Microsoft Corporation

Review: I bought a Dell laptop 2 weeks ago. From the time I got the laptop, the thing would not recognize the device I was using to get onto the net. I called AT&T, my service provider, and they told me that the device that I had was not compatible with Windows 8. So I bought a new device. With the new device, when I would go on Outlook to check My e-mail, I would click on an e-mail and it would knock me off the net. I contacted Microsoft to try and get the problem resolved. I was referred to a company apparently contracted by Micro Soft. I was on line with those people for close to 5 hours. The first tech that I communicated with, took all my information, asked permission to control my laptop remotely and started working on the problem. Then I was referred to another tech who took all my information and said that for $250.00 dollars they would be able to fix the problem. I asked the tech about the warranty as I had only had the laptop for 2 weeks. The tech told me that the warranty did not cover what was wrong with the computer I was then referred to a third tech who spent the next 3 hours checking and making all kinds of changes to my laptop. Bottomline is the tech told me that the device I was using to connect to the internet was not compatable with Internet Explorer and I would have to go though Google to get to Outlook. I am not a computer expert, but to me, that is something that should have been figured out in the first 5 minutes and I should not have had to pay the $250.00 dollars for a situation the still is not resolved.Desired Settlement: I want my $250.00 back

Business

Response:

Business' Initial Response /* (1000, 5, 2013/08/27) */

Dear Revdex.com,

I have reached out to the customer regarding their support complaint and have found that they used a 3rd party company, [redacted] to troubleshoot their Windows issue. Microsoft is not affiliated with [redacted] and cannot honor the customer's request for a refund. I have followed-up with the customer to offer free escalated support from our Global Escalation team.

Sincerely,

Advocacy Specialist

Microsoft Corporation

Review: I have discovered that if you have a Office power point produced by the latest version of Office in your computer, every power point is changed to the latest version, even if you do not have that version.

As a college professor, I have hundreds of power points that I can no longer access UNLESS I buy the latest version of the program.

I think this is bordering on the criminal.Desired Settlement: 1. Send a batch that will allow me to open my power points in my current version of Office.

2. Change programs to avoid this happening in the future.

3. Admit that company was using this system to FORCE customers to buy a product they do not want.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/20) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance with PowerPoint functionality. Once I received your request, I reached out to our escalation team for assistance. I have received word from our escalation specialist that you have received a solution from another Microsoft Support team and have given us permission to close the case.

I am glad to know that you were able to receive a resolution. As no further action is required, we are now considering this case closed.

Thank you for contacting us, and take care!

Sr. Advocacy Specialist

Microsoft Corporation

Review: This morning's doorbuster sale was a complete bait and switch. Microsoft advertised a doorbuster sale of $99 on a Dell Venue 8 Pro tablet. I was on the website as of 9:30 AM EST. (Sale was to being at 7 AM PST, 10 AM EST) sitting on the Dell Venue Pro 8 product screen. As of 9:45 AM EST, the website began to see heavy traffic and the site crashed. I immediately called phone sales to order, was on hold till exactly 10 AM EST, 7 AM PST when the customer service representative came on the line, told her the item I wanted to order and as she was placing the order, her computer crashed and couldn't complete the sale.

She said sorry, the $99 tablets (bait) are gone but I can sell it to you for $199 (switch). I said how can that be that the $99 tablets are gone, the Microsoft Online Store is crashed and were on the phone at exactly 10 AM EST, 7 AM PST. She apologized and told me she understood how frustrating it can be at the holidays. I again voiced my disbelief and she again said she was sorry and offered my the tablet again at the bait and switch price of $99.

Very disappointed at Microsoft today. Desired Settlement: I would like the opportunity to purchase the Dell Venue 8 Pro at the advertised price of $99. I firmly believe this was bait and switch and would like the chance to purchase the tablet for $99.

Business

Response:

Initial Business Response /* (1000, 12, 2013/12/19) */

December 19, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, December 11th regarding a Microsoft Store promotion that was offered on Black Friday for a $99 Dell tablet. Due to web site issues, you were unable to place your order to obtain this deal.

