Microsoft Corporation

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 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 purchased Ad-free Outlook.com service from Micrsoft, and the ads remained in my Outlook.com account. Contacting billing support, they verified that my subscription was active and correct, so they tried to push off the case onto technical support, and gave me two phone numbers to try, which I tried IMMEDIATELY while I had billing support still in session. Both phone numbers given to me for technical support IMMEDIATELY informed me that I had to contact Billing support, and that the technical support numbers I had called could not help me. As a result, all that could be done was to have Billing support cancel and refund the service. From what little research online I've done about this, this is all too common an occurrence, with users just being bounced back and forth between billing and technical support until they just give up and cancel the service, and then only if they're lucky enough to cancel within the first month. Microsoft is effectively selling no service, and counting on users not picking up on that until it is too late.Desired Settlement: The ad-free service I paid for, with the ads actually removed, technical support ACTUALLY available, the broken cobranding bar in my Outlook.com site fixed, and an apology from Microsoft for making me have to go to such great lengths to get the service I paid for from them. A company as technically capable and renowned as Microsoft should not be doing this to their users.

Review: I had a working Microsoft Surface until I got home on Friday, November 1st. I turned it on as I always had and I couldn't connect t to the internet. I tried to troubleshoot it for a half hour but since it wouldn't connect, I call the customer service number that was being provided to me on the device's screen. I called and I spoke to a representative that helped me to troubleshoot the device's connection. We tried everything from cleaning cookies, to refreshing the entire device. He pointed out that it could have been a connectivity issue so we re-started the house's modem and router. It felt weird to me that my stepdad owns a Surface as well and his Surface was working at the time of the phone call. Also, my husband was using his I Pad at that same time as well. We tried all of the already mentioned options and nothing worked. The representative told me that we were going to try to refresh the entire device. I was in the middle of an hour phone call when the representative told me he would call me in about 40 minutes when the device was done being refreshed. He called back and the device had been refreshed but still not connecting. The representative was getting done for the day. The last resource was to try to completely restart my Surface to factory settings. He advised me to save all of my pictures to a zip drive because this process would wipe out my entire's device memory. Being that he had to leave, he said he call me the day after to check with me if that solution had fixed the problem. He called next day (Saturday, November 2nd) and I told him that the device was still not working properly. He asked me to go to an establishment where wifi was available and try to connect to the Internet. He told me that if that option didn't work, then he would send me a replacement. I went to [redacted] and tried to connect my device. The same problem occurred. So I waited until the representative called me back and told him that option didn't work as well. He sent me a return confirmation through my email and instructed me to pack my device only but to send the box with it since the Surface is an expensive investment .He told me it would have been 5 to 7 business days until I got a new Surface. I followed all of the instructions that were being given to me, went to FedEx and paid for the appropriate packing of my device. I waited and waited. Throughout the weeks that I waited I also noticed that Surface Customer Service kept on sending me emails with a return confirmation. I just thought that was a system generated email and didn't think that was an actual problem. November 18th, I called the support team and inquired about the long wait. I was told that many mistakes were made by their support team and that each and every time an email was issued (total of 3 times), it was because mistakes were being made by someone. Each and every time there was a problem; they would cancel the initial order and create a new one. Two days after my phone conversation I received an email confirmation attesting that my item was being reviewed and would be shipped in two days. I received my shipment on Friday the 22nd, opened the [redacted] box to find a bubble wrapped Surface that looked far from new. I found dirt stuck to it. They never returned the box that I sent to them to "protect my investment". I paid over $300 for my Surface and I don't even have a box now. I started the device and went through the initial process to find out that my Surface does not function properly. I am able to connect to the internet through the E option but none of the apps work. I cannot connect to the Store, email or anything else. I tried troubleshooting it as I was thought by the representative the first time around but nothing works. This is causing a lot of stress for me being that I have work and school work to get finished. I am not rich and when I bought my Surface I had saved my money for a few months. Desired Settlement: I want Microsoft to replace my Surface with a new model in a box as I deserve. I don't want to go through all the phone calls, I spent hours in the past month trying to resolve a problem that doesn't pertain to me to resolve. I cannot sit and spend my entire days and nights on the phone with the support team trying to figure out what the problem seems to be. I have all of emails saved in case anyone wants to see those. Thank you.

Business

Response:

Initial Business Response /* (1000, 9, 2014/01/09) */

DATE: 1/9/2014

RE: Your complaint to the Revdex.com

Case Number: XXXXXXXXXX

Dear [redacted]

This letter is in response to the email you had addressed to Microsoft Corporation through the Revdex.com of Alaska, Oregon and Western Washington regarding concerns you described with Surface.

