Microsoft Corporation

Review: On March 8, I ordered a surface pro, order #MSXXXXXXXXXX. I received the product on 3/13/13. The product worked correctly for approx 6 hours at which point it only ran when plugged in. I called on 3/14/13 and received a return authorization RMA #XXXXXXXXXX. I returned Surface Pro on 3/25 and it was received by an "M.[redacted]" in Laredo, TX on 3/26. On 3/29 I called to check on the status of the return. After 25 minutes, I was told that it would be delivered either 3/29 or 4/1 to my home address. After no receipt today on 4/1, I called and spoke to a [redacted] representative. After 30 unproductive minutes because of poor English, I asked to be transferred to a supervisor. I spoke to CSR "[redacted]" Case #XXXXXXXXXX. Even after giving all of the information of original order #, RMA #, and fedex receipt, [redacted] wasnt able to offer further assistance. After being on hold and on the phone for over 1.25 hours, [redacted] disconnected the call. I called back and spoke to [redacted] who pulled the case up. [redacted] is the one professional that I ran across in the complaint. [redacted] did what he said he was going to do, was sympathetic and this complaint is not about [redacted] called me back with [redacted] (Case #XXXXXXXXXX) who pulled up the account and aknowledged that it would be several days before they shipped the return and that he did not have the authority to revise the address. I requested that it be delivered to my office instead of my home to save me the hassle of having to pick it up at Fedex.Desired Settlement: Ship to Office and provide some form of compensation for the amount of time and inconvenient experienced in the process. Comp the purchase of MS Office (#MSXXXXXXXXXXX) would be a reasonable compensation.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/11) */

April 11, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 2nd regarding your Microsoft Surface Product. We were able to refund your Office Home and Business software and now we are currently waiting for your Surface product to be delivered. The product should be arriving by this weekend.

I will continue to monitor this issue closely and will follow up with you on Monday or Tuesday of next week to determine if your product was received.

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Business' Final Response /* (-10, 7, 2013/04/17) */

April 17, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 2nd regarding your Microsoft Surface Product. According to the issue description that you provided, you spent many hours working with our support team regarding the shipment of your Surface Pro. Due this experience, you escalated this issue to the Revdex.com to request a refund on your Office product and a resolution to the shipping issue.

On April 4th, Jack from our support team contacted you to refund your purchase of Office Home and Business. On April 15th you confirmed that you had received your Surface Pro in the mail.

Please note that we are looking into the feedback that you provided regarding the support experience that you had. We appreciate the time that you took to bring this information to our attention.

At this point, it appears that your concerns have been addressed. We hope you will continue to be a valued [redacted]!

Sincerely,

[redacted] - Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Review:

To The Revdex.com

My name is [redacted]

Rock Hill, SC. Business Complaint

I want to explore taking legal action against the Microsoft Corporation/ [redacted] for misrepresenting the services for which they were paid $99.99 and then tried to extort more money out of me for the issues they were supposed to have fixed. I am an author of fiction, who is about to launch a new eMagazine. My computer is in imminent danger of a catastrophic shutdown and I believe that during the course the so-called fix, they disabled my virus protection and left it that way. The encrypted Microsoft operating system files were pervaded with over ten thousand viruses, which they claimed only they could fix. On August 30th they connected with my computer after accepting the last $99.99 I had. They assured me that there would be no more problems and that I was protected with what they called a one-time fix, but as it turns out One Time Fix doesn't adequately represent the intent. It actually means that they would only fix it one time. (Not that they would only have to fix it one time to alleviate the problem, which is how they presented it to me.) Almost immediately after the fix, the computer, a HP ProBook 4525s began to slow down, showing the same symptoms and worse. I could no longer open files I needed to work on, including a new novel that I am currently writing. After calling them back and being passed from one department to the next (5 times) I spoke to a supervisor who's only concern was to extort more money out of me. That's all he cared about. I offered to give me a lifetime fix for only another $199.99, claiming that he was doing me a favor by giving me a $200 dollar discount. When I told him I had no more to pay them for a fix they had already been paid for, he continued to push for more money or my computer would die. At that point, I'm afraid I became quite indignant, I was very upset because I consider this to be blackmail and sabotage. I have paid Virus protection through [redacted] which no longer work after they connected with my unit. The were still connected to my computer at the time when the shouting began and they erased the reference number to the call, but I have the receipt for August 30th and the information concerning last night's call with the supervisor's name and the price on it. He told me that if I didn't pay the money, not to call back at that number because the price would then be 499.99 to fix my computer. Please understand that my life's work is in this computer. On the eve of announcing that I would dedicate this week to writing the new e-magazine's first newsletter as a part of launching its marketing strategy, this happens. The novel I'm presently writing is also blocked. I feel that this was no accident, but strategic or due to negligence. If I lose it all I will not have the will to reconstruct four novels and two compilations of poetry by memory alone. I'm looking into filing a complaint with the Revdex.com, but this is extremely distressing. Is there any way you can assist me? I am attaching the saved file with the price he offered and the receipt for the worthless work done. I know that the economy is bad, but this isn't right! Below is a copy of what they now are offering for $499.99 lifetime fix that curiously offers me two years of unlimited technical support. I live on a fixed income, disability, that doesn't afford any frills nor the luxury of spending a total of $600.00 when they assured me that there would be no more problems. This is the original transaction number for the August 30, 2013 payment receipt, which mysteriously disappeared when I tried to copy it for the purpose of submitting this complaint. Transaction number XXXXXXXXXX. X-XXX-XXX-XXXX [redacted]-$99.99 one time fix

