Microsoft Corporation

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: I purchased two items from microsoftstore.com on October 13 (order number XXXXXXXXXXX and XXXXXXXXXXX). At the time there was a promotional price of $99. When checking out, my cart reflected the promotional price $99 plus 8.22 tax. However my email confirmation and credit card were charged the non-promotional price of $359.10 plus 29.81 tax. I contacted customer service twice but was told that they do not adjust any orders even ones that are mistakes. It was also escalated but also dismissed.Desired Settlement: I am requesting that Microsoft honor their own promotional price and credit me back the correct amount of $563.38.

Review: X box 360 slim s series is defective the internal 4 gig memory goes out after warranty and then you are forced to buy new X box or pay Microsoft to fix.this is defective equipment and should get fixed for freeDesired Settlement: Recall on all 360 slim to get fixed for free

Review: I ordered a Jawbone Up 24 from their website and received an adobe photoshop print card instead. When I spoke to customer service, they said I can do a refund or wait for a 48 hour returned phone call.I decided not to do a refund because I made the purchase on sale.Desired Settlement: I would like for Microsoft to send me the correct product as overnight express mail.

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: 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: 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: 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: 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: 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: 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: 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 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

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: Tried to purchase Windows 8 Pro from the Microsoft Store, I chose DVD to be able to download the DVD instead of running an upgrade, because this needs to be installed on a system other than the one I'm downloading the software from. The software download is not what is on Microsoft's site as advertised, a 5mb Setup file started scanning my system for compatibility for upgrade it stated! The Microsoft tech that I called told me oh yes after it finished all of that you will be able to burn a DVD. NOT ACCEPTABLE, I'm not upgrading the PC that I'm pulling the software down on, and MICROSOFT Shouldn't be scanning anything! I told them I can see that instantly they have already locked the funds on my credit card for this and they need to undo that, cancel this order, and give me my money back. I'm not installing Microsoft anything on my system at this point. Customer service rep said this would be at least 3 to 5 business days to complete. I told him that is unacceptable and that I'm sending this over to the Massachusetts Attorney General's office. First thing Monday morning and I'm having my credit union charge back the funds, and I'm going to get a statement from them to include in the complaint I'm filing at the Attorney General's office.Desired Settlement: I want my $212.49 back that your company just stole from my account with out providing me the product that I attempted to purchase!

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/16) */

Hello [redacted],

Microsoft received your complaint to the Revdex.com regarding your purchase of Windows 8 Pro from the Microsoft Store.

In response to this complaint, I engaged our escalation team who provided you with a refund.

I understand you spoke with the escalation specialist today, and confirmed that you received a refund of $212.49 on 7/11/13.

Microsoft now considers this matter closed. Thank you for contacting us!

Advocacy Specialist

Microsoft

Review: I started my journey to a civilized solution to my basic issue at 10:20 AM on 12 September 2013. I called the support number provided through a link to my purchase receipt. I explained my problem to the call center operator who denied he had the ability to help me. What followed from this individual's incompetency were 9 phone call transfers and over four hours of wasted time talking to a new person about every 30 minutes.

Desired Settlement: All I want is a refund for a purchase I made for windows 7 home editions so I can purchase windows 7 professional edition because this is the version I physically have installed on my computer. However it seems within the Microsoft Corporation it takes an act of god to find someone who knows how to do anything other than transfer you to someone that doesn't know how to do anything. At this point all I want is a refund so I can buy a [redacted] and never have to deal with Microsoft for the rest of my life.

My order # is XXXXXXXXXX

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/16) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in obtaining a refund for Windows 7 Home Edition so you can purchase Windows 7 Professional. Once I received your request, I reached out to you to obtain more details to enable me to move forward. I received a response from you stating that you were able to receive your refund and did not need my assistance. While I regret to hear that you did not have a satisfactory experience, I am glad to know that you were able to receive your refund.

As no further action is required, we are now considering this case closed.