As originally stated, your Surface tablet order delays, and customer service issues were causing a frustrating experience, and needed to be addressed immediately. We have since confirmed that you have received a replacement device, and a substitute retail box.

We apologize for any inconvenience you may have experienced and we hope you will continue to be a valued customer. Microsoft now considers this issue closed and will take no further action on the matter. For any support needs in the future, please contact 1-800-Microsoft, or visit our support website, www.surface.com/support.

Sincerely,

Customer Advocacy & Exceptions Management Team

Microsoft Corporation

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

Final Consumer Response /* (2000, 11, 2014/01/11) */

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

[redacted] handled the case and he personally made sure throughout the process that I was satisfied. I have my replacement and it works just fine. Thank you for your help.

Review: On April 9, 2013 I reported that I had purchased a windows 8 pro license code from an online retailer and was unable to use that code. When I called MS to report my problem they told me the code I purchased from the retailer was an MSDN code that shouldn't have been sold to me. I told them I was given multiple codes, all of which didn't work. They told me to report using the MS "how to tell" counterfeit report website, which I did. I was given Counterfeit Report # [redacted] I never received an email confirmation of my report or anything. I have called every week to find out the status and all I am told is that it takes 4-6 weeks, which it has already been 6 weeks and still nothing. All this time I've been waiting to find out if I need to purchase a new license code or if I will get a replacement code for reporting the counterfeiting retailer. Windows asks me to activate every hour and I can't properly use Windows and this waiting game puts me in a very bad situation of not being able to work. I can't believe a company like Microsoft does this to its customers who are reporting counterfeit. Desired Settlement: confirmation that MS will do something to make this process better for other consumers in the future and a replacement windows 8 pro license code.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/05/29) */

May 29, 2013

[redacted] St. [redacted] TX XXXXX

RE: Revdex.com Case: XXXXXXXX

Dear Mr. [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 purchased a download copy of Windows 8 Pro from http://www.[redacted], but the product key provided by the reseller was not genuine. After filing Counterfeit Report [redacted] on the Microsoft ''How to Tell'' website, you waited 6 weeks but did not receive a response from Microsoft regarding replacement software. Upon receipt of your Revdex.com Case, Microsoft launched an investigation into this incident.

As discussed in our email correspondence, I worked with the Microsoft Counterfeit team to review this report and your request for replacement software. We confirmed that the purchase in question is not eligible for complementary replacement from Microsoft as we do not offer replacement for digital downloads of any product. We apologize that this is not the outcome you would prefer. Additional details regarding the complementary replacement program can be found on the How to Tell FAQ website at https://www.microsoft.com/en-us/howtotell/cfr/FAQ.aspx.

For further assistance, please contact http://www.[redacted] to request a refund of the counterfeit software purchased. We recommend purchasing a genuine copy of Windows 8 from an alternate reseller or from Microsoft directly via http://www.microsoftstore.com.

We sincerely appreciate your interest in Windows 8 Pro. Microsoft considers this case closed at this time.

Best Regards,

Senior Advocacy Specialist

Microsoft Corporation

1 Microsoft Way - SammD/2

Redmond, WA 98052

Review: The service offered by the phone technicians was incredibly poor as well was the responses, call backs, follow ups, and results.

The problem arose on Thursday, Nov. 28 2013. A recent Windows update failed on my computer and I had to call microsoft in order to figure out the problem. The first technician attempted a few repairs but was unable to figure out the problem. He scheduled for me to talk to a level two technician the next day at 9am. I was contacted by the level two technician and they proceeded to work on my computer via shared desktop control for close to 10 hours. (9AM till 6PM) Due to some lengthy processes I was told that it was ok to hang up and that they would call back at a certain time. The technician never called back, and the major repair that they were attempting (reinstalling windows) failed and my computer was left in a worse condition then it was previously in. I attempted to call tech support again and get further help, but I was only placed on hold for one hour when I first called, and 45 minutes for the second call. Each of those calls ended with me hanging up before I could speak to anyone to assist me. Another "Follow up" member of technicians did finally call me back to ask about the service I had received, when I told him about my issues he promised to have someone call me back within a time frame, though that was never followed through with. I finally had to bring my computer to a local computer repair store. When I described the problem and the steps that were taken to fix it, and when he had the chance to look at my desktop, the repair man there was amazed at what the technicians had done to my computer to attempt to solve my problem. The repairs that they had done had not even come close to being the right solution to address my problem, and had in fact made my circumstances work. The repair man had to wipe my HDD of windows in order to reinstall it and make my computer functional. Due to the Microsoft tech support causing me to need to reinstall windows, and myself not having my product key anymore, I am unable to use Windows as I am stuck with the trial version unless I buy what I already have.