(Below is a copy of what the supervisor [redacted] offered instead of making things right. Notice that the reference number to the call has been deleted by them. Most of what is promised here for more money was promised during the first encounter when they supposedly fixed my machine.)

REMOVE ALL TROJANS

REMOVE ALL VIRUSES

REMOVE ALL MAJOR THREATS

INSTALL ALL NEW WINDOWS 7 IN THIS SYSTEM

FIX ALL CORRUPTED SOFTWARES

FIX THE MICROSOFT OFFICE , WE WILL REINSTALL THE ENTIRE OFFICE

LIFETIME INTERNET SECURITY AND LIFETIME NETWORK SECURITY (TRANSFERABLE)

2 YEARS OF UNLIMITED TECHNICAL SUPPORT

COMPUTER

PRINTER

SCANNER

WEBCAM

MODEM

EMAIL

INTERNET

NETWORK

ETC...

REFERENCE NUMBER-

X-XXX-XXX-XXXX--XXX[redacted] SUPERVISOR

ONE TIME CHARGE- LIFETIME CHARGE- 199.99 499.99

Please help. Thank you for your time. I can be reached at ph# (XXX) XXX-XXXX or by email at [redacted]@gmai.com or [redacted]@gmail.com

Desired Settlement: I want my money back or my computer fixed free of charge and all viruses subsequent to their interaction removed as promised by the companies mentioned (Mictrosoft and affiliate [redacted])

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/23) */

September 23, 2013

Rock Hill, SC 29732

RE: Revdex.com Case # XXXXXXXX

Hi [redacted]

Your complaint filed with the Revdex.com, regarding your phone support with a third party vendor, [redacted] was forwarded to Microsoft and assigned to me on Monday, September 16.

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

Please note that the phone support you received by [redacted] was not legitimate and is in no way supported or sponsored by Microsoft Corporation. Despite our efforts, these "scammers" misuse Microsoft's name frequently in their attempts to find new ways to conduct fraudulent activities. In the future we encourage you not to grant them access to your computer and if the scammers request funds from you, not to send any money or provide your credit card in response to any of these scams. If you have already provided your credit card or sent money, you will need to contact your local law enforcement for assistance with any recovery.

Here are some resources you may find helpful in protecting yourself from such fraudulent actions in the future:

* http://blogs.msdn.com/b/securitytipstalk/archive/2010/03/09/don-t-fall-for-phony...⇄ />
* http://www.microsoft.com/security/default.aspx

* http://www.microsoft.com/security/online-privacy/avoid-phone-scams.aspx

How to Contact Microsoft Support:

Direct assistance from a Microsoft Support Professional is available through both no-charge and fee-based services

Telephone technical support hours of operation and support policies vary depending on your geographical region. In the US, phone support is available Monday - Friday from 5 a.m. - 9 p.m. (PST) and Saturday and Sunday from 6 a.m. - 3 p.m. (PST). For further information visit http://support.microsoft.com or call [redacted] (X-XXX-XXX-XXXX).

