Microsoft Corporation

When I setup an XBox Live account I put in the wrong birth date and am now being blocked from playing several games. I have contacted customer support and no one has been able to help saying that there is no way to change or correct the problem. I asked to have my issue escalated and they refused.

Review: I chated with Microsoft support on my computer because I was trouble activating my software. the person at Microsoft support told me that I have reach my limit on activation and I would have to spend $40. I have paided 139.99Desired Settlement: I want my software activated

Review: Microsoft Assure Software Support 1-yr Service Plan purchased at online Microsoft Store is advertised as completely risk-free: "You may cancel this Service Agreement at any time. To arrange for cancellation of this Service Agreement, call the Administrator at [redacted] toll-free. If You cancel within the first thirty (30) days after purchasing this Service Agreement, You will receive a 100% refund of the full purchase price of Your Service Agreement, less any claims paid or pending."I called this number today to cancel my plan within 30 days and spent two hours on the line talking to 14 different people. Everyone of them refused to process (or even discuss) a cancellation. I was tranferred, put on hold and hung up on.Desired Settlement: I would like Microsoft Store to abide by it's published Service Agreement and refund my order #[redacted].

Review: I was on the phone for two hours with Microsoft Online Store Customer Service to find out why my pre-order for Xbox One Sports Rival game was not being shipped. It took several agents and one supervisor to determine that the credit card authorization did not go through. Nor did several attempts I made through the online store succeed in attaching a new credit card. Finally after two hours on the phone the supervisor told me that the only solution was to cancel the original order ????? and enter a new order over the phone. She promised free two-day shipping.

TONIGHT AT 10:55 pm local time, I got a call from Customer service telling me again what I was told last night. But now I [redacted] not expect the game to arrive until April 14th. I was supposed to receive the game on April 11. There does not seem to be any competence in the store customer service. The online store web site is a joke (I cannot delete credit card or addresses from that site) I can't even see all the orders I have placed. Desired Settlement: I would like a response from Microsoft HQ indicating that they understand my complaints, and are working to improve both the online store web site, and the total incompetence at all levels of the Online Store Customer Service.

Review: on 08APR14 I received an email from the Microsoft account security team that an email address I'd briefly opened, and thought was deleted, had been hacked. The attacker changed the security and personal info associated with the account, making it impossible for me to recover the account. A ticket was opened up for the issue: SRXXXXXXXXXXXID. After some back and forth with the Microsoft team, '[redacted]' emailed the following:

Hello,

To keep the hacker out of your account and ensure your contacts safety at the same time, I have blocked access to your account. The block will stay in place until you recover your account through our account recovery website.

For the quickest resolution, please go to (copy & paste to your browser) https://account.live.com/resetpassword.aspx

From there, you can prove your account ownership, get a new password, and reactivate your account.

Please note that due to the nature of a hacked account and for your security, you need to pass [redacted] validation process for us to recover the account for you.

Please let me know if you have any questions.

Thank you,

Support Specialist

Online Safety Team

Given that the persona/security information was still altered, I still was unable to get into the account to fix the problem. Despite my repeated attempts to explain this to '[redacted]' et **, Microsoft never did anything other than send me to an account reset page that was useless to me because it asked me for information associated with the account (which had been altered by the malicious user). Given that the account was locked, however, my hope was that it would remain locked long enough for the account to be deleted due to inactivity.

On 16MAY14, I received yet another email from Microsoft stating that

Microsoft account

Security info replacement

[redacted]@providence.org started a process to replace all of the security info for the Microsoft account da[redacted]@hotmail.com.

If this was you, click the button below to bypass [redacted] waiting period by using your existing security info.

This was me

If this wasn't you, a malicious user is trying to take over da[redacted]@hotmail.com. Click here and we'll help you protect this account.

Thanks,

The Microsoft account team

I emailed the account security team, and again received an email back from '[redacted]' again sending me to the same website that I'd told her repeatedly was of no help. Finally, a [redacted] replied with the following:

Hello,

As previously stated, the Microsoft Account Public Moderators can best address your concern. Due to this reason I am closing your case, and any future requests for this issue will not be responded to.

Sincerely,

Online Safety Team

To summarize, Microsoft has not only allowed this attacker to compromise their system visa vi my ostensibly deleted Hotmail account, their representatives seem incapable of doing anything other than routing users to a website that doesn't do anything to ameliorate the situation. Desired Settlement: 1) an apology. a sincere one, from both '[redacted]', [redacted] and their immediate supervisor.

