Microsoft Corporation

Review: I was informed that I would require a code to log in to my hotmail account. I have had this account for years and have They require extra security? I contacted them via phone to get the code as they didn't send it via text. After an hour on the phone with a rep. I was advised that they couldn't get the code to work and they have now blocked my hotmail acct. and I would need to speak to a technician at a cost of $99.00 to fix this issue. I cannot afford this and as they can manipulate this issue I feel I am being taken advantage of and they now hold my hotmail acct. hostage. I have confirmed that there is nothing wrong with my computer. Desired Settlement: I would like them to correct this issue that they created at no cost.

Business

Response:

Initial Business Response /* (1000, 5, 2013/08/22) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in gaining access to your @hotmail accounts. Once I received your request, I reached out to our escalation team for assistance. I can see from the case notes that you were able to successfully regain access to your account - I am glad to know that we were able to help!

As the issue has been resolved, we are now considering this case closed.

Thank you for contacting us, and take care!

Sr. Advocacy Specialist

Microsoft Corporation

Review: My email has been hacked and I am not able to file my complaint because the current process requires me to log in. I am not able to do that because my account has been hacked and my information has been changed. My password, security questions and alternate email are not what I used to create the account. Windows live offers NO support or assistance to me while my personal information is being taken. Numerous tries have not been successful in correcting the issue. This has been going on for a week. Desired Settlement: I need access to my account so I can recover folders and emails. I also need contact information until I can move my information to a secure location.

Business

Response:

Initial Business Response /* (1000, 6, 2013/08/12) */

Hi Ms. [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in gaining access to your @msn.com account. Once I received your request, I reached out to our escalation team for assistance. The escalation team then contacted you and informed you of the next steps and that the 30-day wait is a security design that we cannot bypass, and your account has been blocked in the meantime to prevent unwanted access to your account via the current security information. After the 30-day wait, the enabled two-step verification and good proof(s) on the account will be a security measure that will help prevent against future hacking, as long as the info is kept up-to-date. For more information on this process, please go to: http://windows.microsoft.com/en-us/windows/two-step-verification-faq.

As you are aware of the next steps, we are now considering this case closed as no further action is required.

Thank you for contacting us,

Sr. Advocacy Specialist

Microsoft Corporation

Final Consumer Response /* (4200, 12, 2013/08/27) */

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

Because I have provided proof that this is my email several times and I don't understand why you insist on leaving incorrect information on an account when proof of ownership has already been proven several times. EXTREMELY poor service.

Final Business Response /* (4000, 14, 2013/09/09) */

Hi Ms. [redacted],

I have received the additional correspondence you submitted through the Revdex.com.

As stated before, there unfortunately isn't a way for us to bypass or workaround the 30-day wait. This process is outlined in http://windows.microsoft.com/en-us/windows/two-step-verification-faq under "I turned on two-step verification, but I no longer use the same alternate contact info. What do I do?"

However, since the wait period has passed, your account is unblocked. Please try to access your account. If you have any questions, please feel free to let us know. I will leave this case open until 9/16.

Thank you,

Sr. Advocacy Specialist

Microsoft Corporation

Review: When viewing a YouTube video, notice after the video end that the screen goes black then comes back on if its an advertisement video. However, the after the real video ends, the screen blacks out and logs user off the computer. The problem is in Windows 8.1. Another issue is that they are not informing other Network database companies like Facebook that Internet 10 is built in and keeps displaying Flash Player Needed Upgrade which I have already. Microsoft shows no communication skills what's so ever.Desired Settlement: Fix it.

Review: on 1/17/2014 I purchased access 2013 from [redacted] in Encino CAlifornia Tel XXX XXX XXXX

When I tried to install it I wasn't able to get on the Microsoft web site. I struggled for 2 days talking to tired overworked people in India who were not able to help me get access to Microsoft website because of some password/code issue. I have tried everything.

This is insane.

I payed a lot of money for something I cannot use. I lost 2 days trying to get access 2013 to work.

Desired Settlement: Please send me a cd with Microsoft access 2013 and have [redacted] Call me at XXX XXX XXXX and apologize.