I sent a follow up email on September 16, 18, and the 23, but have not heard back from you. I set expectation to archive this case on Wednesday, September 25 if I do not receive a reply by this date.

Please reply to my email if there is anything I can do to assist. I look forward to hearing from you.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Review: I am disgusted and disappointed with how "king microsoft" thinks it can treats its customers. On September 9, 2013, I dropped my computer off at the Microsoft store at the Mall of America for repair. I was told verbally by technician [redacted] that it would be 1-2 weeks and that I could expect my experience to be different at the Microsoft store as opposed to going thru [redacted] directly. I told [redacted] I had had terrible experiences in the past with computer repair at [redacted] to which he reiterated that Microsoft was different. Beginning a week ago, I started calling to check on the status of the repair of my computer as it is an extreme inconvenience having to work solely off of a smart phone and visits to the public library. Due to the fact that I was speaking to reps from a call center each day while I was under the impression I was speaking to in store employees, I put trust and faith in what I was being told. I grew more frustrated every day as I kept hearing different statements from the reps. I was given multiple completion dates, I had been told five separate times that a technician would call me back with further details on the progression of my repair only to never hear anything. For six days I played games with the call center, getting different and confusing responses each time. Completion dates passed and promises to receive call backs never transpired. Today, however, I finally said either to get me the manager or I am going to physically show up at the store and grab an employee by the shirt to get his or her attention. It was at this point that they transferred to an in store employee and it finally felt like I was getting accurate and true information. It is misleading and unfair for Microsoft to route calls immediately to a call center without the customer's knowledge. No one ever told me I was not talking to an actual in store employee, and I was consistently given false information regarding my computer. In summary, Microsoft's call center is atrocious. And I cannot tell you how frustrating it is when you are told 5 or 6 days in a row that you will get a call back only to hear nothing. Shame on Microsoft.Desired Settlement: An apology letter at the least.

Business

Response:

Initial Business Response /* (1000, 6, 2013/10/03) */

October 3, 2013

[redacted]

Minneapolis, MN 55416

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding your recent interaction with the Microsoft Call Center and the Mall of America Microsoft Store was forwarded to Microsoft and assigned to me on Friday, September 27.

I engaged our Microsoft Store escalation team to assist on this case. They quickly contacted and worked with the management team at the Mall of America Microsoft Store. I understand that due to your recent experience, they were able to replace your existing computer with a new one. I am happy to hear that your issue has been resolved and that you consider the matter resolved and closed!

As a result, I will be closing this case today, Thursday, October 3. Thank you for your support of Microsoft and Microsoft products. I hope you will continue to be a valued customer!

This concludes my report.

Thank you.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Final Consumer Response /* (2000, 8, 2013/10/04) */

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

Review: I had windows 8 which I begin to hate 7 was so much easier, I had to redo system and hard drive just before Xmas, now when were watching TV it keeps saying will not activate, purchased from Microsoft, [redacted] and tech for Microsoft were written but been another two weeks so trying here again, I did talk to support after trying to use special wording to bring up activation by phone windows, but she said even though it was bought through microsoft key she did not recongize it and thus could not help making this even more stressful on a disabled senior and microsoft customer since around 95.

I want the working operating system to work, bunch of junk hassles and stress now, I paid for a operating system want and need that to work, not sure why Microsoft tech after all this has gone through said she could not locate key info on her end, why, I need it to watch tv as its on my home theater computer.Desired Settlement: I want a working operating system. It is was I thought they sold me. Why the hassle just to reload it every darn time stupid stress me out hard on my blood pressure etc. hope this gets help finally.

Review: have called several times sent e-mail to the type 2 Tech. and have not received his support. However I have been billed on my visa. My case number is XXXXXXXXXXDesired Settlement: Either finish what you started or return my $107.99 on my visa account.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/06) */

May 6, 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 your computer. I understand from the report filed that you were facing issues installing windows updates for Windows Vista. You were charged a fee for support, however your issues were not resolved.

On May 4, 2013, [redacted] reached out to you and was able to resolve your issues and help install updates to 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 customer.

Sincerely,

[redacted] S.

Senior Advocacy Specialist GetHelp Customer and Partner Advocacy

Consumer's Final Response /* (2000, 7, 2013/05/09) */

In reference to your e-mail below, I am satisfied with the outcome. My case should be closed and no further action required.

