Microsoft Corporation

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

 

 

 

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: I have a copy of Microsoft windows 7 premium home edition installed on my laptop. the program is telling me that the key is not valid, this is the same key that has been on the system since it was installed by [redacted]. I went on their website and had them verify that this was indeed a genuine copy of windows. I contacted Microsoft to have them alleviate the problem. they wanted to know what the key was but I explained that I could not read the key off the sticker on the bottom of the laptop because it was worn off. I was told that even though they still service this program the cannot give me a new key, instead they tried to sell me a windows 8 or a service agreement for $99.00 dollars, which amazingly they could fix my problem once I purchased it. Desired Settlement: I would like a functioning key for my windows program.

Review: I purchased Windows 8.1 and the software not only crash in my PC I can't do any downloads. After re- installing the software several times. I can't do any updates.I call up Microsoft y several occasions I have a case # XXXXXXXXXX. Tech support was available once fixing my software for 3 hrs.

Tech support refereed me to to level 2. tech support did make appointment to continue the repairs for 8/22/14, they didn't call or repair loosing a day of work and money. Didn't call during that that. Today 8/23/14 I call again when I did they put me on-hold for like 1 hr and more.

They just hang up the line and my pc is still not working I have the software # [redacted]XXXXX-[redacted] This is unbelievable.

http://www.infoworld.com/t/microsoft-windows/the-new-kb-XXXXXXX-windows-81-updat...⇄ Settlement: My money back plus a day of work total

windows 8.1= $ 100.00

Day of work =$ 250.00

total= $350.00

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: 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.

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 received a broken unit as replacement for my broken unit, and called tech support. I was told to send back the unit it I just got in the mail, so they would give me a new one. I followed their instructions on packing and used the shipping label provided by Microsoft int he box when it was shipped to me. However, they say they do not have record of ever getting it, and sadly they have no ability to track getting it back. I was supposed to send in my first unit not the unit that arrived broken, but that is not the instructions I got over the phone by their representative.Desired Settlement: I need to get back my $533.93 that was charged on my credit card.

Review: The technical support personnel refused to help me with my Window Live Mail problem unless if I pay her $99. I came in for free help. She wanted to refer me to articles that I already tried and these articles did not help me to solve my problem. I came out cryingDesired Settlement: Microsoft start helping people without charging them $99 or scamming people!

Review: On 12/20/2013 I attempted to place 4 orders for 100$ Skype credit each, with a 50% discount, for a total discounted price of $200. My orders were denied due to an error in the Microsoft Store system and my account was blocked. Customer service tried repeatedly to release the orders without success, and the case was escalated. The case was escalated with the clear understanding that the deal will most likely expire before we have a solution to this situation. I raised my concern about this possibility and I was clearly reassured that this should not be a problem.I was told "Do not worry Sir; they will take care of this". A month later and after more than 5 hours spent on the phone with customer service, Microsoft finally acknowledged that was their error:

"The accounting team has responded that the order was cancelled in error and that all holds have been lifted from the account."(Email Date: Mon, 20 Jan 2014 21:50:49)

I was then told that they cannot place these orders now, unless I have proof of receipts for the sale, and that the sale does not show in their system:

"We are unable to honor the $19.95 price unless proof of receipt is shown for the credits. Please be aware that we can honor the $35.00 price unless you have proof of the $19.95 sale price which is not showing in our system."(Email Date: Sat, 25 Jan 2014 22:50:14)

It is not clear to me where this amount of $35 comes from (please see below).

After I expressed my intention to file a complaint with the Revdex.com, in contradiction with what they stated before, they acknowledged there was in fact such a sale and that I tried in fact to place these $100 orders. Also in contradiction with what I was told in December, and with their own offer to place the order for the discounted price if I had proof of receipt, they are now stating that they cannot place the order because the deal is no longer active:

"After further review of the case notes we are showing the open orders that were attempted for the 2/$50 Skype credits. However, we cannot honor the discount on a new order since this was a promotional deal during our 12 days of deals for the Christmas holiday. Due to error with the order at the time the order was placed we are unable to honor the deal as it changed daily." (Email Date: Wed, 29 Jan 2014 18:14:15).

This takes us back to square one, after a very frustrating and nonsensical process.

