Microsoft Corporation

Review: I currently pay money for Xbox live service. For unknown reasons my account was suspended. I Contacted Xbox support and they said I could not talk to anyone reguarding this issue and they could suspend my account at any time with out contacting me first to discuss the issues. I don't believe that it is fair to customers to pay for a service but the company can just suspend an account without any way to dispute the claim. I had just recently left Sony PS for this system but now believe that it was a bad choice because Microsoft clearly has poor policies and customer service. Desired Settlement: I would like to speak to a human customer service agent to resolve this issue. I do not want to spend the time and energy taking this corporation to small claims court to resolve this issue for damages due to poor policies, but will have to if this is not resolved swiftly.

Review: Broken promises, assaults on my character, unhelpful staff, 3 days of calling with no resolution and even less help. I pre-ordered the Halo: Masterchief collection game for Xbox one on the Microsoft store website on 11/7/14. There was a promotional bonus that was supposed to come with the game of $10 in Microsoft points, a bonus code usable for downloadable content in game of a special "skull" that gives bonus abilities, as well as a license plate frame for your car and window decal sticker. According to the website, if you ordered the game by 2pm pdt on 11/7 it had guaranteed release date delivery. I placed my order seconds before 2pm on 11/7 and expected to receive all promises made on the site. on 11/10/14 I decided to check my order status expecting to receive a tracking number I could follow. When looking, I noticed that the site had shown my package to not have been shipped yet, so I contacted customer service via the chat now option on the website. My husband and I spoke to a woman on the chat who promised me that my game would arrive on 11/11/07 (the release date) because it was being shipped out that moment and assured me I had nothing to worry about. She gave me the following case number: [redacted]. On 11/11/14 I decided to again check the website expecting to see my tracking number because the previous customer service rep had promised me that my item was again shipped out. Upon looking I noticed that yet again my package had not even shipped, so my husband and I once again contacted customer service. When asking for help I was hung up on. Irritated, I called back speaking to another rep whom I informed I was recording our phone call. He had no issues with this. That rep told me the package hadn't been sent, he could offer no information, and insisted that their site had never had a release date guarantee of any sort despite the fact that I saw it and that multiple other sites were advertising this "great deal" from Microsoft. After an hour of arguing and him asking me to prove that they ever had such a deal, I asked for a supervisor. I told the supervisor what had happened and received no apology or help. She insisted that while they did have the guarantee (despite the previous rep's insistence it had never existed) that I did not qualify for it because although I ordered the product by 2pm in my time zone, it would have been around 4pm in her time zone. I informed her that the site said by 2pm PDT which is 2pm in my time zone. She argued that I was wrong, she could do nothing, but she would escalate the case and someone would eventually help me maybe. I asked to speak to her supervisor. When he finally got on the phone, 2 hours into my arguing with reps over what their website promised, he informed me he didn't want to be recorded, said that despite everyone else giving me the ok to record them that I was not allowed to record the conversation, and hung up on me. Because I was hung up on I do not have a case number for that 2 hour+ phone call. I called back, asked to speak to a supervisor because at this point the way I had been being treated was really appalling especially when considering that I had previously been promised my game would arrive as expected on 11/11/14. I spoke to a woman named [redacted] whom could do nothing for me including cancel my orders. After about an hour of talking, she agreed to give me a code for a free downloadable game of my choice, but that it would take 24 hours. I had her send me an email because at this point I no longer believe anything this company says. She promised to get back to me and gave me a case # [redacted]. 24 hours later, no code or call back, though I still have the email promising to give me a code. Day 3 I log on to the site and see they have canceled my game order, I now will not receive the bonuses and it is too late to order and receive them from another company. I call back, case # [redacted], am told I may not receive what [redacted] promDesired Settlement: At this point because of all the trouble I have been put through, I would like to receive the code for a downloadable game of my choice that [redacted] had promised me, as well as the pre-order bonuses that I can no longer get from any other source since Microsoft and their team had made me believe I could "trust them" and their promises. I would also like a sincere apology for putting me through all the trouble, being called a liar when quoting their site, and broken promises made by customer servic

Microsoft is the worst company EVER!! Because they will not change the Windows XP End of Support Date to 12/30/2022