Thank you for contacting us,

Sr. Advocacy Specialist

Microsoft Corporation

Review: I received an email from Microsoft on August 1, 2013 stating that my debit card was no longer valid from a free 30-day trial period I had previously ordered and they were unable to draft funds from my account. The email stated in order to reactivate my suspended services, I would need to provide a valid credit card however I had not ordered any new products and didn't want any of the services so I ignored the email. Today, November 29, 2013, as I was viewing my bank statements from October-November I noticed that there was a charge on my account from Microsoft. As I went back, I seen that I had been charged a fee every month from August to November and I immediately contacted the phone number that was listed on my bank statement as Microsoft's phone number to get the issue corrected. Dealing with customers on a daily basis in my career, I know how difficult it can be dealing with upset customers so I tried everything I could to be as patient and nice as possible, but after being treated so horribly by their representatives, I began to lose it. Everyone kept giving me the run around and seemed like no one was actually listening to my issue. I had been transferred to 5+ people and experienced extremely long hold times with still no resolution. After an hour and a half, I finally spoke to someone in the billing department they told me I would need to contact my bank and ask them to reimburse the fees I had been charged. I didn't understand that because my bank had nothing to do with the issue. At that point I was fed up and requested the call be escalated to a higher level, where I was instead just transferred to another department that still couldn't help me. I requested to speak with a supervisor, who again tried to transfer the call and I insisted on no longer being transferred. The supervisor, [redacted], kept over-talking me, and basically stating he wasn't going to do anything unless I allowed him to transfer me. After 2+ hours had passed, nothing being done and me getting a migraine from getting so frustrated, I hung up. Desired Settlement: I would like reimbursement of all fees that were drafted from my account from August 2013-November 2013 and compensation of the 2+ hours I spent on the phone with their terrible customer service representatives.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/16) */

December 16, 2013

Revdex.com Case: XXXXXXXX

Hello [redacted],

My name is [redacted] and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received the report you filed with the Revdex.com regarding charges on your account that may have been linked to a 30-day trial subscription for Office 365 Home Premium. In your report you detail that you received an email indicating that payment method needed to be updated on your account, however you declined to do so as you were not interested in continuing the Office 365 service. Subsequently, you verified that charges on your account were linked to Microsoft and called customer support for assistance. At this time, your account has not been credited and you are seeking refund, and compensation for time spent on the phone with Support. We regret to hear that your experience was less than exceptional, thank you for taking the time to contact the Revdex.com, and for the opportunity to resolve this issue for you. If I have misunderstood your request, please let me know.

We attempted to reach you via email on 12/3, 12/6, and 12/12, however we have not received a response. In order to research your request further, kindly reply all to this email with a copy of your statement showing each charge you incurred, any support case numbers you were provided when you called into Microsoft to resolve this issue, and the account email to which the 30-day trial was tied.

Thank you,

[redacted] Advocacy Manager

Customer and Field Advocacy

Review: I have 2 Microsoft hotmail accounts. One of them was obviously hacked by someone and it has shut me out. I have been working with Microsoft for 3-4 trying to regain access and I am getting nowhere. I go 4-5 days without hearing anything and when I do it is no help or asking questions that have already been asked. I have provided more than enough information to prove that I am the account owner, but feel that they are not taking me seriously. I need into my account for work purposes and I am very disappointed that they do not provide better customer care when matters like this happen.Desired Settlement: I would like them to send me a new password so that I am able to access my account.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/27) */

December 27, 2013

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received your complaint from the Revdex.com regarding the issue you had with trying to access your blocked Hotmail account. Your case was escalated to our Hotmail team, where our engineer, [redacted] worked with you December 20th and December 26th. Although you tried various methods to validate your identity, you were unable to do so. As a result, per security policy, we are unable to continue to help you gain access to this account, to prevent potential "phishing" or social engineering attempts.

If you create a new account at https://signup.live.com, we recommend enabling Two-step verification as a security measure to help better protect your account. More information and instructions for enabling Two-step verification are found at the following link:

http://windows.microsoft.com/en-us/windows/two-step-verification-faq.

I will proceed with closing your case at this time, as we are unable to assist you further.