I am requesting to have these orders released as originally intended, to have my Skype account credited for $400 and my credit card charged for $200.

In the meanwhile, I was able to locate a receipt (PrintScren) of one of the numerous attempts to place these orders. The receipt is for order XXXXXXXXXX, and I can provide it if needed. Also, their response acknowledging the orders makes reference to order XXXXXXXXXX.

Additional information:

Skype account: [redacted]@hotmail.com

Credit card number: XXXX XXXX XXXX XXXX

Thank you for your assistance.

Sincerely,

Desired Settlement: I am requesting to have the orders released as originally intended, to have my Skype account credited for $400 and my credit card charged for $200.

Review: I bought two Windows 8 Pro licenses when they were at a $40 offer last year. (I can send details and order mails by email)

NOW Microsoft is telling me via Customer Support that I cannot use them because both licenses are blocked, telling me they have more than 32 installs each.

Since both codes were jealously guarded and no one has a chance to get them from me, and considering I use them as a second Operating System for Apple Computers (Macbook Air and a MAC mini), I called Customer Support (call center located in Colombia answers Peru calls) and registered a claim with supervisor [redacted] who asked me for two days to make an investigation (after 2 hours of communication with MS). Call number is # XXXXXXXXXX.

I'm still waiting for an answer. All I get from Microsoft is PAY AGAIN.

BUT, How is it possible that Microsoft gave more than 60 new activation codes to OTHER PEOPLE THAN ME???

Microsoft MUST prove the calls came from my phone, my country, my IP address to block the licenses codes. Proof that requires a report that I haven't see, and I asked to [redacted]Desired Settlement: I need my licenses codes. NEW ONES, 2 of them, I am willing to install Win 8.1 Pro in my MACs as second OS.

I require Microsoft have a NAME control to give my numbers away to re-installs. MUST check if who's calling is ME.

It's not possible that software piracy suffered by Microsoft is redirected BY MICROSOFT to legal customers, LOYAL CUSTOMERS. (I bought original licenses of Win XP, Win 7 and Win 8 - TWO).

Business

Response:

Initial Business Response /* (1000, 6, 2013/11/14) */

Lima 18, PERU. Li18

REF # XXXXXXXX

November 14, 2013

Dear [redacted],

Your letter filed with the Revdex.com, requesting assistance with product keys for Windows 8, was forwarded to Microsoft.

Upon receipt of this complaint, I engaged an escalation specialist who assisted with the product keys.

You have confirmed at this time that the assistance resolved the issue you were experiencing, so Microsoft considers this complaint resolved and closed.

Thank you,

Customer and Partner Advocacy

Microsoft Corporation

Final Consumer Response /* (2000, 8, 2013/11/18) */

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

Microsoft provided new licenses numbers. YES, solved.

It's not clear why this happened and Microsoft is not giving more information.

So, problem is solved but no guarantee it will not happen again in the future with me or with any other customer.

Review: I am filing a complaint due to the Surface Pro tablet not working properly and still having issues that prevent from smooth usage.

I purchased a Surface Pro a few weeks ago and of course have upgraded to Windows 8.1 as suggested. The battery life is absolute garbage, internet connectivity is not solid (which on other devices I own is) -- and the Windows OS on it has crashed a few times.

It's very unreliable and I've had it replaced and the replacement even looked at -- I am completely not satisfied and expected more out of this "flagship" Microsoft product.Desired Settlement: I purchased this for use for radio broadcasting with software that is approved for Windows 8/8.1 and have not been able to use the device as a stable device so after a couple replacements with the same model (which I believe is faulty in performance/battery compared to what is advertised) I am seeking a replacement with the current generation Surface Pro 2 128gb, hoping that I will not have issues with that device as the bad luck I have had with my Surface device.

I don't believe I have ever had a device as unreliable and am only hoping that the proper replacement will actually function and not have as many crash issues nor performance issues.