2) I want the account deleted. Whatever anyone else does with the username in future is between them and Microsoft. I need to be out of the middle of this.

Review: Microsoft locked me out of my Office 365 University account. I called/emailed and provided emails, receipts, and banking records to prove that I am the owner of the account. They even sent me a code through a text to the phone on the account, which I verified. After many emails and phone calls, the rep agreed that I had verified my identity and agreed to move my account over to my new email. They sent email instructions on how to redeem "tokens" for the product, but failed to provide the tokens. Repeated phone calls and emails have not resolved the issue. Microsoft cancelled my original account, but failed to provide access to the product which I paid $79.99 for and was to last 4 years. Reps repeatedly promised that a supervisor would return my call, but never did. This process has been going on for two weeks now. I am a student who needs access to my office account for school. Microsoft has insisted that the email with the tokens was sent. It was not. It is not in spam/junk, etc. How mysterious that I have received all other emails from Microsoft, but not the one with said tokens.Desired Settlement: I either need a full refund of $79.99 so that I may repurchase the software or access to my Office 365 University software.

Review: Dear Microsoft Corporation

04/22/2013 10:40 a.m. I called a Microsoft email recovery tech at X-XXX-XXX-XXXX to retrieve my email password and or to see if [redacted] the phone representative could help me retrieve it. After [redacted] stated he had problems with this request. I stated that I would call someone else and then I hung up the phone. Thirty (30) seconds later [redacted] called me from a land line phone # XXX-XXX-XXXX located in Deerfield,FL and stated to me, " LOOK YOU F* NI**A!,NOTHING IS FOR FREE YOU BLACK NI**!". When I stated that I wanted to speak with a supervisor, [redacted] then pretended to act as if he had stated nothing and asking me what was wrong and then remained silent. When [redacted] called me the second time I did not answer the phone. I could not believe what I was hearing especially from someone who was working as a Microsoft Phone Tech Representative. I strongly demand the immediate termination of this employee as well as an apology. I called [redacted] Sheriff's Officer and filed a police report with Officer [redacted] Badge [redacted] Case # XXXXXX. When Officer [redacted] Badge [redacted] called XXX-XXX-XXXX he state on the answering machine, " DO NOT CALL THIS NUMBER XXX-XXX-XXXX AGAIN OR YOU WILL BE CHARGED WITH STALKING".

All I wanted was my password because I lost my password info that was all. And the fact of being disrespected in this was by a Microsoft Call Center Representative is unprofessional and inappropriate. I am very disappointed with Microsoft Corporation for hiring such an unprofessional individual like [redacted].

Sincerely,

Desired Settlement: I [redacted] the immediate termination of [redacted] for inappropriate conduct, an apology, and compensation for all necessary, punitve, and compensatory damages.

Sincerely,

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/29) */

Hello Mr. [redacted],

My name is [redacted], I am a member of the Customer & Partner Advocacy Team at Microsoft. I received your message regarding the support call you had with [redacted] I am sorry to hear you had a bad experience, however, the company you contacted does not provide Outlook Live password reset for Microsoft. In addition, there is no paid option available from Microsoft for password reset for Outlook accounts.

If you need to reset your Outlook password, please use the Microsoft account password reset page.

For any concerns regarding [redacted] you will need to contact the company directly.

Best regards,

Consumer's Final Response /* (-5, 2, 2013/04/22) */

Consumer supplied email: [redacted]@live.com

Review: In late August I downloaded a 30 trial of Microsoft Office 365 Home Edition & canceled it before the 30 days were over. Microsoft did not show the cancellation until 11/02 and charged me $10.69 for services that I have not been using, the software has been uninstalled over a month ago. Desired Settlement: Full refund of the $10.69 unauthorized debit.

Review: First, I couldn't find a number to contact [redacted]. The first 2 or 3 were not working numbers. When I finally did get a good number, it was in the Phillipines and they would not transfer me to the U.S. I was "transferred" on 3 different phone calls, although it sent me an automated menue and then dropped the call. I finall gave up on the U.S. part and called back to whoever answered in the Phillipines. I told them my issue and they said there was nothing they could do about it. I asked to speak with a supervisor, was put on hold for about 3 minutes and then the same guy came back on and refused to let me speak with a supervisor saying that his supervisor said "no, I will just tell her the same thing". Again I asked to speak with the supervisor and was told no. He said he would connect me with a different department that still wouldn't be able to help me, but I could talk to them. I asked if I was going to be connected with a live person and not a pool of callers or automated menu and the man assured me I was and raised his voice when I asked again to make sure. He put me on a couple minute hold and then it went to an automated menu and then hung up.Desired Settlement: All I want is my email with them shut down because it was hacked, someone changed my password so I can't get in it, and they are sending out pornographic, etc emails.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/22) */

April 22, 2013

Revdex.com Case: XXXXXXXX

Dear Ms. [redacted],

This is [redacted] with Microsoft. I received your complaint filed with the Revdex.com surrounding your Hotmail account. You reported that your account had been hacked and requested assistance closing this account so future emails would not be sent from your account.