Review: I have an email account with Hotmail ([redacted]@hotmail.com) that I have been getting inappropriate junk email included solicitations and [redacted]. I have reported this many times to Hotmail with no resolve. Finally I tried to close the account for over a month and was told I am to able to. I contacted Microsoft [redacted] support and was transferred 5 different times and spent more that 30 minutes on the phone and was told that there was no way for me to close the account unless I close my Microsoft Office Home and Student 2013 account because the Hotmail email account is linked to it. Once that account is closed then and only then I could close the Hotmail account. I was then told that I would have to purchase a new Microsoft Office account which I have had less than a year because it was not possible to to just switch the email account associated with my Microsoft Office account.Desired Settlement: I want to hotmail account ([redacted]@hotmail.com) closed and removed from my Microsoft Office Home and Student 2013 removed.

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.

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: 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: bought [redacted] lumia 925 (imei XXXXXXXXXXXXXXX) at full price from [redacted],

did not find the signal strength adequate at home so cancelled the contract. when the phone had wifi connectivity issues, [redacted] asked me to approach [redacted] as I donot have a contract with them anymore. I had send the phone to [redacted] twice to get it fixed. on the second time around they returned me a different phone with a broken screen and a warped back.

when I got back to [redacted]. I was advised to send in some pics, which I did and they processed a return for me.

this time around they send me a lumia 520 phone shell. which a much different model than mine.

when I tried to call and get my complaint registered for the nth time. they promise me everyday someone will get back to me by the end of the day but no one get backs to me.

I have on call with the phone support almost daily for more than a month..Desired Settlement: return my nokia lumia 925 fixed.

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.

1. My computer was suddenly attacked with Malware. Windows Defender said "Everything is ok with your computer"

2. I use Google Chrome. For security it's recommended that I delete my browsing History. I choose the "from the beginning of time" option. Microsoft Word got deleted

--rather, all my documents now appear in Office and Word online. The Ofice documents are frozen. In order to Activate the documents I have to pay Microsoft.

3. I sent a letter to Microsoft in Redmond. I got an email that suggests they never read my letter. I told them I don't want Office. So they email me an advertisement for Office.

4. Chat with a technician. Unlike online, where they told me my product key was wrong, these technicians said it was right. However this took about 4 hours total to get to the stage of declaring that the email I used was indeed the right one when I installed Word.

5. Remote assistance. I thought

Good! finally if they look at all my documents online , it would be clear that I bought Word, which they would restore. Not so! When you go into

Remote Assistance and give your security code, a small window comes down with the Word "Run" For some reason, when I cllicked on Run--it did nothing. It was dead. How did the 2 successive technicians react when this happened? Each one ran away. They didn't want to deal with this. They closed their window and gave me a key to type that took me to a screen where I'd have to start all over verifying my customer ID

I figured out after these 3 chat technicians--who never bothered to read the information I copied from WordPad and pasted to them --I concluded that I don't want these people working inside my computer. They are worse than incompetent.

Review:

To: Revdex.comureau

POB-1000 Station Dr. [redacted]

DuPort, WA XXXXX

Fr: [redacted] C [redacted] PA XXXXX

[redacted]@yahoo.com

Sub: Microsoft

Ref: Enclosed Documents/e-mails Copy of letter to MicroSoft

Sirs:

Please review my case against MicroSoft which has refused to send to me my copy of Windows7 ultimate which I did pay for ($238.44)

The short story is that MicroSoft ran a special in which if you paid fur the new Windows7 operating system BEFORE it actually came out on the market; then you would be able to receive two Operating systems; the immediate one would be Wmdows Vista which was currently on the market. And later hen Windows7 came out I would receive it also.

Well, I was running Windows XP at the time and I wanted to UpGrade to Windows7 in the near future. was not happy with the reports of the poor performance ofVista so did not purchase it. But, when Microsoft advertised that I could get both Window Vista and Windows7 as a package deal decided to go for it.

I then ordered directly from MS Windows Vista Ultimate and received it immediately. Yes, the review ere correct about Vista; it is very slow even after I updated it with their Service packs.

So, as the time approached for Win7 to come out I got a e-mail from MS and it is included herein.

BUT

here is where the Trickery comes in: I was refused my copy of Win7 because they said I requested it to late!

I respectfully request that you contact MS and either they send me a copy ofWmdows7 Ultimate or refund back to me one-half of my original total purchase price $238.44/2=$ll9.22. My preference is the Software. 32 Biz

In the interim I purchased Windows 8 (another special) and do not like it and want my original copy of Windows 7 Ultimate due to me which I paid for.