Review: My Surface RT's kickstand broke in may of 2014 and I sent it in to get a warranty repair because the coverage was until late August. They emailed me back and said that the damage wasn't covered and I would have to contact them about an out of warranty repair which I was fine with. However, I emailed the rep and called the service and got no answer/put on hold for hours, respectively. When I tried to do it on the website it told me my Tablets ID # had no repair options(I had used said website to get the tablet sent in in the first place). my solution case number was XXXXXXXXXXDesired Settlement: I want to find out how to get my tablet repaired through Microsoft. I didn't mind when it was just the kickstand but it is now having start up issues as well and I don't want to bring it to a private repair service.

Review: I purchased a Surface Pro 3 at [redacted] on 08/08. Device random froze a lot and not to mention the log in lag (took approximately 5 seconds on log in screen before I could swipe to log in). I went back to [redacted] and tested the display unit and no log in lag observed. I then asked for an exchange but was told no stock for my model. I read on forums and people said Microsoft support was amazing. So I decided to do an advanced exchange. Replacement unit came in 3 days. However, I noticed the faulty on the back of the replacement; it is like a dent but instead of going in, it comes popping out and there is also another one on the other side in a different shape. My original device did not have these so I decided to contact customer support again on 08/16 regarding this issue. I originally asked for an overnight replacement since school day is coming soon and was told that option was not available. But the manager, [redacted], provided me with advanced exchange option, which I agreed to considering it came pretty fast last time. However, the original device that I returned had not gotten to where it was supposed to go. So my account was locked to prevent any further exchange. [redacted] was really helpful on this case and kept me updated the whole time. [redacted] told me he had to contact another department to get this issue resolved and once he gets that done he would proceed to do the exchange for me. On 08/23, I noticed that the original device was removed from my account, so I contacted customer support and asked for [redacted] to do my exchange. Unfortunately, [redacted] was not available and [redacted] assisted me instead. This is where I got upset. [redacted] provided with two options; one was in-warranty and the other one was out warranty or something I don't remember, but both were standard exchange meaning I have to ship the device back before getting a replacement. I was trying to to explain to [redacted] that I will have school on Monday and could not do the standard exchange, not to mention the out warranty would cost me more than $300. At this point I did not know what to say anymore so I just told him to do the in warranty exchange for me for $0. So I opened the original case on the 08/11 and it has been 12+ days and the issue still has not resolved. I have spent at least 5 hours on phone and chat (waiting time is ridiculous sometimes). I got really upset during the chat with [redacted] and told him to remove my contact from customer support. [redacted] was supposed to give me a call on Monday but I do not want to deal with customer support anymore. Microsoft made me feel that I was the one to blame when receiving a faulty device.Desired Settlement: I just want to exchange for brand new sealed same device same model since I plan to sell the device and get something else for school.

Review: About a year ago I had a big problem with Microsoft, for the hassle I was given a $100 promo which was not fit to fix my issue but I accepted that.

On Nov 17 2013, I decided to use the code and place an order, the order # is XXXXXXXXXX but an error was made and I had to cancel the order but because I canceled the order my promo code became invalid I contacted Microsoft several times and the end I was told a new one would be given and a case was started till now I have not received my promo code the case is SR # XXXXXXXXXX.

Till now nothing happened and I lost on the black Friday deal and another one because of the delay Desired Settlement: As I stated I could not take advantage of the black Friday deals nor another promo for a Nokia phone thus please do issue another promo for the amount I was given and an extra promo or discount for the lose of the other deals I could not take advantage of thank you.

Microsoft please do call me to try and get this resolved

XXX-XXX-XXXX

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/13) */

December 13, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Tuesday, December 3rd regarding a Microsoft Store promo code issue.

[redacted] from our MS Store escalations team has been working with you to fulfill the phone order that you would like to place utilizing this promo code. You are currently working through the details with her.

I will continue to watch this issue closely and will follow up with you again on Wednesday, December 18th. Please let me know if you have any concerns in the meantime.

Sincerely,

Ramie Advocacy Manager Customer and Field Advocacy

Review: I ordered a laptop from microsoft.com, I never did receive the product. When I checked the [redacted] tracking record, it indicated delivered. I called [redacted] and found out that UPS delivered to the wrong address

on 12/4/2013. I then called Microsoft customer service, they transferred me to [redacted] again.

After 72 hours of calling numerous times to [redacted] and Microsoft. [redacted] confirmed that the PACKAGE was lost.