[redacted] in escalations, reached out to you on December 11th to address this issue. She was able to provide you information on Microsoft's promotion policies. She also mentioned that we are unable to match sales prices and promotional offers after the sale has concluded.

I understand that this is not the outcome that you were hoping for and apologize for any frustration that you may have experienced with this issue.

Sincerely,

[redacted] Advocacy Manager Customer and Field Advocacy

Final Consumer Response /* (4200, 18, 2014/01/10) */

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

The business has put forth absolutely ZERO effort in rectifying the situation. Their response was basically we don't care about the fact that our site failed, we don't care that we baited and switched customers and we don't care that you didn't have the opportunity to purchase the tablet at the sale price because we didn't have the capacity to cover the interest in the product. Furthermore the company will put forth ZERO effort in making a mends to the customer buy make absolutely ZERO concessions, offering nothing to the customer for the inconvenience of the whole ordeal that we caused.

Final Business Response /* (4000, 16, 2014/01/08) */

January 8, 2014

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

A copy of your follow-up communication regarding a Microsoft Store ordering issue has been received by Microsoft. We appreciate your additional feedback regarding this situation.

After reviewing our records, we determined that we will be unable to provide a different resolution than what was posted to the Revdex.com site in December. This is because the Microsoft Store is unable to match sales prices or promotional offers after a sale has concluded.

If you have any new information to present regarding this issue, please let us know. Otherwise, we will consider this matter closed.

Sincerely,

[redacted] Advocacy Manager Customer and Field Advocacy

Review: I purchased a Dell XPS 12 laptop from this store on 12/29/13. Subsequently I started to have issues with the machine. Specifically,

1) There is "image burn" (meaning that faded images from websites would show up in the background after leaving the site).

2) The machine is a two-in-one laptop and tablet. In order to use both features, the screen must rotate from portrait to landscape (and vice versa) in order to use each functionality. The sensors on the machine fail to respond after the machine has been in use for 15 minutes. You must reboot the machine to get it to work again.

After spending over 30 hours on the phone with the manufacturer [redacted] they informed me that these were known defects and they cannot be fixed.

After further research, I found that these issues have been known since the product launched in 2013 and there have been hundreds of complaints related to both of them. See below links.

I called MS to arrange for a return of the product. They claimed that since 30 days had past it was not there problem and nothing could be done about it.

http://en.community.dell.com/support-forums/laptop/f/3518/t/XXXXXXXX.aspx?piXXXX...⇄ />
http://en.community.dell.com/support-forums/laptop/f/3518/t/XXXXXXXX.aspxDesired Settlement: I would like a refund for the product.

Review: Did not received product as advertised.

Payment was taked out of my paypal account for a product I did not receive.Desired Settlement: return payments of product that I did not receive.

Review: The microsoft site advertised upgrading from xp to windows 8. I paid for the software and downloaded to the laptop. The process of downloading was greater than an hour. Followed instructions to install and ended with error messages that after contacting microsoft confirmed that the new software would not work. Microsoft had to have known this to begin with and thus I am appalled at the misleading nature of the site to have me pay for a product that was unusable. I cannot be certain my laptop can even recover as I am unable to reboot it due to errors from the bad software.

In order to recoup the $128 dollars spent on an incompatible product I was transferred to 7 different call center operators at a combined time of 45 minutes. Insult to injury was that Zero of the support team spoke english as a primary language and thusly what was to be customer service turned out to be mental torture.Desired Settlement: My laptop cannot be rebooted to its original presoftware disposition. Microsoft representatives told me that I would need to buy Windows 7 and that that should be compatible with my XP.

My laptop would still be performing its tasks as usual if not for the misleading nature of Microsoft.

I would like Microsoft to provide me with the proper upgrade that will allow my machine to operate as it did prior to the download of windows 8 which has left my laptop unusuable.

Review: I got my Surface Pro tablet replaced by[redacted]. The replacement I got was defective, but several different[redacted] employees told me that Microsoft had to deal with the (new) replacement. When I try to get help on Microsoft's website it tells me that my tablet is under warranty, but there are no service options available. After speaking with several Microsoft phone representatives I determined that the only Microsoft store that could help me is 2 hours away and that they can't even fix it, they would just go on the website like I could to ship it out! Long story short, I don't want to drive 2 hours there and back only to find out that they can't help me, or that ill have to go home and come back later.Desired Settlement: I just want my laptop replaced.