Review: In December of 2012, I initiated a repair for my surface tablet. I sent it in as instructed by Microsoft and patiently waited for my repaired device. However, after a month had passed and I still had not received my device, I proceeded to contact MS to inquire about the status of my repair. I was escalated to a Mr. [redacted], who is apparently part of some "MS Escalation Team." He told me that basically, Microsoft had lost my surface. Not only this, but that they were not going to replace my device. This is such a load of BS on Microsoft's part. I followed all the instructions and got a lost device. All I wanted was a repaired surface. Well, now it is months later and I still have nothing to show for it. I am extremely ticked off at Microsoft for being so apathetic about this situation. It is baffling to me that it has been MONTHS and still nothing has happened. Desired Settlement: Replacement of my Surface RT 64GB as promised.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/10) */

Dear Sir,

My name is [redacted] and I am a member of the [redacted] and Partner Advocacy Team at Microsoft. From your letter I understand that you have reached out to the Revdex.com, as in December 2012 your sent your Surface to Microsoft for repair. After waiting for one month, you contacted Microsoft inquiring on the status of your Surface and were informed that your Surface had been lost and that it would not be replaced.

I have reached out to you at your Hotmail.com address on two separate occasions, and have yet to receive a response. I would like to investigate this issue further. In order to pinpoint the best next steps I can take to assist you, please provide the following information:

* Any/All support case numbers you were given when working with Microsoft Support

* Proof of Purchase or Receipt for your Surface

* Any/All tracking numbers associated with this

* Telephone number(s) where you can be reached

Once this information is received, you can expect to receive an update within 2 business days. Please respond either to the emails sent to your personal address or through the Revdex.com tool.

Thank you,

Advocacy Specialist

[redacted] and Partner Advocacy - North America

Microsoft Corporation

Review: While I was discussing my computer hacking with the technical service personnel at MIcrosoft, I was steered to a person whom would fix the problem. I was connected to a company I never heard of and did not call.

As a result I was invoiced for $299.99 by [redacted] which I would not have used.

This is unfair business practice since I was dealing with one company and unknowingly transfered to another without being told that I would be chaged $2999,99 Desired Settlement: My $ 299.99 plus any additional cost such as fees.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/06/07) */

June 7, 2013

Isiador [redacted]

Revdex.com Case #XXXXXXXX

Dear Mr. [redacted],

Microsoft received your response to your complaint from the Revdex.com regarding a request for reimbursement for a charge incurred from a 3rd party company, [redacted]

Unfortunately, Microsoft has not been able to locate record of our technicians speaking with you, and without a case number we cannot proceed with an investigation. Microsoft is not liable for charges incurred through 3rd party companies, and we regret that we are not able to refund the support fee you paid to [redacted] You will need to follow up with [redacted] to obtain a refund.

I've included a link to our Support site for your reference, should you require assistance with a Microsoft product in the future. Please choose the option that best suits your needs. I also encourage you to Online Privacy site to learn more about how to void phone scams.

As you have not been able to provide a support case number in our records, we have no choice with to move this case to closure. Please let me know if you have any other questions.

I'm sorry I couldn't help more. Thank you for your patience and understanding,

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Review: Microsoft windows 8 is incompatible with my large amounts of software and websites and has been locked on my computer and will not allow rollback to windows 7 or Linux and I am un able to find any way of voicing my frustration to Microsoft or getting a solution to my problem

it appears they do not care about keeping their customers happyDesired Settlement: to have it fixed free of charge and to let them know I am not happy

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/19) */

September 19, 2013

Longmont, CO 80503

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding compatibility issues with various software applications and web sites with your Windows 8 computer was forwarded to Microsoft and assigned to me on Monday, September 9.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update by the September 19 deadline.

I have been attempting to contact you on 9/9, 9/11, and 9/16 as I need to better understand which software application and web sites you are having compatibility issues with Windows 8, along with the best phone number to reach you. Although, I did not receive this information, I engaged our global escalation team to assist, and I see that [redacted] has tried to contact you. Please work with [redacted] as he is the best resource to assist you with your issues.

I will follow up with you again on Monday, September 23 to check on the status of this case. I will provide my final report to the Revdex.com once we have provided closure to your case.

Thank you.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Review: Prior to purchasing a product from A certified Microsoft partner I contacted the Microsoft store and had a representative verify the product was a legit sale. I purchased the product and it turned out to be counterfeit and the Microsoft partner is no longer available. Microsoft guaranteed the purchase and now they will not stand behind it Desired Settlement: I would like them to provide me with product keys for the 7 windows 7 pro workstations since we have 7 machines that are not activated

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/31) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in obtaining product keys for the Windows 7 PCs that you had purchased. Once I received your request, I reached out to you to gather additional detail to allow me to investigate your issue. As I haven't received a response after reaching out to you on 10/25 and 10/29, I am presuming you do not need assistance at this time and consider this case closed.