Microsoft customer service would not tell me anything just want me to wait. I wanted a replacement or refund but no one has ever told me anything from Microsoft.My order number:XXXXXXXXXXX, my ref number:XXXXXXXXXX.

MY [redacted] tracking number:1Z2080XXXXXXXXXXXX.

The customer service from Microsoft refused to give me any update on this issue.I never did receive any phone call and email from microsoft...Desired Settlement: I want either a refund of amount 366.95 or a replacement of my order as soon as possible. This is very frustrating, I paid the money and Microsoft did not deliver, I wanted a refund or replacement but the customer service from Microsoft XXXXXXXXXXX REFUSED to process my request...

Business

Response:

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

________________________________________

From:[redacted]@microsoft.com

Sent:12/10/2013 11:44:28 PM

To:[redacted]@aim.com

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

Subject:Re: [redacted] Revdex.com Microsoft Store - Didn't Receive Order XXXXXXXX ALR

Hello [redacted],

I am glad to hear that you have received the package after it was found by [redacted] With that said, I want to reach out and see if there is anything additional that we can do for you as it relates to this case. If not, no further action is required on your part and I will plan to archive this incident on Thursday, December 12, 2013.

Thank you and have a great evening!

________________________________________

From:[redacted]@aim.com

Sent:12/10/2013 7:28:03 PM

To:[redacted]@microsoft.com

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Microsoft Store - Didn't Receive Order XXXXXXXX ALR

You are too late to send me this email. Did you look at the REF number I provided ?

There is already tons of people told me what you have told me now.

Luckily, after all of the phone calls, [redacted] FOUND the package and I have received the package.

-----Original Message-----

From: Microsoft Customer Advocacy - United States

To: [redacted]

Cc: Microsoft Customer Advocacy - United States ; Microsoft GetHelp

Sent: Tue, Dec 10, 2013 12:57 pm

Subject: [redacted] Revdex.com Microsoft Store - Didn't Receive Order XXXXXXXX ALR

Hello [redacted],

My name is [redacted] and I am a member of Microsoft's Customer and Field Advocacy Team. I am contacting you regarding your request for a refund from the Microsoft Store. I understand that the package was shipped via [redacted] (1Z2080XXXXXXXXXXXX) but was lost during shipment. Our goal is to help bring this issue to closure as quickly and efficiently as possible.

For your reference, the case ID assigned to this service request is XXXXXXXX. I have engaged our Microsoft Store Escalation Team to help work determine the feasible next steps. The primary method of communication will be via email at your [redacted]@aim.com account. You can expect to be contacted by myself or the Escalation Team within the next three (3) business days. My role is to partner with the Escalation Team to manage your case and ensure that it moves towards a viable resolution. Please let me know by replying all if I have misunderstood any of the details regarding your issue.

Have a great afternoon,

Final Consumer Response /* (3000, 8, 2013/12/13) */

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

The response came too late because [redacted] found the package and sent to me after about 10 hours of phone time trying to get an update on the lost merchandise. With my package lost, Microsoft did not show any sympathy did not let me know what are the situation now. All I need is to let me know if they are still waiting for [redacted] to locate the package or if [redacted] will find the package. I did not even know that [redacted] would drop the package one day out of blue. The customer service did not do any service to me at all. I would hope that Micorsoft will clean up the customer sale Microsoft.com department and hire someone that will really help the customers. I WILL NOT ACCEPT any response since I ALREADY GOT my lost package. And through out the waiting period, I did not get any help or updates from MIcrosft customer service.

The company has dishonest advertisement online customer service that will not hep their customers. I did ask them if I can get a refund in case [redacted] lost the package forever?They said NO.

We need to report to trade commission about their un-ethical behavior. IF you do a search on the internet, they are tons of evidence about this company. I jusI would never want to deal with the Microsoft.com againt did not know it before this insident happened.

Review: Purchased Windows 7 professional software on 7/23/2013 for a Genuine product key as well as a download directly from Microsoft's website: https://fp-pr1.ds.microsoft.com/TransferFile/FileTransfer.dll?Cmd=1&MN=XXXXXXXXX...⇄ />
was the link I was given to download the software directly from the website.