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

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/26) */

PO BOX [redacted]

Palmerton, PA XXXXX

Revdex.com Case: XXXXXXXX

Dear Mr. [redacted],

My name is [redacted] with the Customer 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 copy of Windows 7 Ultimate that you purchased as an upgrade option for Windows Vista package deal. Thank you for allowing us the opportunity to assist and we welcome the opportunity to work with you to resolve this situation. I understand that you have made attempts through our other departments and have been unsuccessful. 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,

Customer and Partner Advocacy

Microsoft Corporation

1 [redacted]

Redmond, WA XXXXX

Consumer's Final Response /* (2000, 7, 2013/04/30) */

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

Sirs, 30 April 2013

The below copy/paste e-mail from: [redacted]

Global Escalation Engineer would "indicate" to me that MicroSoft will send me a copy of Windows7 Ultimate 32Bit software OS.

However, if I do not receive the Product then I will refile. You may edit per your Revdex.com policy

===============================================

================================================

From: Chuckster

To: Frontier Team - Windows HOT

Sent: Monday, April 29, XXXX X:XX PM

Subject: Re: SRXXXXXXXXXXXID - HOT\Revdex.com\Win7 - Unable to get Windows 7 from upgrade offer

[redacted],                     ...⇄ 29 April 2013

   

Yes, all is correct-

thank you,

PS  be sure it is 32Bit

and again thank you

[redacted] C [redacted] lane

Palmerton, PA  XXXXX

XXX-XXX-XXXX

From: Frontier Team - Windows HOT

To: chuckster

Sent: Monday, April 29, XXXX X:XX PM

Subject: RE: SRXXXXXXXXXXXID - HOT\Revdex.com\Win7 - Unable to get Windows 7 from upgrade offer

Mr. [redacted],

 

I have the information, and can send you the Windows 7 Ultimate as you have requested. Please verify if the following is correct:

 

[redacted] Lane

Palmerton, PA

XXXXX

XXX-XXX-XXXX

 

I can have this sent out today if replied to by 3:30PM CST, or next business day if after this time.

Thanks,

Global Escalation Engineer

 

 

 

Review: My husband purchased Office 365 and installed it on his computer. On May 5, 2013, I installed it on two computers running Windows 7. On May 6, I called tech support because the computers were not synchronizing email. Over the past 17 days I have worked with 8 technicians. Several of them have claimed the previous techs made mistakes and corrupted my files. Others told me they would handle my problem and call me back. Then, the next day a new person called and we started all over again. This happened several times. Yesterday, an Escalation Research Team supervisor told me she would call me back, and never did. She left me with all of my contacts (over 1,000) in email format, and no calendar.

I uninstalled Office 2013 from the two computers and cancelled the account. Customer Service said they will refund $20, but will not compensate me for my time (worth over $5,000). I felt the least they could do was to provide my husband with a complimentary copy of Office 2013 for his computer - the only one on which it works. I was told that was not "not gonna happen".

I reinstalled Office 2010 on two computers and now I am having a few small issues that would take a technician a couple of moments to fix. Tech Services informs me it will cost $99-$149 to get my computers back to the way they were before Microsoft technicians screwed them up. When I told the technician I didn't think I should be charged, he laughed.

Desired Settlement: Tech support to fix my older product: Office 2010 and a Key Code for one copy of Office 2013

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/31) */

On 5/23 Microsoft Support contacted the customer and began to assist her with the technical issues reported. Microsoft Support has addressed multiple issues and is keeping the computer under observation to confirm resolution. Microsoft Support continues to work with the customer to address issues with performance and functionality. Additionally, Microsoft Support provided customer with Office Professional 2013 as a goodwill gesture. Microsoft Support and the customer are scheduled to work together again on 5/31.

Consumer's Final Response /* (2000, 12, 2013/06/12) */

This case is now closed. Senior Advocacy Specialist [redacted] and Global Escalation Team Engineer [redacted] very extremely professional and attentive. They solved all my technical problems.

I would like to thank the Revdex.com for your service. It is wonderful to know that you really do support and protect our citizens.