If this e-mail does no do the job please let me know. I hate following your government procedures. No wonder we pay so much.

Thanks

Review: I have used Microsoft Office for years and recently signed up for the trial with the full intention to buy a subscription to Office 365. One of the big selling points was the ability to install Office 2011 on my Mac. After installing it I tried accessing the thousands of online clip art images that are supposed to come with this purchase only to find out that the "online" button in the software redirects me to a website that has not been functional for years. Between chatting online and calling I spoke with 4 different individuals before I could find anyone that supports the Mac version. And she knew less about that software than I did already. She looked at the "dead" website and saw that it mentioned using Bing images search to find clip art. The problem is, that isn't what I'm paying for. That has the potential for me getting a hold of copyrighted images as well and doesn't seem like a good thing for Microsoft to be advocating for. She finally basically just suggested that the Mac version doesn't support getting clip art from Office.com. If that is the case, why would the "online" button still exist in the CURRENT version of the software and why does support not know the Office suite better than I do?Desired Settlement: First and foremost I want an assurance that my support history will be looked into and the person I spoke with at Office for Mac support will be better trained to actually know how to use the software she supports. Next I want to be able to speak with someone who really does know what they are talking about that can help me with this issue. Finally I want an apology for how difficult it is to BUY a product from Microsoft.

Review: ordered backup dvd 03/12/2013, never received

reordered backup dvd 03/29/2013, never received

spoke to [redacted] request XXXXXXXXXX), requested a refund, she wants to send again, I just want a refund, taking way too long. I asked again if product could be sent to my PO Box or require a signature, but was denied. Where do we go from here? This is a little crazy.

Desired Settlement: full refund for product not received or ship product and require a signature

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/11) */

1348 [redacted]

Aurora, CO XXXXX

Revdex.com Case: XXXXXXXX

Dear Mr. [redacted],

My name is [redacted] with the [redacted] and Partner Advocacy Team here at Microsoft.

We have received a copy of your report filed with the Revdex.com. We apologize for the difficulties you have experienced with acquiring a backup DVD for Windows 8. Thank you for allowing us the opportunity to assist and we welcome the opportunity to work with you to resolve this situation. I will engage our internal escalation team to request their assistance with this issue.

My role with this issue is to monitor the progress to ensure it moves forward. I will continue to monitor and drive this escalation and follow up with you as soon as I receive any additional information on the progress of this case. If you have any questions about the status of this issue or have additional information I should be aware of, please "reply all" to this email. If I have stated anything incorrectly above please do help me provide more accurate information.

Sincerely,

[redacted] and Partner Advocacy

Microsoft Corporation

1 [redacted]

Redmond, WA XXXXX

Business' Final Response /* (-10, 8, 2013/04/17) */

1348 [redacted]

Aurora, CO XXXXX

Revdex.com Case: XXXXXXXX

Dear Mr. [redacted],

My name is [redacted] with the [redacted] and Partner Advocacy Team here at Microsoft.

I just wanted to follow up with you on this issue. As per our email conversation, you have confirmed that the issue has been resolved and you have received the backup copy of Windows 8. As that no further actions are required from our team for this issue, I will move forward in archiving this case.

Thank you for allowing us the opportunity to assist and we welcome the opportunity to work with you to resolve this situation.

Sincerely,

[redacted] and Partner Advocacy

Microsoft Corporation

1 [redacted]

Redmond, WA XXXXX

Review: I've been locked out of my Microsoft account since Thursday evening. My complaint was escalated to the advocacy team Friday morning at 6AM ET and I was told to expect a 72 hour turnaround to resolve this. It's been 96 hours and counting. Attempts to get answers from Customer Support have netted me generic blanket responses such as "Be patient" or "Try again tomorrow"Desired Settlement: Access to my account and the features I've paid for.