Review: Here is a letter explaining my complaint:

[redacted] XXXXX

[redacted]@hotmail.com

October 8, 2014

Microsoft Corporation, Legal and Corporate Affairs

Redmond, WA 98052

Dear Sir/Madam

Over the last nine years, I paid Microsoft for a service that I never received. Way back in 2004 to 2006, I paid for the broadband when I was teaching in Tennessee and Texas. I moved to Maryland and continued to pay without receiving the service just thinking that I was paying for my e-mail.

As I know that your company is known for good customer service, I believe that you will process a return request for my overpayment at your earliest convenience.

I am enclosing below an e-mail that I receive from your customer support team.

I look forward to your reply and a resolution to my problem and will wait until October 18, 2014 before seeking help from a consumer protection agency or Revdex.com. Please contact me at the above address or by phone at XXX-XXX-XXXX.

Sincerely,

SRXXXXXXXXXXXID - Sales & Billing

Actions

Microsoft Customer Support ([redacted]@css.one.microsoft.com)

Add to contacts

8/30/14

To: [redacted]@msn.com

Show this message...

From: Microsoft Customer Support ([redacted]@css.one.microsoft.com) You moved this message to its current location.

Sent: Sat 8/30/14 9:56 PM

To: [redacted]@msn.com

Dear [redacted],

Thanks for contacting Microsoft Billing Support. We hope you had a great experience.

Based on our discussion today, you needed help with managing your account and requesting for a refund for the subscription that you were not able to use the service.

As we agreed this was resolved today by checking the reference number your porvided and removing your card on file to avoid being charge for the renewing of subscription.

Reference # :XXXXXXXXXX

Please do not respond to this message. Replies to this message are routed to an unmonitored mailbox.

For helpful information about your Microsoft Billing account or to contact us; please visit the following site: https://commerce.microsoft.com and sign in with your Microsoft Account.

Thank you.

Microsoft Billing Support teamDesired Settlement: I want Microsoft to reimburse my overpayment.

Review: product no longer working

I purchased Microsoft office 2010 from best buy. installed it in my computer everything worked fine. all of a sudden it stopped working when I got a virus tried to reinstall kept getting error message saying product key code error finally after SEVERAL attempts to get through to somebody at tech support and they say my key code is only for outlook I still have the original MICROSOFT OFFICE package I bought

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my Microsoft office to work or refund my money plus my time having to deal with these is that put me through the endless circle of the corporate maze.

Review: purchased Windows 8.1 to replace Ubuntu operation system on laptop. launched system and the first thing was pop up with upgrade needed for drivers. this pop up contained microsoft logo.

I down loaded this upgrade so I would be up to date so I could download virus protection and office. This download contained a Virus. Now microsoft requires that I spend the price for a subscription( that rivals the cost of the operating system ) to remove the Virus. I asked that they do this service for free because I launched an unprotected system, doing upgrades that were asked of me so I could protect my system and purchase Microsoft programing. Desired Settlement: Please remove the virus for free.

Give future users notice that this is a possibility at start up

Review: I purchased microsoft office several years ago and recently had to get my computer refreshed. I lost my microsoft office. The product key that I have, which had been on my account for several years all of a sudden does not work, mictosoft is claiming that the product key is for china. this is the same product key that I had on my account for several years in AMERICADesired Settlement: A microsoft office priduct key that will work in AMERICA