Thank you,

Advocacy Manager

Microsoft Corporation

Review: At the microsoft store website I was researching products and when I clicked on the surface 2 they advertised the product's price as 449.00. There were no disclaimers that the product was for sale at the price for today only "cyber monday" or while supplies lasted. I tried to order the product at that price and due to it being out of stock I could not complete the order. I then called and spoke with two people at the number provided to call to order the products.

At which time, I was told that the price advertised was for cyber monday only and only while supplies lasted. After careful reading the ad and product description I did not find any disclaimers on the ad I was looking at.

http://www.microsoft.com/surface/en-us/products/surface-2

Once you click into the buy now section, you can then either choose a 32 or 64GB version and disclaimers can be found there.

However, the initial ad and price does not have those disclaimers. Either this is bait and switch or it is false advertisement.

I did not find the price and original ad by clicking on cyber monday deals, ad or web address that would have indicated to me that I was going into a "Cyber Monday" sale area.

The $449.00 price is listed on the page that provides the description of the product and I believe that Microsoft should have honored that price for me. Even if out of stock, they should have allowed me to order the product at the price listed and shipped me the product when it came back in stock.

The website address above is where I viewed the product description and the price of the product. It is not in a special section and can be found when clicking on their products, surface 2 and to the area that provides the description of the surface 2.

Desired Settlement: I am going to purchase a competitors product and want Microsoft to pay the difference between the cost of the competitors product and the advertised price of $449.00 for the Surface 2 that I would have paid if they had sold me the surface 2 at the price they have advertised. I would not but the surface 2 at the advertised price even if they offered it to me now after the fact.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/04) */

December 4, 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 a request on your behalf regarding the report you filed with the Revdex.com. According to your report, you attempted to purchase a Surface 2 for the advertised price of $449, however the product was out of stock and Microsoft did not offer a backorder option. You have communicated that you will be purchasing a competitor's product, and have requested that Microsoft price match to the purchased product. I was able to confirm from the Microsoft Store site that the Surface 2 is still being offered at the $449 price point, however, unfortunately, the product is currently out of stock.

Per the Microsoft Payment + Pricing site, Microsoft prices, product selection, and promotions offered on the Microsoft Store website may vary at any given time, and Microsoft does not guarantee price match. We regret that you were unable to purchase the Surface 2 and instead have purchased an alternative product, however we decline your request for price match per Microsoft policy.

We consider this matter closed, and this is the final communication you will receive on this matter.

Sincerely,

[redacted] Advocacy Manager

Customer and Field Advocacy

Review: I had spoken to a representative from [redacted] where I had purchased my Microsoft Office product over the phone the same day I purchased the product. I got home and the barcode needed to be scratched off in order to enter the information on my computer, half of my barcode came off with the tape that it was attached to and was not legible. I called the store and they assured me that I was able to return the product in store [redacted] Cn Rapids) and that this problem was very frequent with their Microsoft products and they've had many complaints. I went into the store a couple weeks later and was told I was unable to return the product at the store and would have to mail the product into Microsoft. I called the help center for product returns and they had explained the process. After mailing in my product with a letter regarding the issue, I never received any response. They kept my product with no return or exchange. I am a college student that has gone an entire semester without the ability to use my computer for typing up documents. Desired Settlement: I would like the product exchanged for a new access code that I am able to use for my computer.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/05) */

5 Dec 2013

[redacted]@hotmail.com

[redacted]/Revdex.com,

The request for assistance with the Microsoft Office product purchased from a 3rd party has been resolved. The Microsoft returns team has confirmed a refund check for $129.46 was issued on 11/25/2013 and sent via [redacted] to [redacted], XXXXX [redacted] Cn Rapids, MN 55433.

I will be archiving the case involved with the request today. Case number XXXXXXXX.

Sincerely,

Advocacy Manager

Customer and Field Advocacy

Microsoft Corporation

Review: A letter to Microsoft shows my great experience!

Hello Microsoft,

I have a situation I'd like to share with you after I have exhausted all of my resources.

I have been watching the Surface Pro 2 - 256 GB closely for about a month and when the surface was available on November 26, 2013, I immediately placed an order (I've the order #) with 2nd day delivery option. So, I waited patiently for it, but unfortunately, the surface didn't arrive. So on the 3rd day, I called Customer Service and acquired about my order. The rep said that we are sorry item will not arrive tell next Monday Dec 2nd and for that we will refund you the shipping option ($9.99). I replied that's alright but I want you to change the shipping address because next week I will go to a different city. He said ok and took the new address and then gave me a case number which I still have and everything was normal.