On April 12, 2013 I reached out to you and our engineers to connect the two of you in an effort to resolve your request. On April 19, 2013, you confirmed with me that our engineers were able to resolve your request.

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

Sincerely,

[redacted] S.

Senior Advocacy Specialist GetHelp [redacted] and Partner Advocacy

Consumer's Final Response /* (2000, 6, 2013/04/22) */

My issue was resolved with Microsoft as of 4/19/13 at 8:45pm CDT. Thank you! If I need to do anything further please let me know.

Review: After trying to cancel my auto renewal payment of both xbox live and xbox music on this site: https://account.xbox.com/en-US/Subscriptions/Manage, I encounter a error message repeatedly. After reattempting to do this with many different browsers and a few different computers I still encountered the same error.

So I did some research and after researching this issue it seems to be a common issue dating back to 2009. I believe the "error" message that is received when trying to cancel auto payment is in fact not a error message but a Fake error setup to discourage people from canceling their subscriptions. Desired Settlement: I wish for Microsoft to "fix" the ability to cancel a subscription so that it actually works and allows subscribers to cancel their auto payments.

Review: On 9/23/13 I bought Office 355 for my home pc. I was supposed to receive a 12 month subscription to xbox live gold. There are numerous stores and websites advertising this. I have not received this promotion.

Timeline:

9/23/13 purchase of office 365

9/23/13 followed steps to receive gold code this is the message I was given: Thank you for submitting your information. If you are eligible for this offer, we will email your Xbox Live Gold code to your Microsoft account email address within 4 weeks.

10/21/13 no email

10/22/13 no email

10/23/13 no email spoke with customer support told it was 30days not four weeks wait until the 24th of October.

10/24/13 no email spoke with customer support told they would send out code by 10/31/13.

Desired Settlement: I am tired of waiting for this company to follow through with its promises. I either would like the 12 month subscription or my money back on office 365. I would prefer them just giving me a code like they promised.

Business

Response:

Initial Business Response /* (1000, 7, 2013/11/07) */

November 7, 2013

Yakima, WA 98902

RE: Revdex.com Case# XXXXXXXX

Dear [redacted],

A copy of your report with the Revdex.com of Alaska, Oregon, and Western Washington regarding your Office 365 Home Premium (O365) and Xbox Live Gold promotion experience has been forwarded to my team for review and response. I understand that you have purchased O365 on 9/23/13 and were expecting to receive 12 months of Xbox Live Gold as part of an Office 365 promotion. As of 10/24/13, you have not received this subscription. You have contacted Microsoft Support, but they were unsuccessful in addressing your concerns.

In reading your report, I cannot help but say I regret to hear about your experience thus far, and assure you that your situation as written is by no means a testament to the level of service we aim to bring to our customers. With that in mind, I have engaged our Top Tier Consumer Technical Escalation team to help address your O365/Xbox Live Gold subscription issue. To help them investigate this matter, kindly provide me with a copy of your purchase receipt showing your O365 purchase, along with a contact phone number. Our Escalation specialist has been unable to contact you at (XXX-XXX-XXXX)

Once we have this information, the Escalation team will be happy to proceed in addressing this matter with you. Please respond to me through the Revdex.com or email at [redacted]@microsoft.com. I look forward to your reply.

Sincerely,

Edin.

Microsoft Customer Advocacy - United States

Microsoft Corporation

Redmond, WA 98052

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

Review: I created a second account a while back and for almost two months have had ZERO luck cashing out OR getting help through support and email channels.I need someone to contact me directly who is empowered to FIX Microsoft award delivery issues.Desired Settlement: DesiredSettlementID: Other (requires explanation) I wish someone to call me to investigate this issue, get me my points and rewards properly credited and fix this issue.

Review: I purchased a DVD "Flight Simulator". It will not activate. I have been over the instructions and attempted many times. When following their error messages and contacting " Microsoft product support" I repeatedly can not resolve the issue.