Review: I have desk top computer Compaq that I purchased 2012 and I don't have problems until yesterday Aug XX XXXX.the connection problem come in after update window 7 and today (Aug XX XXXX)start to contact msn customer service start 1:30 PM tX XX:XXPMbut can't not connected internet who is supervise name is Batra Rahul and more then 10 customer service people gave us long information and some one tell my son install spXXXXX but 20 times try to installed but not workback even he tell us call us back within 30M but never call . connect to call 10 hours and more then 10 difference custom service people inform wrong so we spent 10 hours with customer service phone and 2 times want to connect to super vice but they disconnected phone after we waiting 40-1 hours, we are so stress for all this afternoon and evening , finally my son ([redacted]0 saucing the internet find out the connection we solve the problems our self 11:15 PM . the customer service people are don't have enough knowledge and transfer phone to phone people to people around 10 hours. we wasting 10 hours with them but solve problems our self.

Product_Or_Service: Window 7Desired Settlement: DesiredSettlementID: Other (requires explanation)

I WANT TO THEY PAY BACK OUR TIME 10 HOURS X BASIC PAYMENT PER HOUR $ 12.00and they can hire my son (15 years old) to work customer service for part time work , He will be provide better service to customer .total payment : $ 120.00pay to : [redacted] NamMailing address: PO [redacted] ,Vernon [redacted] ,ILXXXXX E- [redacted]@hotmail.comt- X-XXX-XXX-XXXXcc: Mr. [redacted]

A word of advice... if you plan on saving your card information for future purchases use a throwaway credit or loadable debit card on their Microsoft Store. You may think you're using a free application downloaded from the Store and they ask you to log in with your Live account and then they charge your card for the full paid for version. When contacted about the unintended purchase they give you the runaround hoping you'll give up in exasperation. One agent told me I had to go to my bank to get an unintended $7.99 charge taken off. This is exactly what I am doing here. I can only imagine how many people let these small unintended charges go after trying to deal with customer service.

I neither laud or decry their business as Windows still makes up 90% of the operating systems in use. I am only trying to help out in saving others from the frustration I went through. Needless to say I filed a complaint against them which is still pending. To people living on thin margins, these charges can result in hundreds of dollars in overdraft fees.

Review: In an attempt to order a product multiple times, and failing, Microsoft proceeded to authorize a transaction against my credit card without my approval. They refused to refund my funds until I received the product and returned said product. They refused to expedite the return shipping process as well. The associate I was in contact with advised that once the product was shipped (scanned in by [redacted]), I would receive my refund. I shipped the product back on 11/14/13 (I have and sent proof of the [redacted] electronic record of this) and have tried numerous times to contact the rep, [redacted], I was e-mailing with to see where my refund was. The rep never returned my e-mails. Today is 11/19/13, and I still don't have my refund or any contact from Microsoft following up on the situation. To summarize: 1.)Unauthorized Transaction against my bank account 2.)Unwilling to expedite getting my funds back 3.)Still no refund or contact regarding my refund.Desired Settlement: I want my refund immediately and I want someone to apologize, sincerely, for what I have gone through. I want the $4.00 my bank charged me for taking a checking account advance because Microsoft had my money. I would also like to have a reason why Microsoft treats loyal customers this way.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/02) */

On 11/20/13 Microsoft Support engaged the customer to confirm the details of the Revdex.com complaint. On 11/22/13 Microsoft issued the customer a refund via mail [redacted] First Class) and as of 11/26, the customer has not received the refund. Microsoft Support and the customer will connect again on 12/3 to confirm the status of the refund.

Review: I have maintained a hotmail account for years and then now Microsoft decides to prompt security questions before allowing me to log in. I signed up for this account about 10 years ago. I am unable to answer their security questions because I haven't used the account in a while. The inbox contains important emails that I would like to properly recover and Microsoft is not offering a way to get my access back to this account. It is unfair that I have years of personal emails in this account that I would like to continue to have access to, yet Microsoft does not allow any way for me to recover my account. My only hope is that with my filing with you Revdex.com at least maybe a human will get to read my case to then manually intervene and give me access to my account again. Last but not least the account that I'm trying to recover is [redacted]@hotmail.com. I respect that Microsoft wants to keep everything protected and secure but they have completely disregarded customers who have been using them for many many years and their security practices leave no room for old users who decide to come back to start using the service to recover their account and recover old emails that are special and important and represent memories from the past that no one can give back.Desired Settlement: I am looking to gain access to my account again. I am okay with them reaching out to me to find out I am who I claim to be and that account really belongs to me. I just want my email account back.