Following the UPS website, I saw the intercept of my shipment and was happy; however again, another disappointment from Microsoft occurred, instead of shipping the item to my new address the surface was sent back to the warehouse. What made things even worse my surface that I already bought was resold to another person!!!!

I knew that after I made a second call to CS and the rep. frankly said that sorry your surface was sold and we don't have it anymore in the warehouse. Of course, I got mad and asked to talk to the supervisor but the rep said that the previous rep already raised my case to the higher level managers and they should have contacted me which, yet again, another let down because nobody has bothered to call me till today. I kept asking her to transfer me to her manager but she said that she cannot!!! That call was the worst customer service experience I had in the whole year!

What hurt me the most and frustrated is the next day email that I received for the refund of the whole purchase!! There I was literally amazed of how great my experience was with Microsoft the leading company of the world, or is not?! I really grabbed my head and said to myself what the heck is going on??!!

But to be honest, although after all these let downs, I still didn't give up on you and tried one more time which was today but this time through chatting, so guess what happened?

Of course, another disappointment!

The rep said we apology but we can do nothing to you anymore!! Can you believe it?? He really said that. hahahaha. And when I asked him that I want to talk to his supervisor, he literally disappeared. Hahahahahaha. You know sometime moments come when you cannot help but laugh. I really could not believe all this is happening from such a big name like Microsoft!

WOW, way to go Microsoft...By the way till this moment I am still waiting for the call from the manager.Desired Settlement: I need my surface pro 2 256 GB back!

Business

Response:

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

December 13, 2013

[redacted] WXXXXX [redacted]

Waukesha, WI XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding your recent support experience with the purchase of our Surface 2 Pro was forwarded to Microsoft and assigned to me on Friday, December 6.

I immediately engaged our Microsoft Store escalation team on this request and [redacted] was assigned to this case. He was able to work with you and address your less than satisfactory experience with support. As you were interested in placing another order for the Surface 2 Pro, but not have to purchase online, [redacted] was able to have the Microsoft Store near you, set aside a unit and was able to offer you a discount as an offer of goodwill. I understand that you were able to go to the Microsoft Store to purchase your Surface 2 Pro and the Microsoft Store honored the discount that you discussed with [redacted].

I am glad to hear that you were able to receive your Surface 2 Pro at a discounted price. As this resolves the issues addressed in this case, we will be moving to archive your case today.

This concludes my report.

Thank you very much.

Sincerely,

Advocacy Manager

Microsoft Corporation

Review: On approximately 13 December 2013 I ordered the Acer Aspire laptop V5 573P-6896 from Microsoftstore.com for $499 that included a $25 gift card; my order # XXXXXXXXXXX. The transaction was authorized by my bank and posted to my credit card but I never received a confirmation email from Microsoft. I contacted the Microsoft store by phone to ascertain the status of my order. The Microsoft Store representative said that my order was never processed and that the product was now out of stock and that the transaction was cancelled. I never received a email from Microsoft store stating such but I did verify the order was indeed cancelled by them. The representative said that she would escalate the matter to a higher level to determine why my order wasn't processed and to resubmit original request for the product for $499 and the gift card once the product back in stock. I was informed to call back the next day; I did and was told that the matter was still being mitigated. I've called the Microsoft store more than 5 times concerning this matter over a 5 day timeframe and have not received an answer. I'm always being asked to explain the situation over and over and that the matter will be escalated to higher authority for the resolution that I requested which is: when the Acer Aspire laptop V5 573P-6896 and gift card ($25) is back in stock I want it for the price of my original order $499. The laptop is back in stock on their website. I called the Microsoft Store day and given the same run-around. The last escalation number I received was

XXXXXXXXXX.Desired Settlement: I desire the Acer Aspire Laptop for price that my original order was placed ($499)was placed along with the $25 gift card.