Although I am angry at the loss of the data on my HDD (I am a student, and had some WIP thins on it), I am more angry at the poor reception and follow up that the technicians at Microsoft provided, and the fact that their repairs led to a more serious problem that has ended up with me having to pay for an outside repair as well as a new copy of windows if I want my computer to work again. Desired Settlement: Or me to put this issue to bed and get my computer fully functioning again, all I would like would be a full physical copy of Windows 8 Home premium so I can get it on my HDD and get my computer back to a functional state.

Review: I purchase an Office 365 Home premium subscription on 11/21/2013. Today, there was an issue with the activation and the software has to be deleted and re-downloaded. I paid for this subscription for 2 months and in addition to that I loose everything that I have done for 2 months. I want my $19.98 refunded and since what I paid for was obviously no good. I contacted support and after an hour on the phone and he messed my computer up so that now nothing runs properly, I am thoroughly aggravated with Microsoft and then I call to get a refund and to my surprise, I get 4 different contact numbers and no one knows how to process my refund.

Product_Or_Service: Office 365 Premium

Desired Settlement: DesiredSettlementID: Refund

I would like a refund of my monies paid or a product activation key that will install the program sufficiently.

Review: Over billed for cancelled product, and made to call back 5 times.Desired Settlement: Full refund for monthly payments since date of instalation of another product on same computer using same billing data.

Review: Microsoft has locked me out of my hotmail e-mail account because I would not supply them with a phone number. I have been unsuccessfully trying to get back into my account using an alternative e-mail address. That wasn't good enough for them - they want me to disclose too much personal information. I have submitted verification form after verification form to get back into my account.Desired Settlement: I want them to send me an e-mail with a passcode in order for me to access my personal e-mail again.

Review: Microsoft sales tech rep sold the latest version of windows (8.1) to me over chat/phone. This was after spending an hour with him to ensure I would be getting the product that would meet my needs. In this chat the sales tech rep told me I could call the Supplemental department the next day to have a DVD sent free of charge. The next day I called the Supplemental department to get the DVD in which they told me I could not use the product I was sold and they did not send DVD's out for free. I explained that I had the chat transcript and could e-mail them the record of what I was told. After 3 hours of various support departments, I was handed off to Technical support that wanted to charge me $99 to resolve my issue. I explained several times that I did not have an installation issue; I had customer service/sales issue. The Technical support employee explained that they are a fee for service organization and could not help me without paying for service. I asked to be transferred to customer service or the complaint department, but he refused. I have paid $70.00 for a product that the company refuses to provide in the manor that was promised. I have the chat transcripts to prove it. I spent over 4 hours in total talking to tech reps and had no resolution to the misrepresentation.Desired Settlement: I want the product I was promised for the price agreed upon in the chat records. I am extremely dissatisfied with the customer service and misrepresentation. I want the company to appoligize for the conduct and conduct training to prevent this issue from occuring again.

Review: Windows 8 updated to Windows 8.1 without me wanting it to. Also deleted programs and files I need for work and school. Customer Service Complaint.

Windows 8 was updated without me wanting it to update. I never wanted 8.1 I only wanted 8. Now since the update has deleted files and programs I need for school and for work. I can not get either one back. I have tried to get it resolved with Microsoft's Customer Service, but they seem to not know what they are doing, and seem to think my husband and I do not know what we are doing. Not to mention they all are refusing to put a supervisor on the phone. I have my updates turned off and it still did the update. They told me that when it does the update it deletes programs that are not comp. with Microsoft. All my programs are comp. with Microsoft.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want their Customer Service reps to learn that when a customer ask for a supervisor to give them one. Not to play lets send them here or there. And I want them to take the auto update out of Windows 8. If the customer wants to keep 8 they should not be forced into having them updated when they have programs that work and need it does not delete them. They REFUSE to put a supervisor on the phone!I want them to get rid of their people who refuse to put a supervisor on the phone.