Review: Microsoft locked the product key to my copy of Office Pro 2010 which is a valid copy made by Microsoft and bought at a major retail store September 2010. They claim the key has been used elsewhere and now is locked (unusable). I have the OEM DVD, certificate of authenticity, and proof of license which was used nearly 4 years ago. Our company has a license for each computer in our office and has never violated any of Microsoft's rules or broken any laws, yet they refuse to give me working key to enable our software. After spending 5 hours being transferred around, placed on hold, and given the run around, I was finally told to fill out an online form which they claimed would resolve this matter within 24 hours. We've now exceeded that time frame. There suggest, spend another $240 on software and all this will go away. What about the $240 I already spent?Desired Settlement: I'd like what I paid for, working software and now an apology for their actions.

Review: I purchased Microsoft Office for my son's laptop using my credit card. I was to be charged $10.59 per month for the service. The program NEVER downloaded even though he tried several times. We tried calling the customer support number and only received a recording. Even though it never downloaded, I still got billed for the service. He cancel the service through his laptop, however I continued to get billed for it. I called the phone number listed on my credit card statement for Microsoft and was told I would need to give them a code sent to my son's e-mail address to cancel the service. When I called back a few days later with the code, they said that code was only good for 5 minutes and I would need a new code. They never told me the code was only good for 5 minutes! My son works days and I work nights and I do not have my son's e-mail password. I feel they are giving me the run-around in order to keep billing me for a service I never received.Desired Settlement: I want the service canceled immediately and a refund to my credit card for all the months I was billed for a service that was never received!!

Review: I purchased the Microsoft Band. The product comes with a one year warranty against defects in workmanship. Separately, I purchased Microsoft Complete, an extended warranty option that adds one additional month of warranty against defects in workmanship, and a one-time replacement for physical damage to the unit for issues outside of the warranty. The battery covers on the device, which is advertised as water resistant (safe for washing hands, rain, snow, sweat, and splashes), are separating, exposing the compartment where the Li-Ion battery is housed. Microsoft says that since there is no "safety concerns", if I want to replace the unit, I must do so under the one-time replacement. My concerns are not that there is a safety concern, my concerns are that the batteries health and longevity are doomed if dirt, dust, and moisture are allowed to get to it. Microsoft refuses to replace the unit, inconsistently stating that it is cosmetic damage, normal wear and use, a defect, and/or working as designed.Desired Settlement: I want my device replaced under the factory warranty with a new, or like new refurbished device, as stated in their warranty.

Review: I have a email address with [redacted]@hotmail.com. I have been trying to get this account fixed for 8 Months. [redacted] the head of Hotmail promised to assist me. After 6 emails he blew me off ignored repeated emails. [redacted] In the office of the president also promised to see that the trouble was fixed. He also blew me off. I was sent a email saying my account was reassigned to product support. They say they fixed my email address. The fact remains they only made the problem worse by deleting the wrong account and causing the account to be blocked. I can not retrieve any emails out of this account. I called the Head quarters and the receptionist refused to transfer me to any one and wished me a great day. Microsoft has lost focus of the consumer. They have shown me they could not care less about me. Desired Settlement: I want Microsoft to follow through and fix the trouble. When they make a promise keep your word.

I want a phone call so I can explain the trouble so they can understand and fix my account. XXX-XXX-XXXX

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/02) */

May 2, 2013

[redacted] St [redacted] CA XXXXX

RE: Revdex.com Case #XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com, regarding your issue of not being able to log into your Hotmail account: [redacted]@hotmail.com was forwarded to Microsoft on Tuesday, April 23.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update before the May 3 deadline.

I engaged our escalation team to assist on your case. Extensive research is being conducted on this case and my escalation specialist, [redacted], has initiated contact by leaving you a voice message on May 1. In your email reply to me on May 1, you stated that you will be able to contact [redacted] next week (May 6 - 10). I highly recommend that you call [redacted] in advance to schedule the day/time to work on your case.

I look forward to hearing the progression of your case from [redacted] next week.

Thank you.