All of a sudden windows says my key is not genuine so I called Microsoft who told me that they blocked the key because it was pirated and that they could not support me if I did not purchase the key directly from microsoft.

I have a technician's background and I very well know that it is not the responsibility of the sales person if Microsoft blocked the key 6 months after purchase; as soon as I purchased and installed the product I made sure it was legitimate by activating my service online with the product key which is the method microsoft uses to prevent piracy and fraud. If your network was hacked 6 months later and someone else used my product key, you cannot hold the person who paid for it responsible, you are responsible for your own fraud and you have insurance that protects you from it.

The merchant I purchased it from is still in business and has been using paypal to sell their products, which everyone knows that there is no way that someone would be selling pirated software using paypal for more than 6 months! http:[redacted] is the website of the merchant.

The product key in question is : [redacted] and I never used it in more than one computer.

Calling Microsoft was extremely frustrating, I first spoke with someone in customer service who refers me to the merchant, so I asked for his supervisor who referred me to the refunds department. The refunds department told me that they only provide refunds from microsoft.com and do not provide product key replacements and told me to call technical support for product key replacement. I then spoke with technical support, told her my situation, she tried to refer me again to the retailer, which I then mentioned Quebec's consumer protection law, and then the representative hung up on me. I called again, spoke with another representative(this time I took her employee number down: [redacted] and her name is [redacted] and was obviously working in a Filipino call center, gave her all the information once again, even started reading out the whole link I posted above (for the download from microsoft.com)and once again she hung up on me, no one called me back, no apologies. This is the first day in my life I started considering [redacted]

Desired Settlement: I expect microsoft to unblock the key I purchased or at the very least replace the Windows 7 professional service pack 1 key with another one. I've been a loyal customer of Microsoft since the 80s, I expect compensation.

Review: My credit card was charged 633 times during the months of April and May of 2014 totalling approximately $3000. These were charges on my sons Microsoft account that were not authorized by me. My son is 15 years old and his Microsoft profile states his age, yet he was charging my credit card without authorization. There was one prior purchase on my credit card to Microsoft for a game he purchased in March of 2014. This is abnormal use of my credit card and yet Microsoft still allowed a minor to make over 600 purchases in a 6 week period on a credit card that is in a completely different name than his. How is this not a fraud case? They have refused to refund these charges. How is a minor allowed to make so many charges on a credit card that is not his without any alerts being raised? I was in contact with Microsoft for many hours regarding this. They accepted responsibility for the charges and were refunding them, then stopped after approximately 50 charges refunded. They claimed it was taking too many hours to refund the charges and that their computers couldn't handle the volume. I don't know what else to do when a company as large as Microsoft tells me they will not do anything.Desired Settlement: I would like to have the charges refunded to my credit card.

Review: Hello. I purchase a Microsoft Surface Pro 2 512GB, for over $1,900.00 from the Microsoft Online Store on or about November 13 and received the device on or about November 27th. The device failed on December 13th. I contacted Microsoft Support and finally received a promise of an exchange with instruction for returning the device on Dec, 16th. They received and inspected the device on Dec, 17th. I have had no further contact from Microsoft since that time. I again reached out to support on Dec, 30th. They stated that the escalation for an exchange on the device was not executed. Each time I contact them, I am told I have to wait three business days for an email response. No one will speak with me via phone. I called their corporate office and was given an email address for corporate support. I again was told I would have to wait another three days for an email response. I am paying interest on a device that failed within 30 days of receipt with no solid resolution, only promises! And, every time I contact them, I am told that it has to be handled by another department and each time I am told to please wait three business days for a response. I have never been treated this way by ANY company I have ever dealt with. They took my money, they have my device and I have nothing! PLEASE HELP!Desired Settlement: I initially requested an exchange, but now I am fearful that if I have any further problems, they will not support me in a timely manner. I would like I refund!

I had trouble installing a Microsoft product. I called my PC support number and they connected me to Microsoft. The person I talked to at Microsoft said there would be a fee for fixing the problem. I asked there would be a fee if the problem was not fixed. I gave Microsoft my card number, and was connected to someone in support. They did NOT fix the problem, but I was assessed a $99 fee. I called Microsoft back and said the problem was not fixed, but I was assessed a fee anyway. They said it was too later to refund the fee.