Product_Or_Service: Flight Simulator DVD

Order_Number: retail store purchas

Desired Settlement: DesiredSettlementID: Replacement

I would be content if someone would help me resolve my " Flight Simulator" activation problem.

Review: Microsoft Outlook was a so called upgrade from Hotmail.com and Live.com e-mail service. When it took over my Live.com account It lost about a dozen folders of mine that I had set up having to do with my credit card accounts and payrole stubs.

I have made at least 8 phone calls to Micro soft tech support and they all send me to different Tech out source companies that are mostly based in India and each call takes an hour before they hit you up with we can fix your problem for $200, $79, $69 etc. Not only that but I get different answers such as by one that my folders are non retreivable and not to let any tech tell me that they can fix the problem for a cost. Too somebody tried to hack my E-mail acct and I can fix it for a cost. I even had one that did not even access my account like all the others and say she could fix the problem based off of my explaination of my problem. I am very concerned about my information that was lost by Microsoft, I don't feel I should have to pay for a problem that was caused by Microsoft and thier so called upgrade. And even if I took the chance and paid one of these out source Tech support companies there is still no guarentee that they could retrieve my folders. I have had my [redacted]@live.com account since 1998 and had no problems until this year. I don't know what I should do as far as contact all my creditors and get different account numbers

All I want is to talk to and actual Microsoft representative preferablely in the United States to assure me that my files can or can not be retrieve, and address the risk value of corruption

/ Identity theft for the folder/personal documents that Microsoft lost. There doesn't appear to be a number that can contect me directly to Microsoft.

Any Help that you can assist or adivse me on what I can do to protect myself/ and my Identity would greatly be appreciated. Even a contact number that I have not been able to find.

Thank you for your time

[redacted]Desired Settlement: All I want is my folders back and a gurantee that my files are still secure and have not been compromised to identity theft

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/18) */

April 18th, 2013

[redacted] Casper Circle

Norwood,[redacted]

RE: Revdex.com Case # 22386460

Dear [redacted],

A copy of your report filed with the Revdex.com of Alaska, Oregon, and Western Washington regarding your Outlook email account folders issue was recently forwarded to Microsoft.

We understand the difficulties you have experienced and welcome the opportunity to resolve this situation with you. I understand that your [redacted]@live.com email account has recently been switched to the new Outlook format. Since then, you have not been able to access several folders in your email account. Thereafter, you contacted Microsoft Customer support, but they were unsuccessful in restoring your missing folders.

In response to your report to the Revdex.com, Service Request #[redacted] was created to address this issue. Our Outlook Escalation team worked with you and successfully restored your Outlook folders along with the emails contained therein.

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

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

Redmond, WA [redacted]

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

Review: I purchased 2 Surface tablets for my children for Christmas. When I purchased headphones for them to watch movies or listen to music we realized they could not hear the dialog in movies nor the lyrics in songs over the background music. We thought it could be the headphones and purchased a different brand,again we had the same issue. We purchased a third set of headphones ([redacted]) and again the same issue. I have been in contact with Microsoft and been through all of the troubleshooting they had to offer for this issue over a matter of 3 days. They have offered to send me a refurbished tablet. I have asked for new tablets because my tablets are 60 days old today. Although Microsoft is still selling these talets on their website they refuse to guarantee that they will send out 2 new tablets. I did not purchase my children refurbished tablets for Christmas and I do not feel that they should have to accept a refurbished tablet when they never got to experience a fully working and capable device in the first place.Desired Settlement: I am seeking 2 new surface tablets.

Review: I bought Office Professional 2010 in the year 2011. It could be installed on up to 3 computers and was installed on three computers successfully and used up until about a month ago. I then had to reinstall Windows 7 on one of the computers because an automatic update installed Internet Explorer 11 and then many things would not work properly. I then had to reinstall Office Professional 2010 and it would not let me activate it. So I called Microsoft and asked what the problem was and they said that the activation number had been blocked and that my three copies were used up and that I would have to buy another copy of the product. So I tried talking to the supervisor with the same result and they were extremely rude in the process!!! In the end< I got no where talking to Microsoft Corp.Desired Settlement: All I am asking to have what I paid for which is 3 copies of Office Professional installed on 3 computers and activated so I can use the product that I paid for!!!!

Review: Microsoft told me(after they took full control of my computer for 3 hours)that I needed to have windows xp installed into my computer to fix an issue with editing files.I paid $150 and it did not fix the issue.Now they say there is no record of them telling me that.