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

1 [redacted] WA XXXXX

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

Consumer's Final Response /* (4200, 12, 2013/05/28) */

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

I contacted Microsoft In october. All I got from this company was broken promises. No one within Microsoft really gets the real picture. When you say you will do something you follow through with your promise. [redacted] they both dropped the ball here. no one even seemed to care about that. They avoided the real problem. The fact that It took 6 months and a complaint to the Revdex.com for them to give me a response. A good caring company would have followed up with a phone call to attempt to rectify the problem. No one ever called. No one knew what they were doing with this until they messed the account up so bad they could not fix it. They hide behind a computer so they don't have to deal with the "angry" customer. Truth is here I NEVER expected Microsoft to fix this. All I wanted was for someone to show a little concern by calling and having a reasonable conversation with these folks,and having someone say "we will look into why the others dropped the ball. All companies have a customer support team to handle things like this. I have a company I oversee that has over 1,000,000.00 Invested with Microsoft products. Our board was shocked with this. What do they think is going to happen when the contract is up? My point is this loose one customer like this can cost a business a lot of money. Getting back to my rebuttal. If they had called possibly we could have worked together to come to either a solution or a understanding. 2. When I called the switchboard the lady should have been able to get me to someone Neither of these complaints have been addressed. 3. The response that was given to me here was more than I got through any email.

There has been no resolution to this. Again as expected just blown off as a "free account" (who cares)Thats the way I see this.

Business' Final Response /* (4000, 10, 2013/05/20) */

May 20, 2013

[redacted] St [redacted] CA XXXXX

RE: Revdex.com Case #XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com, regarding your issue of not being able to log into your Hotmail account: [redacted]@hotmail.com was forwarded to Microsoft on Tuesday, April 23.

This case had multiple layers to investigate. Our escalation team researched each element and explored all avenues to regain access to your original account (first instance of [redacted]@hotmail.com) and merge all existing accounts into one single account ([redacted]@outlook.com). Although we were able to merge all accounts into one single account, we were unable to restore the original contacts and emails from your original account.

I sent an email to you on Friday, May 17, to directly communicate this information to you. As no further action can be taken at this time, this case will be archived today, May 20.

This concludes our report.

Thank you.

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

1 [redacted] WA XXXXX

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

Review: Microsoft does not let you buy songs like [redacted], 1 song at a time. You have to buy a minimum order, then end up with extra points/cents that can't purcahse anything. Now, it appears I can't even buy music anymore. They kind of closed their music division. They have had my cents for almost a decade, including them earning interest, but they won't refund my money. It's my money, they had it 10 years and basically don't offer the product anymore. I bought music, not games. I don't have a game system to buy anything and can't buy anything with my remaining cents. Desired Settlement: Please simply refund my money to my account, which I think has changed since it was 10 years ago.

Business

Response:

Initial Business Response /* (1000, 5, 2014/03/19) */

This complaint does not belong to Business Service Center.

Review: I purchased the 2011 Microsoft Office for Mac in 2011. I have installed it on my laptop and used it until the recent apple update which created a problem on my drive. I reinstalled my disc from microsoft and went to the key gen site and put in my PIN on the card as the instructions said. The site said I had already downloaded the key for one computer. I called the company to settle the issue and was passed from office to office for over an hour and then given a survey number rather than a real number to solve my issue.Desired Settlement: $1000 for frustration in trying to get my product with a unique pin to be reinstalled on my computer.

Review: I am unable to access my email and have contacted numerous times their customer support number and spoke to at least 10 different agents including chats with online representatives and no one has been able to help me recover my email. I was given the option to help recover my email by giving an alternate email and have yet to hear back from them and they state that it takes about 24 hours for them to respond. I have never dealt with such incompetent people in my life. This is beyond ridiculous how a simple problem cannot get resolved by such a well known company. My view on this company has changed tremendously for the worst and I will indeed spread the word on how incompetent its emaployees are. Desired Settlement: I want to be able to recover my email.

Review: I purchased a digital download copy of windows 8 to upgrade my computer from xp I attempted the install and it appeard to work until it got to the last step rebooting the computer to add the change I got a error indicating a fail I contacted microsoft at which point they indicated windows 8 could not be installed from xp with a digital download no where in the purchase agreement does it say anything like that microsoft is now telling me to get the upgrade down I have one of two options 1. return the down load copy and then go buy a hard copy for considerably more money or 2.borrow a friends computer to do some sort of media boot file technical troubleshooting of which I have no experience. Desired Settlement: im am seeking microsoft to either send a tech out to fix the issue or a hard copy of the upgrade. they should not offer the download for online purchase if they cannot succesfully deliver the installation with ease to all of thier OS platforms.