Business' Final Response /* (4000, 9, 2013/06/12) */

On June 11th, Microsoft Support was able to connect with the customer and assist with resolving the remaining issues. The customer has confirmed the resolution and has provided permission for closure. Thank you

Review: Paid over $100.00 for Office Home and Student 2010 family pack - 3 use. I downloaded it on a desk top which recently crashed. I purchased a laptop to replace it, did not like the laptop so I returned it for a new desk top. I have tried to download Office on to the 3rd computer and will not let me activate because it says I have used all three. which I have not! I tried telephone support they say they can help me but want another $99.00 dollars to get it activated. I do not fell this is right. I purchased your product putting my trust in that fact I would get what I paid for; three uses. I have only been able to activate it twice. I have tried online and telephone support. They say I need to pay $99 for them to fix the issue because I am past the 90 day warranty. I feel this is not right. I PAID for a three use disk and only get two uses and now they want more money.

My product key is: [redacted]Desired Settlement: Just want the product to work.

Business

Response:

Final Consumer Response /* (2000, 5, 2014/07/22) */

From: [redacted]@yahoo.com [mailto:[redacted]@yahoo.com]

Sent: Tuesday, July 22, 2014 8:31 AM

To: Revdex.com

Subject: [SPAM] Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-X-XXXX)

Importance: Low

Thank you for the quick reply. You can close the case out; I was able to get the situation resolved.

Review: WE bought a new computer with windows 8 os and could not open email attachments we confacted Microsoft and were told we had to purchase Microsoft office or install an older version of office that we had previously purchased after installing our already purchased version of office our computer still would not allow us to open attachments when we called Microsoft we were told in order for us to be able to get this problem addressed we would have to pay 100 dollars which is almost as much as purchasing the new version of office I have owned windows 3.3 95 98 xp vista all of which were paid for and so was office with most of them now they want to force me to pay again for something I already paid for I feel this is ridiculous and wrong and should be illegalDesired Settlement: while we were on the phone with one of the techs he started to walk us through the fix for the problem when the line went dead when we called back we were told by another person that we would have to pay 100 dollars to fix it I would like to be able to use the products that I already paid for without having to pay for them again

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/15) */

June 14, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Ms. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Thursday, June 6th regarding the email attachment issue that you are experiencing with Outlook 2013

Ali, a Global Escalation Engineer, contacted you on Monday, June 10th to work with you on this, but since you were leaving on a 10 day trip, he is scheduled to call you back regarding this when you return.

I will continue to monitor the progress of this issue until it is resolved and will follow up with you as well when you return.

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/Customer and Partner Advocacy - North America

Microsoft Corporation

Business' Final Response /* (-10, 7, 2013/06/28) */

Hello [redacted],

As scheduled our Escalation Engineer has connected with you this morning and confirmed that your issue of not being able to open some attachments has not returned. The Engineer has also fixed the issue related to popups and advertisement on your PC due to adware. With that said you confirmed that we can now close this case.

Thank you and have a great day!

Microsoft

Review: A recent upgrade from windows 8 to windows 8.1 has made an inferior product almost useless in its ability to functionDesired Settlement: I would like windows 8 and windows 8.1 removed or downgraded to windows 7 or an earlier windows product that functions without the numerous problems I am experiencing.

Business

Response:

Initial Business Response /* (1000, 6, 2013/11/22) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in gaining downgrading from Windows 8.1. Once I received your request, I sent you a link to information http://support.microsoft.com/kb/2832566 on what next steps to take.

As I haven't received a response from you after sending the link to you, we are presuming you have all you need and consider this case closed.

Thank you for contacting us,

Advocacy Manager

GetHelp - Customer and Field Advocacy

________________________________________

From:[redacted]@microsoft.com

Sent:11/19/2013 6:48:16 PM

To:[redacted]@yahoo.com

CC:[redacted]@microsoft.com;[redacted]@microsoft.com;[redacted]@yahoo.com

Subject:Re: [redacted] Windows 8.1 10772396 RS

Hi [redacted],

Just following up to make sure you received this link: http://support.microsoft.com/kb/2832566

Thanks, and I will follow up on 11/22.

Advocacy Manager

GetHelp - Customer and Field Advocacy

________________________________________

From:[redacted]@microsoft.com

Sent:11/18/2013 3:40:53 PM

To:[redacted]@yahoo.com;[redacted]@microsoft.com

CC:[redacted]@microsoft.com;[redacted]@microsoft.com;[redacted]@yahoo.com

Subject:Re: [redacted] Windows 8.1 10772396 RS

Hi [redacted],

Thank you for the email and apologies if you didn't receive the link. Please see this page: http://support.microsoft.com/kb/2832566

Thank you, and I will follow up on 11/19.

