeps running in the background and the user believes that indexing is complete, hence it should start searching perfectly, but actually it does not and the indexing is not complete.

* There is no defined time limit for indexing to complete and it also gives the message "indexing speed is reduced due to user activity" when one starts the process.

In Business versions of Windows, such as Windows Enterprise or Ultimate, the software has a Windows service which can be used to enhance indexing. This is known as GPedit.exe. Windows Home versions does not include this service. This is by design, and not considered a bug, and we thank you for submitting your feedback regarding functionality.

It is very difficult and time consuming to continue to troubleshoot via email as our engineers cannot be certain about how your machine is behaving, and in an effort to make best use of your time, [redacted] would like to schedule a call with you, at your convenience.

The engineers have offered two options regarding your request:

1: Troubleshoot via phone and perform the following:

1. Crate a new .PST file, import older data from current data file, then rebuild indexing in new data file

2. Create a new windows user account

3. Create new outlook profile, import data, rebuild windows search, windows reinstall, etc.

2. Upgrade your operating system to a newer version (if you have questions about this, please direct them to Sher as he is the technical resource on this case)

If you do not wish to continue working with the engineers regarding the solutions presented to you, and are unwilling to schedule a call with Sher, we will proceed with archiving your case.

Thank you [redacted], speak to you soon.

Senior Advocacy Specialist GetHelp [redacted] and Partner Advocacy

Review: I have attempted to cancel an XBOX Live quarterly account subscription on two separate occasions with no outcome. In October I attempted to remove the credit card on file to discontinue billing of a service no longer in use. I was assured my card information had been removed therefore I would receive no further charges but I was not able to receive a refund due to not having my son's gamer tag. In February the same card was charged and I contacted the center, initially my call was disconnected, the second rep hung up/disconnected the call, and the third rep assured me, after 2.5 hours at this point, that my card had been removed, the account cancelled, and a refund issued. The rep emailed me in five days to verify the refund had ben issued, it had not so she forwarded the information to a senior account specialist. I checked today, still no refund and the consumer refund ticket has been closed out as completed. I have not received a refund, I am ordering a new card so that I do not get billed in the future and I have no way of verifying any information due to not having an account any longer.Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a statement verifying that my account no longer exists and has been closed. I want a refund of at minimum the most recent charge of 24.99, but would prefer the refund of the initial cancellation call in October of 26.88 as well.

Review: I purchased two Disney Infinity characters on Dec 22nd. A day or two later I got an email that one had shipped but the other had not. The one that had not shipped was the one we really wanted. I had run across it, used, at a [redacted] that same day so I called the company to ask why it had not shipped. I wanted to make sure it was in stock. I explained to them that I had seen this product (Mrs. Incredible) at the [redacted] less than a mile from my house and that I could go get it in time for my daughter to get for Christmas. The customer (no) service swore to me it was in stock and that it just wasn't shipped because they were "so busy". I should have questioned it more but let it go. She assured me it was "on it's way to me". Fast forward to today and the item is no longer in stock with Microsoft - which I discovered after checking on the status of the order. I have tried calling *3* different times to find out what is going on and the first time I was hung up on or disconnected. I think hung up on because they had taken my number for call back and never called back. The guy I was speaking to also suggested that I get a glass of water as I was obviously upset. Really? Very condescending. The 2nd time the woman said it was a billing issue and I finally had to hang up on her and the 3rd time the guy was really nice but they take so darned long to get to your account that I ran out of time and had to leave to get my daughter from school. Also, if you aren't by a computer you are up a creek as they have to send you an email with a confirmation code to confirm it's really you calling. This is the STUPIDEST thing ever. No other company I have dealt with does this itic [redacted]. As a busy mom to 3 kids, I have time to call when I am in the car driving. In all of this today I realized I never got my other character that supposedly shipped. It says delivered but I didn't get it. I didn't realize it until today. Mind you, they took my money right away. I want my credit card charged back the $27.60 but that will not make up for the fact that I could have gone that day and purchased Mrs. Incredible and had it for Christmas. Now, the [redacted] no longer has that character and she is very hard to find. I have already told my daughter it was a late gift and was coming in the mail. Microsoft = thieves and liars and horrible customer service.

Product_Or_Service: Mrs. Incredible and Dash

Order_Number: XXXXXXXXXX

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

I want a refund and an apology to my 10 year old child. It would be nice if you could also locate a Mrs. Incredible to send to her free of charge but as it's hard to find unless you are willing to pay two to three times the price and the fact that you were selling it when you didn't really have it in stock, I doubt you can find one. The other character is easily found for cheaper out on [redacted] and [redacted].