Review: I bought a Microsoft Surface Pro 3 128GB tablet in Jan 2015 to teach Math/Physics in my university. The serial number of the product is [redacted]. On March 19, 2015, I heard some rattling sound inside the top right corner of the machine. So I asked a free repair from Microsoft support team because it is in warranty (the service reference number [redacted]). Microsoft asked [redacted] to pick up my tablet, which [redacted] did. During the picking-up, both the [redacted] employee and I took photos of the tablet to show that it was not damaged and the screen was completely fine. Two days later I received a call from [redacted], saying that Microsoft told them the machine had a broken screen and they would investigate. So apparently, the tablet screen was either broken during [redacted] transportation or during the time it stayed in the repair center. After calling Microsoft for many times, they eventually concluded that the broken screen was a customer issue because the package they received is not sufficiently packed, and they will not honor the repair unless I pay another 500-600 USD to replace the screen. Otherwise, they suggested me to contact [redacted] to ask [redacted] to solve the issue. My complaint is that, the package was just fine to send and [redacted] has agreed to the packing when they accepted to deliever my tablet. Otherwise, they would have not accepted to send. And in this case, Microsoft is the main service provider and [redacted] is its partner for delivery. For me, they are just one party because [redacted] is hired by Microsoft anyway. Now Microsoft is asking the customer to pay 500-600 USD to fix something Microsoft should fix for free, and yet her or her partners broke. How could this unfair thing really be done by such a large company?Desired Settlement: I would like Microsoft to resolve the broken screen issue, and fix the rattling sound inside the tablet.If they can do a free replacement, I would also accept that.

Review: I contacted Microsoft Tech Support for an issue concerning Office 365 payment and got transferred to another tech telling me that I had a virus creating issues with my tablet and for one time fee of $119.95 they could fix the issue and get the Office 365 problem resolved. Considering the transfer was from Microsoft Office tech support chat and my warranty was out of date, I expected to pay for the support. However when the techs got into my tablet and started downloading and "fixing" things, my tablet was unable to re-connect to the support tech. I called the number and told that I would hear from the tech in about 15 minutes. That never occurred. In the mean time I contacted support through chat again and still no results on how to fix the new problems of lack of internet on the desktop side after the previous tech "fixed" things. Ultimately, the tablet was trashed and I have sent 6 hours restoring it to a usable function after spending 6 hours last evening with techs. If I find that my credit card number has been scammed and I am really going to be unhappy! There is no where on the Microsoft website where I can complain about the technical service issues - much less a refund.Desired Settlement: I fully suspect there will be no outcome to this but I feel that the Revdex.com should be aware of a service tech transferring to another tech, require pre-payment for services and then not performing the tasks that was paid for!

Review: On 12/23/2014 I purchased a laptop computer from Microsoft, Order Number XXXXXXXXXXX. I found the item did not meet the standards that the salesperson told me about on the phone, for instance, software compatibility. I received an RMA for [redacted] to deliver the computer to Microsoft for a refund. The [redacted] delivery was confirmed as 1/13/2014. A previous refund of Windows 8.1 OS was received within three days of their receipt of the product. Now, I am being told that it could take a month to receive my refund of $194.04. There has been no explanation as to why it would be delayed beyond the date of the first refund that I received.Desired Settlement: Refund of $194.04 for the return of a new laptop computer that I had received and tried to use for about a week.

Business

Response:

Final Consumer Response /* (2000, 6, 2015/02/02) */

A full refund of the purchase price has been received.

Review: I purchased a laptop from microsoft store on Feb 19 2013. It comes with a $100 coupon for next purchase. There is nowhere says during the purchase process and when I received coupon code from my email that the coupon will expire in 30 days. I am trying to use the coupon,Apr 25, 2013. And the coupon is invalid. called microsoft, they said it expires in 30 days. I sent them the email I received. there is nowhere saying the coupon will expire in 30 days. But they insist it expires in 30 days and refuse to honor the coupon. I am copying the original email below.

Dear [redacted],

Thank you for ordering from Microsoft. The product that you pre-ordered is now available and your credit card will be charged. Please look for MS *Microsoft Store on your credit card statement.

Order Number: MSXXXXXXXXXXX

Product Name: $100 coupon for your next Microsoft Store online purchase

Quantity Ordered: 1

Release Date: 02/19/2013

$100 coupon for your next Microsoft Store online purchase:

Product key:[redacted]

To view your order or download the product(s) you've purchased please visit your account page.

Additional Questions?

View our help pages, read our return policy, and view your account online.

We are also available at X-XXX-XXX-XXXX.

Please visit the Contact Us page for the list of open hours by timezone.

Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.

Sincerely,

Microsoft Store Customer ServiceDesired Settlement: I seek damage from microsoft for misrepresent their service/product. I don't want to use the coupon, I want to return the laptop to microsoft for refund and never do business with them.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/09) */

May 9, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 26th regarding the issues that you experienced when attempting to redeem a $100 coupon that came with your purchase of a new laptop at a Microsoft Store. According the issue description that you provided, you were unable to redeem the coupon because it had expired. You requested a refund of your laptop purchase due to this coupon issue.