Advocacy Manager

GetHelp - Customer and Field Advocacy

______________________________________

From:[redacted]@microsoft.com

Sent:11/15/2013 10:02:26 PM

To:[redacted]@yahoo.com;[redacted]@microsoft.com

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Windows 8.1 10772396 RS

Hi [redacted],

Thank you for the email and apologies if you didn't receive the link. Please see this page: http://support.microsoft.com/kb/2832566

Thank you, and I will follow up on 11/19.

Advocacy Manager

GetHelp - Customer and Field Advocacy

Review: Return Request Details:

Order ID: XXXXXXXXXXX

Order Date: November 28, 2013

Return Reference Number: XXXXXXXXX

I returned an item purchased online to Microsoft Store in Arlington, VA. I was informed that the return will be processed within 10 business days. I still have not gotten a refund. I chatted online with Microsoft Store rep, and they were unable to help. They are also unable to provide me an email or phone to contact them about this specific issue. Instead, directing me to their general customer support phone. I should be not taking this much effort to get a refund for a product that I already returned almost a month ago.

Desired Settlement: Refund my purchase as promised.

Review: In November 2013, my fiance and I purchased two Xbox's in the amount of 1000.00 plus tax. I am very displeased with the purchases. Within 90 days my controller stopped working, so I went and purchased another one at 65.00. My Xbox was making a horrible sound in which has been a common problem with these devices. I had to send it back to the company. My mic is not working it has a short or something, this is also a known problem after looking on Microsoft forums, so this was another $25. Desired Settlement: I am seeking a new controller and mic or refunded for the new ones that I had to purchase. I should not have to pay for a new controller and mic within 90 days. I'm very displeased with this purchase. I purchased a Xbox 360 3 years ago with no problem. After browsing the Microsoft forums a lot of people are having these same issues. People that I play with are having this same issue also. I feel that I got a defective product and it was not cheap, I feel ripped off at this point.

Review: I Contacted Microsoft Tech Dept over a minor software malfunction on April 25, 2014. Four different techs worked on my computer at different times, for at least 50 hours via the internet. Each time a tech worked on my computer the problems got worse.At this point my computer is useless. I wrote to the Microsoft headquarters on May 28, 2014. They were not even courteous enough to respond to my request for help. The end result is that I had to buy a new computer because:

1. Bills and other financial transactions are

done via computer

2. My part time employment requires a computer

and being without a computer for an extended period of time had become a hardship. My now useless computer worked fine aside from a minor glitch. I could have continued to use it that way. I had no idea that the Microsoft Techs would turn a minor annoyance into a major disaster. Had I known I would have just left everything the way it was. I would have had a working computer and would not have had to buy a new one....Documentation of work with TECHS and my letter to Microsoft is available if needed.Desired Settlement: After 50+ hours online with Microsoft Techs, and now a useless computer, I had no choice but to purchase a new computer. The computer cost:

$429.99

+ 34.83 Tax

_____________

$464.82 Total

I feel this is a fair settlement. Microsoft can have my old, useless computer and the Windows 7 discs which they sent. Those discs would not have had to be sent if the Techs had not destroyed my computer.

Review: I attempted to contact Microsoft support 10 total times over a 4 day period regarding an issue with my email address ([redacted]@outlook.com) and assigning it as an "alias". The first 4-5 times I contacted, I got terrible help (in the sense that the reps didn't understand my problem and kept telling me the wrong solutions). When I finally spoke to a "supervisor" named [redacted] was not only unhelpful, but refused to escalate my issue to the tier 2/3 team as I had requested and didn't even acknowledge my complaints about the poor service from the reps he supervised. After 5 additional contacts and 4 days of waiting, I still have no response or resolution on my escalation tickets. I was promised a contact within 24 hours that I have never received despite providing the correct contact information. I cannot get any measure of reasonable support from microsoft at this time.

the only person who've provided meaningful help to me has been [redacted] but even then she was not able to put me in touch with the appropriate parties or secure a resolution for my issue. She did try, though she was the only one out of 10 that did.Desired Settlement: As a loyal paying customer of 10 years, I want some form of compensation (in the form of products or services) provided at a discount/no cost due to completely terrible treatment I have received.

I want my email address reinstated and properly associated to my account, which was the original point of my request for support.