Sincerely,

Microsoft Customer Advocacy Manager, United States

Review: I purchased a new computer 3 weeks ago. I was immediately prompted upon powering the computer on for the first time to download Windows 8.1, I did so and since then have had nothing but problems. My computer continuously freezes and I receive error messages stating that Windows is not responding, as well as any and all other applications open at the time. I'm aware of glitches and therefore tried to wait for the issue to be resolved but it became more and more frequent with the issue lasting longer each time. I began call Microsoft for help today, 11/30/2013 at 3:30 pm and have yet to at 8:50 receive any actual help. I have talked to several representatives as well as supervisors and have had to call back several times. I was initially chatting with an individual that was not very helpful, upon asking to speak to her supervisor I was rerouted to an automated system in French, and the call was then disconnected. I have called several times and spoken with several people all in varying degrees of helpfulness. I explained my issue to yet another rep and was transferred to a person (I'm not sure if he was a supervisor, I believe his name was [redacted] or [redacted] who asked me what I wanted. He told me that he had no clue why I was calling and that he couldn't help me. I explained my issue and that the previous rep had me disable everything so I needed to know whether or not to enable everything again. He kept saying that he didn't know because he didn't have me do it. Eventually he had me run a scan on the computer, the results were as follows: " Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log windir\logs\CBS\CBS.log." I read him what it said and asked what that meant, his only response each time I asked the question was, "no". I explained that there must be some sort of issue and he stated that it didn't actually say that. It did in fact say that and I have a screenshot proving that is exactly what the scan produced. Since he hung up on me I have called no less than another 4 times I am being transferred, hung up on, and talked down to. The main response I receive upon explaining my problem is "um". I simply want to know what needs to be done in order to use a computer that I just recently purchased.Desired Settlement: I would like to contacted by someone that can at least feign concern for my issues. I would like to have the issue either resolved, or the computer replaced as soon as possible. The errors that continue to occur are preventing from utilizing my computer for even a fraction of the time that I need to be able to do so. I would also like a formal complaint to be made regarding the level of service that I have been receiving.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/11) */

On 12/10/2013, Microsoft Support was able to connect with the customer to initiate a conference with [redacted] regarding the customer's [redacted] Satellite L55T computer of which the customer would like to roll back to Windows 8.

[redacted] informed the customer and Microsoft Support that the machine does not have a recovery partition to enable the roll back to Windows 8, but the recovery media could be purchased for $40.00. The customer denied this option. Microsoft Support is going to work further with customer to see if there are any alternatives to address the issue. Microsoft will update the Revdex.com case again upon resolution of this matter.

Final Consumer Response /* (4200, 12, 2014/01/02) */

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

I have decided from this point on to attempt to work with [redacted] to resolve the issue. While I do acknowledge that Microsoft provided support for an extended time, the support was not up to par. Speaking with rude support providers and being told that my schedule was my responsibility. Being made to cancel an appointment made months in advance because that was the only day the support team was willing to help me. After so much time without resolving the issue and spending hours on the phone daily I cannot continue. Had the representative been kind and somewhat understanding it would have made the situation go over much more smoothly. In the end I realize that my case was not cut and dry but for the "highest level of support" from microsoft to be so flippant is just ridiculous.

Final Business Response /* (4000, 14, 2014/01/03) */

Microsoft Support was able to connect with the customer on 1/2/14. The customer informed Microsoft Support that she will be contacting [redacted] Technical Support and does not need additional assistance from Microsoft. The customer's computer is fairly new and the recommendation to engage [redacted] Support was provided at the onset of Microsoft support Engagement of this matter.

During this case, Microsoft Support assisted the customer with engaging [redacted] Support and they stated a [redacted] Recovery Disc would resolve the issue. The Recovery Disc cost is $40. The customer declined to pay for this cost. Microsoft Support offered to reimburse the customer as a goodwill gesture, but the customer declined the offer and the disc was not purchased.

Additionally, Microsoft Support has provided the customer with a free copy of Windows 8.1 in an attempt to resolve the issue, alternatively to the recovery disc.

Microsoft considers this case closed and will proceed with archiving this case.

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.