Review: Spent just over an hour on the phone with 3 different agents that barely spoke English. No manager available and no one in the US available to take my call. I received an email from [redacted]@microsoft.com stating that my $84.50 USD account balance would expire on Monday, June 01, 2015 if not used.It also stated that I can use my account balance in the following stores-Windows StoreWindows Phone StoreXbox GamesXbox MusicXbox VideoI have logged into my account online and confirmed that the funds are available, however I cannot use the funds in either store to make a purchase. I am consistently receiving different error messages. I call customer support at 10:43pm est on 5/3. It took 15 minutes for the first agent to bring up my account and transfer me to a different agent that took 45 minutes to not accomplish anything. She stated that the funds are available and that for me to make a purchase I have to add a credit card on file. I attempted to do so online and received an error. She then attempted to add the credit card on her end and stated that there was a problem with my card. I provided her 3 other cards to try and add, she stated that the problem was on my end. She advised me that I should see an option on my end in my account setting to add a credit card. I advised her that there is no option she stated that "YES THERE IS YOU DONT KNOW WHAT TO DO" she told me that she will transfer me to a department where they can remotely access my PC to do so because I didn't know what I was doing REALLY? She transfers me to the completely wrong department that asked me to re-explain everything. I do not have time to spend another hour on the phone I told them to look through the notes. The agent stated saying hello hello hello and hung up.Desired Settlement: I just want to use my $84.50 before it expire, is that to much to ask for? PLEASE PLEASE PLEASE just let me use my balance and move on. If I can get a gift card/promo code or access to the balance to use it, that's all I want. Below is my account information.Account Email: [redacted]@yahoo.comName: [redacted]Phone: [redacted]

Review: I am a paid subscriber to Microsoft Office 365 (herein, Office) for MacIntosh. In approximately October or November of 2013, my Outlook began prompting me for passwords for ALL of my associated email accounts when I turned on my computer and opened Outlook. Prior to this, and in all instances where friends or acquaintances use Outlook, Outlook stores passwords for each account and does not require passwords for each account upon opening the application. I began contacting customer support in November and have subsequently engaged in no fewer than a dozen calls all relating to the same issue. I have allowed remote access to my computer by Microsoft technicians on at least a half dozen occasions so they could make adjustments and fix what they admitted is not normal operations. Each time they tinker with things, make adjustments, create new "identities" and the application works normally for the balance of the session. After several days of non-use, I find that the problem reoccurs. I am VERY frustrated and cannot get any satisfaction from tech support despite probably more than 20-hours of phone conversations. I am at a complete loss as to what to do next.Desired Settlement: I want Microsoft to credit me for half of my subscription, about the amount of time that it has not worked properly. Further, I would like the application to work properly, as advertised, without complication. Lastly, I would like some good faith expression from Microsoft that they regret and apologize for the tremendous inconvenience, and frustration I have endured simply trying to use their product as advertised, for which I have paid in advance.

Please have someone of authority from Microsoft contact me directly to work out this problem as clearly their "level 2" technicians have not been able to fix it in several months of trying. By the way, my iPhone and iPad handle mail just fine with my aol and Google accounts as does my MacBook Pro when I use the "Mail" feature so I'm now sure why Outlook cannot.

Review: I made a purchase from Microsoftonline. The card delivered was not correct and customer service would not resolve my issue.

I made a purchase on 1/4/14 from Microsoftonline.com (order #XXXXXXXXXX). It was an Xbox360 Live 12mo gold membership with 800 Microsoft points. When I received the card the membership took affect when I applied the code but the points did not.

I emailed customer service as soon as I realized the points did not take affect with no response from Microsoft. I then called customer services who, after being on hold for over 30-40 minutes and being transferred to various people, told me I had to talk to [redacted] customer services. They transferred me yet again. When I spoke to [redacted] customer service they stated they couldn't help me because they didn't sell me the card. They stated I had to speak to Microsoft. I AGAIN called Microsoft and this time got the name of the operator, [redacted]. The call reference #XXXXXXXXXX, where she AGAIN stated they could not help me. She then stated she could not even research it further because I could not give her the last four of the card used to purchase the card. I gave her many identifying factors from the purchase but explained that the card was one that had to be replaced due to the credit card hacking from [redacted] and I no longer possessed the card. She stated that unless I could give her the last four of that card she couldn't go further with investigating the case. She then stated that, even if she could, [redacted] was who I needed to go through. This case has taken 4 calls, now totaling over 3 hours just to get the product I have paid for. Desired Settlement: I am requesting they either provide the 800 Microsoft points that I provided or they provide a refund for the product that I did not receive.