[redacted] an Escalations Support Engineer, reached out to you on Monday, April 29th to assist with this concern. He was only able to provide a partial refund option for your laptop since the purchase date was over 30 days ago. However, he was able to offer a $150 coupon to replace the old coupon.

Due to some issues that you had redeeming the $150 coupon that [redacted] provided, you are now working with support on a workaround to purchase the items that you had originally tried to obtain with the coupon. At this time we are waiting to ensure that everything processes correctly so that you do get the value of the $150 towards your purchases.

I will continue to monitor this issue closely to ensure that workaround that support provided is successful. Please let me know if you have any questions as we work through this!

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/Customer and Partner Advocacy - North America

Microsoft Corporation

Business' Final Response /* (-10, 10, 2013/05/23) */

May 23, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 26th regarding the issues that you experienced when attempting to redeem a $100 coupon that came with your purchase of a new laptop at a Microsoft Store. According the issue description that you provided, you were unable to redeem the coupon because it had expired. You requested a refund of your laptop purchase due to this coupon issue.

[redacted], an Escalations Support Engineer, worked with you over the last few weeks on a workaround to resolve this issue since there were problems processing your coupon. He contacted you earlier this week to walk you through the details and was able to provide you with $150 worth of merchandise to make up for the issues that you experienced.

At this point, it appears that your concerns have been addressed. I apologize for any frustration this issue has caused. We hope you will continue to be a valued customer.

Sincerely,

[redacted] - Sr. Advocacy Specialist

GetHelp/Customer and Partner Advocacy - North America

Microsoft Corporation

Review: I have been working on this problem (Microsoft office 2013) since Monday (8-19-2013). The problem keeps getting worst because of the failure to communicate properly within Microsoft. I still have not had the problem fixed and it is causing chaos with my business. I've been on hold for a total of about 25 hours since Monday. Today it is Friday and today alone I have been on hold for about 3 hours already. I am writing this complaint while I am on hold with Microsoft. Every technician I speak to, puts me on hold, and transfers me to someone who knows nothing about my case. They charged my credit card for $239.99, for Microsoft office Home and Business, because they (tech team) said it will resolve my issue. This entire process has been more stressful then I ever imagined.Desired Settlement: The problem to be resolved and my stress to go away! Reimbursement if possible. I upgraded because I was told to, not because I needed/wanted too.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/03) */

September 3, 2013

Revdex.com Case: XXXXXXXX

Dear [redacted],

This is [redacted] with the Customer and Partner Advocacy Team at Microsoft. I received your complaint filed with the Revdex.com regarding issues you had been experiencing with Office 2013, and your subsequent customer support experience. Microsoft takes customer feedback very seriously, and we appreciate you taking the time to detail your feedback.

Our Escalation Engineer reached out to you on August 31st, and was able to troubleshoot and fix the issues you were experiencing with Outlook 2013. While compensation was offered, you determined you would not need compensation at this time.

At this time, we will be closing this case as resolved. Thank you again for taking the time to submit your feedback. We hope you will continue to be a valued Microsoft customer.

Best Regards,

Review: I have a microsoft 2010 starter version. For some reason a couple of days ago I couldn't get into most of my documents unless I agree to purchase office 2010. I looked up customer service number online (X-XXX-XXX-XXXX) and called today. IT took a long time and a promise to solve the problem for me and help me before the lady ([redacted] ???)told me it was a trial version and I had to purchase the full version. I said I could not afford the full version and I just wanted to be able to use my starter version. She said pretty soon I wouldn't be able to use my version at all anymore, but if it was a matter of money, I could purchase a program called open office and she went on to explain how similar it was for $79.99. I did not. I called back again and talked to a guy [redacted] ...? I explained how unhappy I was with my previous phone call and trying to be sold a product instead of fixing my problem. He assured me my computer would be able to be fixed. He also asked for permission to be connected to my computer and diagnose the problem. I again expressed frustration at this and said only if he would be able to help me and fix it because it was a waste of time with the lady. He took 15 minutes to diagnose and then comes on to tell me the services of trial version have stopped and I would need to purchase a full version. I showed him the bookmarked page that says the starter version is NOT a trial version and I should be able to use it how ever long I wanted to. I again explained that I did not want to buy the full version, I just want my starter version. This got through to him and proceeded to tell me my computer is not protected and using my notepad listed things a microsoft technician can do for me and I should take my computer to a microsoft tech every month. He said he would let me know the price. I voiced my frustration and hung up!!This is unbelievable and I have vowed to tell anyone that will listen about the HORRIBLE service or microsoft and their exhausting and frustrating selling techniques. I wasted so much time to be harrased by selling techniques when I trusted the company could fix my problems. Which, by the way, I went and deleted the microsoft office and now I can get into my documents again.....hmmm they could have just told me that in the first place. Now I am worried about what they were doing on my computer for so long. It is disgusting that a person puts their trust in a company that is lying and deceitful!! Desired Settlement: I will expect a new computer if my computer crashes. I do not know what those two techs were doing on my computer besides trying to figure out what they should try to sell to me. I want to experience confidence that I will not run into these problems with my starter version again or send me your full product for free if it truly is going to happen again where I won't be able to use the starter version anymore. I bought my lap top with the starter version and was told that I could use the program without having to purchase the full version. Either the techs were lying or Microsoft itself lies when they say you can use that version.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/19) */