Now I have a $300 paper weight.

Desired Settlement: Microsoft owes me Windows 7 ultimate installed back on my computer and office 2003 to fix the original problem.

Review: On Dec 18, 2012 I purchased 3 licenses for Microsoft Office Home and Student 2010 on line at the site "www20.buyoffice.microsoft.com". At that time there was a "Microsoft Pre-Launch Offer" stating that I am eligible to receive "the next version of Office free, when available". I signed up for my email notification per website instruction. I have not receive my email notification, so I called customer service yesterday to inquire about receiving the newest version. After 6 representatives and 2 hours on the phone, I have been denied any access to the promised merchandise upgrade I purchased. I was told that this offer never existed despite the proof I have on my receipt.

Also, I have had difficulties with the Microsoft Office product spontaneously uninstalling from my computers. This has required me to call their help desk to request reinstatement of my product key, and ultimately more involved download to re-install the product.

I have the original receipt in hard copy and email form with date of purchase, order confirmation number and product key, and notes taken over the past year when I have called the help line seeking resolution to my problems.Desired Settlement: I would like the updated product as promised in the advertisement/offer and I would like it in disk form so I may re-install the product when it malfunctions or becomes corrupted.

Review: Windows SP1 is Not Compatiable with Dell studio XPS 1647 or any Apple Mac Computer running windows 7 it lockups the pram and SMC on a mac on a dell it disables the network services sometimes on Bootup othertimes when you shutdown you get can't start Program because Windows is shuttingdown Error and and with error with code popsup for a second or 2 while shutting down the computer I determend that the Cause is the SD card Reader update inding in 422 is the Cause And Dumb Microsoft but that Update in SP1 how stuppid are they look at the Turboboost Program that Dell Provies with that System it doesnt like SP1 and in OCt 24 of 2014 this Update unhides that buggy update http://support.microsoft.com/kb/XXXXXXX Pull this Update MicrosoftDesired Settlement: I want Microsoft to pull update http://support.microsoft.com/kb/XXXXXXX Because SP1 is not compatiable with alot of Computer like MAC Mini's Late 2012 iMac's Late 2012 Dell Studio XPS XXXX XXXX and and All Mac's 2011 -2014 With Bootcamp 5.505.331 and Bootcamp 5.1.5621 and later and Make All of these Computer's compatiable by fixing the Stupid Memory Hog and Memory dump bug that this has in it along with All Memory in use Lockup at Ramdom bug I lost all faith in Microsoft to fix these bugs there boss is not finding these bugs leave a computer on for 2 weeks and see whats hapens to a Dell studio XPS 1647 with SP1 and see what you get a crash is what you will get or a popup saying Can't startbthis program because windows is shutting down when you click shutdown

Review: I ordered 3 surface tablets online using a promo code. The order was confirmed, my credit card was charged and I even received a tracking number with a promised date of delivery. Then a week or so later I realized my tablets were sent back to Microsoft only after speaking with UPS. So I called Microsoft to find out what was going on. The first microsoft customer service representative I spoke with said their records show I already received one tablet, which was not true because UPS already confirmed all 3 were being sent back to them. Then I called again and the second microsoft representative tells me my order for all 3 tablets was delayed for reasons he doesn't know, so he said he has to ask somebody higher up to figure out what's going on. Both customer service reps said I would receive a call from microsoft within a couple of hours to clarify the situation. That call never happened. Then days later I receive an email from a person in the escalations department telling me my purchase was made outside of the criteria of the promotion and told me I would be refunded for all three tablets within 10 days, it has been more than 10 days I received refund for only one tablet. I purchased all three on the same day, I don't see why my refunds for all three would not be completed on the same day. Basically, Microsoft has wasted a lot of my time. They are a big corporation with technology of their side, if the promo code wasn't supposed to have worked, then my ordered should never have been confirmed. They shouldn't even had charged my credit card nor started the whole shipping process and then to top it all off waste so much of my time. Now I'm still waiting for my refund. Desired Settlement: I want my refund for the last two tablets NOW or they must send those two tablets per my original order.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/08/06) */

Hi [redacted],

Microsoft has received your Revdex.com complaint regarding your recent purchase of 3 Surfaces.

I engaged a specialist to research your refund request, and understand that you confirmed with the specialist today that you had received the expected refund.

As your issue has been resolved, Microsoft now considers this complaint closed.

Thank you for contacting us!

Advocacy Specialist

Microsoft

Consumer's Final Response /* (2000, 7, 2013/08/08) */

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

got my refund