Microsoft Corporation

Review: On 12/29/2012, I purchased Microsoft Office Professional 2010 from the Microsoft Site, Order Number CNLXXXXXXXXX. The cost was 349.95. At the time it was offered for sale, you would receive the next update, free (i.e., MS Office Professional 2013). There was no indication that the free upgrade would be available for a limited time (I have the order paperwork that does not show a time limit). My computer crashed in early 2013 and I was finally able to replace it in December 2013. I called Microsoft to obtain help in getting my free MS Office Professional 2013. I was told, however, that the "promotion" only ran until April 2013. Again, there was no limit on time when I could obtain the free upgrade in the original purchase. I specifically purchased the version so I could obtain 2013. Microsoft refuses to honor their contract with me. I have a digital copy of the order at the time I purchased the product and can provide, if needed.Desired Settlement: I seek either the free upgrade to MS Office Professional 2013, as was agreed upon, or to receive a refund for the original purchase price of $349.95

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/16) */

On December 11, 2013, the customer was provided a link to download Office Professional 2013 and a new Product Key to activate the software in fulfillment of his request.

Final Consumer Response /* (2000, 7, 2013/12/18) */

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

I am extremely pleased with how Microsoft handled my complaint. They responded to it immediately, took the steps necessary to understand it, and then provided a response that met my needs. I felt that they cared about me - the little guy. This has been a 100% positive experience. Thank you Microsoft!

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: I purchased a tablet computer from the Microsoft store online the morning of 4/16/13. I was going to pay by Paypal and changed my mind. I couldn't tell if my order had been submitted or not so I did an online chat with a Microsoft store representative. She assured me several times that the order did not go through and went ahead and finished my order using my credit card number as I asked. I told her it really looked like they were going to try to withdrawal funds from my Paypal account and would overdraft my account if the purchase went through and she told me that was not the case and that it did not go through. The following morning I saw $1034.48 come out of my Paypal account as well as a charge of $1034.48 was made to the credit card I had given her. The charge made through Paypal withdraws funds directly from my bank acocunt and so on 4/17/13 I incurred a $37 overdraft fee by my bank and then an additional $37 overdraft fee for another check that tried to clear which I would have been able to cover had Microsoft not put this order through. I have tried to get them to refund me $74 for their error but have been unsuccessful.

Product_Or_Service: Surface Pro Tablet

Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like a refund of $74 to my credit card for the overdraft fees caused by their error in processing my order. They actually did attempt to ship me two computers. The one was stopped in transit and returned to them and so they have already issued me credit of $1034.48 for the total of the extra computer they shipped and billed to my Paypal account.

Business

Response:

Business' Initial Response /* (1000, 10, 2013/05/14) */

May 14, 2013

[redacted] Ct

[redacted] OH XXXXX

RE: Revdex.com Case # XXXXXXXX

Dear [redacted],

A copy of your report filed with the Revdex.com of Alaska, Oregon, and Western Washington regarding your bank account overdraft fee refund request was recently forwarded to Microsoft.

We understand the difficulties you have experienced and welcome the opportunity to resolve this situation with you.

I understand that on April 16, you completed a $1034.18 order through the Microsoft Store using your PayPal account. You contacted a Microsoft Store representative to change the payment method to your credit card. The following day you noticed both charges, and an overdraft fee of $74 applied to your account. You have contacted Microsoft Support to refund the overdraft charge, but they were unsuccessful.

In response to your report to the Revdex.com, [redacted] Request # XXXXXXXXXX was created to address this issue. Our Global Escalation team worked with you and successfully created a partial refund order to cover your overdraft fee of $74.

Thank you for being a loyal Microsoft [redacted] and for giving us the opportunity to address your concerns.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 [redacted]

Redmond, WA XXXXX

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

Consumer's Final Response /* (2000, 12, 2013/05/16) */

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

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 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: 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 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: 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 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: 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: 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: I have a Windows 8 Laptop. I downloaded games for windows to allow me to play Call of Duty 4: Modern Warfare, I am not using the Windows Games app. I have also installed an Xbox 360 Controller with the drivers. The Controller is installed and functioning properly when I troubleshoot the controller. I do receive an error not related to the controller but with Windows 8, the error is with e-gate virtual reader enumerator (code 28). It says the drivers are not installed. When I open Games for Windows to play Call of Duty I cannot change the controller setting to use the Xbox Controller, the only option I have is to use the keyboard. Every time I call Xbox I am informed it is a Microsoft problem. When I call Microsoft my call gets transferred around 3 times before I end up with the Xbox department. The Xbox department informed me they do not have a resolution to this problem.Desired Settlement: I would like the issue resolved. There is a resolution to the issue I have but nobody seems to want to resolve my problem. If that cannot be done I would like to receive a Disc Copy of Call of Duty 4: Modern Warfare and my points that I purchased the digital game with refunded.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/08) */

On 7/2 Microsoft Support engaged the customer in response to the issue reported. Microsoft Support requested the customer provide a phone number for which we could speak with and assist the customer. On 7/3 the customer provided a phone number and time frame for contacting him. Microsoft Support has attempted to reach the customer via phone and email since 7/4 and has been unable to connect with the customer. Microsoft Support is currently scheduled to attempt to reach the customer on 7/9 8PM Hawaii time. Microsoft Support will report back on this matter once resolution has been reached.

Business' Final Response /* (-10, 6, 2013/07/11) */

On 7/2 Microsoft Support engaged the customer in response to the issue reported. Microsoft Support requested the customer provide a phone number for which we could speak with and assist the customer. On 7/3 the customer provided a phone number and timeframe for contacting him. Microsoft Support has attempted to reach the customer via phone and email since 7/4 and has been unable to connect with the customer. Microsoft Support is currently scheduled to attempt to reach the customer on 7/9 8PM Hawaii time. The customer responded to Microsoft support and scheduled a call back for 7/17. Microsoft Support will report back on this matter once resolution has been reached.

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 went on my PC to use my Microsoft word today (1/8/15) and when I realized it was prompting me to reactivate my account. I proceeded to do, but my account said error when I was on the payment screen. I then called into the company, after 20 minutes we finally got to the bottom of it. We found out my card expired (which it had on 8/14) but they were still able to take out 9/14 and 10/14, with no issue. It came to November and it did not go through. So I understand that completely, but what I do not understand is, that I did not receive not one phone call, letter or email regarding this. So they wanted me to pay the 10.79 that was "pending" and the additional 10.79 to reactivate, which normally is not a big deal, but the fact of the matter and the principle I never received not one notification of this matter. If I wouldn't have went on to try make a word document today this would still be just sitting there. So I was transferred to a manager that did nothing at all, he stated they did send to my outlook email, but wait that is connected to that account and is also inactive. He was rude and I did not appreciate his condescending tone during our conversation, for being one of the biggest companies in America they are the worst for customer service!!!!Desired Settlement: I want the "pending" charge gone, and a free month of subscription or some kind of compensation for my hours worth of aggravation tonight.

Review: I ordered some items from MicrosoftStore.com. [redacted] said one of the items were opened and contents were missing. A MicrosoftStore.com employee verified it was missing but said that they still need to investigate the issue further, and I would have to wait for a replacement. I asked for a refund, and was told I would still have to wait. They know what happened, they told me it was verified, but still won't send a replacement or refund until they investigated further.Desired Settlement: Immediate refund.

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: 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: 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.

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

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.