On 9/18 Microsoft engaged the customer to confirm it's our understanding that the customer called X-XXX-XXX-XXXX and spoke with two representatives who were unable to resolve the issue, but instead suggested that you purchase new software.

Additionally, it's Microsoft's understanding that the customer allowed the representatives access to the machine and as such, the customer is concerned about the future performance as the customer is unsure what may have been done when they worked on the computer.

Microsoft investigated and called the phone number provided and it appears the customer has engaged a third-party company called My Phone Support, which is not Microsoft Support. The company My Phone Support does provide technical support, but they are not affiliated with Microsoft Technical Support and as such, this matter should be directed at that company.

Microsoft has extended the offer to discuss this with matter further with the customer, but has not yet received a response.

Review: bought Microsoft office online. it worked however it has now stopped workingDesired Settlement: tried several times online to contact them they send you into an endless maze back to starting point. you click on "contact us" and it is typical corporate maze of no help. I want my money back and or my product working with a discount since it has not lived up to expectations

Business

Response:

Initial Business Response /* (1000, 7, 2013/11/08) */

Hello [redacted],

The engineers have made over twenty attempts to contact you by both phone and email to assist with this issue. If you would like assistance with this issue, please respond directly to the engineers. Without your interaction there is no way for them to validate ownership of the program and activate the program. If there is no response in three days the case will be archived.

Please contact the current engineer directly and include the case number and your preferred callback times and days.

Global Escalation Engineer - Microsoft

Email : [redacted]@microsoft.com

CASE: XXXXXXXXXX

Best regards,

Final Business Response /* (1010, 10, 2013/11/18) */

Hello [redacted],

The engineers have made over twenty attempts to contact you by both phone/voicemail and email to assist with this the validation of ownership and product activation. We have explained on multiple occasions that your interaction with the support engineer is required to validate ownership and activation. To date you have not responded to any of the engineers voicemail or email attempts to contact you and resolve this matter. I feel we have had a reasonable effort to resolve this matter, but you have not engaged with support. The engineer attempted to contact you on the following dates:

10/25/2013 11:32:07 AM Phone Call

10/26/2013 11:24:34 AM Phone Call

10/27/2013 11:52:48 AM Phone Call & Email

10/28/2013 11:07:28 AM Phone Call

10/28/2013 4:17:00 PM Phone Call & Email

10/29/2013 2:13:16 PM Phone Call & Email

10/29/2013 5:21:09 PM Phone Call

10/30/2013 2:31:49 PM Phone Call

10/30/2013 5:24:29 PM Phone Call

10/31/2013 11:51:47 AM Phone Call &Email

11/5/2013 12:42:42 PM Phone Call

11/5/2013 1:26:27 PM Phone Call

11/8/2013 11:17:55 AM Phone Call

11/8/2013 4:24:29 PM Phone Call

11/10/2013 12:12:01 PM Phone Call

11/11/2013 12:21:46 PM Phone Call

11/12/2013 2:51:20 PM Phone Call & Email

11/15/2013 11:50:36 AM Phone Call

Unfortunately, since you have chosen not to engage with support, we cannot assist you and the case has now been closed.

Best regards,

Review: To whom it may concern,

Since the later portion of last year I have been having serious problems with Microsoft Tech Support. l started having problems on my computer with XP Professional Windows. I called Microsoft Tech Support and told them about the issue. They told me that my XP was out dated and I should buy a newer computer such as Windows 7 or Windows 8. I told them that I could not afford to buy a new computer because I am disabled and living on a limited budget. One of the tech support people told me that they could fix the problem if I paid them $99.00. I told them that I could not pay that amount and that ended the conversation. A few days later My computer started getting download up dates from Microsoft which started fouling up my system and even killed my McAfee Anti Virus protection program.