Review: Unable to reinstalled product on my lap top because I do not have the password associated with a email acount I never created. The recovery numbers are no longer active. I have talked to several different reps. For two months and no one has been able to help me. I have my receipt and product key number for home and student software. But I am keep getting transfer and disconnect to different reps. I payed almost 200.00 for this product and all I want is it to be re installed or a refund.Desired Settlement: Another product key for re stallement or a refund.

Review: I registered and activated the Microsoft Office 365 Home Premium service on March 2014 as I needed to use my word document. I only needed and wanted to have the service for ONE month. I know for a fact that I didn't register for an auto-renewal because I have no use for this service after March, so I didn't expect that I'll be charge for April in which was charge/processed through my PayPal acct which was connected to by bank acct. My bank charged me a hefty $45 Non-Sufficient-Fee for returning a pre-authorized payment - that I don't even remember authorizing for!!! I called the Customer Service for Billing & Account as after I cancelled that auto-renewal payment yesterday, I received a notice from my PayPal acct notifying me that made another payment to Microsoft!!! Are you kidding me? So I called and the agent explain the payment processed today was meant for May, as the payment processed on May was for April... so on and so on. I explained that whatever those charges are - I don't want to bother about those payments. What I'm very bothered with is the fact that I got charge a $45 NSF for a service that I did not want! I requested for them to even keep those charges but refund me the $45 NSF I got because of them! Of course knowing any greedy company - they refused to refund me nor help me. I offered to provide them with whatever they need as proof that this charge is due to their error. But at the end - no help or any effort at all from them to try to resolved this! They did not only made money out of me, they also destroy my credibility to my bank!Desired Settlement: As I mentioned above - I want the $45 Non-Sufficient-Fee my bank charge me because they processed a payment as auto-renewal that I didn't signed up for!

Review: Company would not let me renew subscription on June 23, 2014 before July 23, 2014 and, informed me to wait until then, was never informed about this.Desired Settlement: renew my subscription to expire, July 23, 2015.

Review: I have reached out to Microsoft multiple times to provide feedback about Windows XP, but they will not respond. I have even contacted the CEO and the CTO, as well as corporate operators. XP is no longer supported and I feel this is a huge mistake because I want the world to run on XP.Desired Settlement: I want to receive an email acknowledging my feedback and listening to my reasons for utilizing XP.

Review: Microsoft Surface RTDesired Settlement: To fix the issue I am having via an update or to replace defective product at no charge

Review: Microsoft is enabling, perpetuating and harboring criminal entities that have established Microsoft Accounts and that purchase Microsoft products using stolen credit card numbers. I noticed four unapproved/illegal charges to our MasterCard, totaling $219.96, apparently purchasing Microsoft products, and addressed these charges with Microsoft on 11/24/2014 via phone number X-XXX-XXX-XXXX. The four illegal charges appeared on our MasterCard statement as: 11/18/2014 Microsoft [redacted]. The four illegal charges comprise three at $59.99 ea. and one at $39.99. The responding Microsoft agent assigned case #: XXXXXXXXXX. Microsoft verified my identity, verified I do not have an established Microsoft Account and accessed my MasterCard record. Microsoft claimed they could not find the specific charges listed on our MasterCard record, so Microsoft could not address/delete those charges. However, Microsoft did find there is a Microsoft Account identity attached to my credit card number - with an email starting with a W and ending with a 2, and a phone number starting with a 5 and ending with a 9 - which would provide a record and pathway to identify a criminal entity and address/challenge use of a stolen credit card number. However, Microsoft did not challenge the criminal entity nor the criminal entity's use of my stolen credit card number to maintain a Microsoft Account and continue to purchase Microsoft products. Rather, Microsoft suggested I pursue the illegal charges through MasterCard. This decision and these practices my Microsoft enable, perpetuate and harbor identifiable and accessible criminals and criminal activities.Desired Settlement: Reimbursement/elimination of unapproved/illegal charges to our MasterCard, totaling $219.96, and cessation of Microsoft policies and practices that enable, perpetuate and harbor identifiable and accessible criminals and criminal activities.