In or about the middle of January 2013 my computer totally crashed. I contacted Microsoft Tech Support and they told me the same thing. Your XP is outdated. If you pay us $99,00 we can fix the issue. I took my computer back to the store where I bought it from and they re-formatted it and brought it back to normal. That cost me $79.00. Now here in Apri1 2013, Microsoft is doing the same thing again. They have without notice removed my Internet Explorer 8 and replaced it with an older and lesser IE 6.0. There are no new updates to protect your computer for this IE. They have also removed my Service Package 3 or SP3 and replaced it with a lesser SP 2.0. This makes my computer very vulnerable to virus and Malicious attacks even when I am not on the Internet. I question their authority to be able to remove up to date software such as above and replace it with lesser and more vulnerable software and then asking for 99.00 to fix the problem.

I am also sending this information to the Federal communications Commission and asking them to look into this matter. Microsoft could crash my system again just like they did in January. I know this because the same things are happening all over again. Can you also please look into this matter.

Sincerely *

[redacted]Supporting documents redacted by Revdex.com[redacted]

Business

Response:

Business' Initial Response /* (1000, 10, 2013/04/30) */

April 30, 2013

Revdex.com case XXXXXXXX

Dear Mr. [redacted],

This is [redacted] with Microsoft. I received your complaint filed with the Revdex.com regarding an issue you were experiencing with Windows XP. I understand from the report filed that your computer operates on Windows XP and your system was recently downgraded from SP3 and IE 8 to SP 2 and IE6, and as a result you could not use the machine.

On April 30, 2013 [redacted] reached out to you and was able to resolve your issue by uninstalling and reinstalling Nero 7 Essentials, and confirmed that [redacted] Pack 3 for Windows XP and Internet Explorer 8 were already installed on your computer. Per the case notes, you agreed to have the engineer archive your case.

At this time it appears that all your concerns have been addressed an issues resolved. Thank you for the opportunity to help make things right for you. We hope you will continue to be a valued Microsoft [redacted].

Sincerely,

[redacted] S.

Senior Advocacy Specialist GetHelp [redacted] and Partner Advocacy

Consumer's Final Response /* (-5, 12, 2013/05/01) */

[redacted] 5/1/XXXX X:XXPM

Complaint Department,

Yesterday Mr. [redacted] from Microsoft Tech Support worked on my computer system on line and re-assembled the IE8 "Internet Explorer 8," and the SP3 "[redacted] Pack 3." He also helped me fix the Windows Media Player that no longer worked properly.

My system now apears to be working properly as it did when I brought it home from the computer store. It is unfortunate that I had to file a complaint with the Revdex.com and the FCC before Microsoft would correct the damage that they themselves did to my system and then ask for $99.00 to correct the problems. I sincerely hope that this matter will come to the attention of Microsoft Corporation and they won't let it happen again to not only myself but also to others who may have also experienced this isue.

Thank you very much for your assistance in this matter. I hope that I will not have to contact you agsin in the near future telling you that it happened all over again.

If you need any more information, please contact me either by email, home address or by phone. I will be happy to assist.

Consumer Response /* (3000, 18, 2013/07/19) */

[redacted]Please See Attached Documents Online[redacted]

Consumer Response /* (-5, 19, 2013/07/19) */

**Please See Attached Docs Online[redacted]

Business Response /* (4000, 21, 2013/07/25) */

July 25, 2013

Richard Paulis

Revdex.com Case: 22388275

Dear Mr. Paulis,

This is Meghan with the Customer and Partner Advocacy Team at Microsoft. We received more information regarding the case you filed with the Revdex.com. On 7/24 you received a call from Arshad K., a Microsoft Support Engineer, who worked with you to resolve your issues. I received an email from you confirming your issues are resolved, thank you for the follow up.

At this time we will proceed with closing your case, as your technical issues are resolved and you have no further questions. We hope you will continue to be a valued Microsoft customer.

Sincerely,

Meghan S.

Senior Advocacy Specialist

Microsoft Corporation

Consumer Response /* (3000, 27, 2013/08/09) */

I don't know what is going on with Microsoft Corporation but just when it looks like they may have corrected the on going problems and you tell them that it looks OK, they turn right back around and hand you another problem

When you try to let them know that there is a problem they seem to ignore it and not even respond to your e-mail. Here are two problems still at hand:

1. Microsoft Service Feedback is an email that you can not even respond to. Photocopy included.

2. Arshad Khan a Microsoft Tech that worked on my computer insured me that the problems were resolved and gave me an email address to get in touch with him if anything else may occur. Upon encountering this new so called Feedback email from Microsoft I tried to email Mr.Khan at the email address that he gave me [email protected]" and the Post Master emailed me back and stating that there was no such address. So I tried emailing Mr. Khan again at "Arshad Khan (Convergys). This email seemed to go through but I have gotten no response from Mr. Khan.

3. The iast time I spoke to ivir. Khan, I aiso asked him about the Microsoft Security Essentials

program that I have in my system which is supposed to protect your system from Internet Malware and Virus attacks. Mr. Khan told me that Microsoft no longer handles this program and that it has been given to another Company that now handles all the updates and protection. I asked Mr. Khan who this company is and he never answered my question. On or around 7/25/2013 Iventured out on the web and when I was finished and exited the web my system was attacked with 60 PoP-Ups by some unknown website. Since I also have MalwareBytes Anti-Malware virus protection the 60 PoP-Ups were stopped and deleted from my system. What I would like to know is why Microsoft Security Essentials didn't catch it.

I would really like some answers from Microsoft Corporation, but they don't seem to want to answer

my emails. So I have no choice but to send you this follow up and let you know that not it has yet been resolved. it's my computer that is at

risk here, and I think that I deserve the right to use it without constantly worrying about Microsoft sending me email or updates that don't even work or Microsoft Security Essentials that don't even stop Pop-Ups or other Malware that can harm my system. And if there really is another company handling Microsoft Security Essentials, why can't they tell me the name of the company in case I need to contact them and tell them what has gotten through their protection program? Which has in fact already gotten through undetected by their security essentials.

Since I cannot get through to them by emailing them, can your office plea$e try to contact them for me and let them know about these problems now at hand?

I sincerely appreciate your help with these matters and hope that someday soon

Microsoft can do a little more for all those that buy and use their computer systems, and even the XP system that most people choose to continue using.

Business Response /* (4000, 29, 2013/08/15) */

August 15, 2013

Richard Paulis

Revdex.com Case: 22388275

Dear Mr. Paulis,

This is Meghan with the Customer and Partner Advocacy Team at Microsoft. We received more information regarding the case you filed with the Revdex.com. On 8/9 you reported experiencing technical issues again and responded to the Revdex.com and requested follow up. On 8/12 you were contacted by our Support Engineer who was able to confirm resolution of your technical issues. On 8/15 you requested that your case remain open for observation. Microsoft has agreed to keep your case open until 8/23, barring any new technical issues. If no new issues have arisen by this time, we will proceed with archiving your case as resolved.

Please reach out to the Support Engineer directly if you encounter any technical issues over the next week.

Thank you,

Meghan S.

Senior Advocacy Specialist

Microsoft Corporation

Business Response /* (1010, 32, 2013/08/27) */

August 23, 2013

Richard Paulis

Revdex.com Case: 22388275

Dear Mr. Paulis,

This is Meghan with the Customer and Partner Advocacy Team at Microsoft. Our engineers were able to resolve your technical issues and you requested that your case be kept open for observation until 8/23. Microsoft has agreed to keep your case open until 8/23, barring any new technical issues. No new issues have arisen, and you have given permission to close this case.

Please reach out to our engineers directly if your issues occur again.

Thank you,

Meghan S.

Senior Advocacy Specialist

Microsoft Corporation

Consumer Response /* (3000, 39, 2013/12/06) */

Documents attached

Consumer Response /* (-5, 42, 2014/01/08) */

Document attached

Review: On 12/10/13, I purchased the Christmas deal for the day, a Garmin Forerunner Watch. I selected the item, it was in my cart "at the advertised deal price", I entered my credit card info and hit "place order." After the site "thought" for a moment, my order confirmation #(XXXXXXXXXX) came up on the screen, BUT, the price I was charged was not the deal price, it was much higher. At no time in my cart did it show this price. I feel defrauded. I reached out to customer service to stop the order and was told it would be stopped in 24 hours. When the order was still not canceled but showed on backorder I contacted customer service again and was told it would be stopped. I received an email today, 12/18/13, saying the order was shipped and my account charged, but now I get to return the product to Microsoft. I called customer service and I was told that the prior customer service agent wasn't able to stop the order! Why?? So my bank account has been charged and I get to wait until so many days after the product is received back before I get my money back. Why?? Why do you get to borrow MY money because of YOUR mess up? How about you refund MY money because you committed fraud when I hit place order and approved one amount, but then was charged another amount. Shame on you Microsoft!!Desired Settlement: I want my bank account credited immediately...no waiting for me to refuse the shipment, for it to be sent back to Microsoft and then Microsoft process the order! Microsoft..YOU should have to the one waiting! Don't bully customers by making them wait for their money just because you are some big corporation, we are just that CUSTOMERS! Own your mistakes and make it right!