Review: The service I utilize through Microsoft is Office 365 home premium. As I pay for this service it has not worrked properly for the last month. I have spoken with 3 reps. and 1 supervisor to get the issue corrected. This issue is that this service is locked up. There is 3 services on this service skype, skydrive and Office 365 home premium. The skydrive and skyp work fine and I am able to use. Office 365 home premium on the other hand does not. First rep I spoke with only told me basic known possible fixes (ie: clear browser history, restore defaults and such) only for them to tell me that there is nothing that can be done and to wait see if it corrects itself. Second rep I spoke with was with accounts as the error message says "It seems your account is not quite ready yet. Close this window and come back to your account page later." This rep took quite a bit of information and put me on hold numerous times. After taking quite a bit of info. credit card, phone #, username, and so on said everything was fixed and there is no issues. She then directed me to uninstall Office completely and to reinstall. I proceeded with the uninstall restarted my computer only to find that the issue with my service still exists and am not able to install Office 365 home premium. I then proceeded to call tech. help. I was connected to a rep. that all she did was connect to my computer and attempt to do all basic troubleshooting. When watching all she did was repeatedly flip through my account and reset settings, cleared cache numerous times. Then she said that there was nothing she could do for me. Said that she could give me a temporary remedy (trial version). I then spoke with supervisor only to not get any help there either. So I am not able to use a service I pay for and have to stop my work. If this was a business account I would suspect that this issue would have been fixed right away (ie: the first time). Desired Settlement: I pay for a service and it should work. I should not have to be given a run around to get something this simple to fix. As I pay for a service all I am looking to get is a working service that I will not get a run around with and to be at minimum reimbursed for the month of service that I have had this issue with.

Review: When a [redacted] laptop with the [redacted] Media Direct button on the laptop upgrades to Windows 7 Microsoft PC operating system the consumer takes a great risk that they will have serious problems if the [redacted] Media Direct is pushed. Over half of all PCs are using Windows 7. The likelihood us great and it has never been fixed. I may be losing thousands of pictures and documents. 64 gigabytes of data just because I have the popular dell computer and exstremely commom Windows 7 operating system. The [redacted] was made prior to the Software or [redacted] would be the subject of this complaint. Customers are sharing problems and no warnings or remedies are written to windows 7.Desired Settlement: I need a trained technician to recover my data and rid me of future problem and the fix offered to the masses as well. We paid for these alot for these products and trusted valuable data bto be stored and manipulated by them. They need to be creditable.

Review: I purchased a brand new/unused Microsoft Surface Pro that has a Microsoft Global warranty, and received it on or about February 5, 2015. I specifically asked if the unit was new and unused, because I cannot have a remanufactured unit. I have the emails assuring me that the unit was 100% new, unused, and under Microsofts factory warranty. I would not have bought this device if I had not had this guarantee. I verified the warranty with Microsoft, purchased the unit, and registered it with Microsoft. The serial number is xxxxxxxxxxx. I needed a keyboard to type with, so I ordered a Microsoft Power/Type cover before using the device. After it arrived the instructions said to upgrade the operating system first, which I tried to do. On March 5, 2015, after having trouble upgrading the system, I contacted Microsoft support, because I have purchased their full service support program and the unit is under warranty. The woman tried to resolve the issues, but the after getting some warning codes; she told me that the unit would need to be replaced as it had a defective operating system. She said I would get either a new surface pro 2 or a new surface pro 3 as a replacement because my unit was no longer being made, however was still brand new. I had not had this unit even 30 days before discovering it was defective, so I followed her instructions and returned the unit to Microsoft on March 4, 2015. This conversation is reference #xxxxxxxx. I was happy however, the next day called to see if instead of sending me a i5 processor with 128 gb, if I could upgrade to a i5 processor with 256 gb unit, and I would pay the difference. The person I spoke with said I could not and informed me that I would be getting a rebuilt unit back, not a new unit as promised. I explained that I had not bought a refurbished unit; I had bought a brand new, never used unit, with a Microsoft warranty. I had not even had the unit 30 days and never got to use it because I had to order a key board. He would not discuss the issue, and insisted I would be receiving a rebuilt unit, but said they would buy back the replacement unit they send me for $200, or something like that, credited to a new unit. I explained how insulting that was because I had just purchased the unit new and paid 3 times that and never even used it, but now it was only worth pennies. I asked to speak to a supervisor and he hung up on me. This happened on 2/5/15 at 1022 reference code xxxxxxxxxxxxxx.I called back but was told to call back in the morning. On 3/6/15 I again spoke with the surface return department and was again told that I would get a refurbished unit. I asked the representative why would I buy a new device and then accept a rebuilt one when I had not even used the computer I bought, and he said in a condescending tone, why would you is right. He continued telling me how great the rebuilt units were but refused to listen that my unit was less than 30 days old when it was returned it, at the instructions of Microsoft agent. I spoke with a supervisor who said he was the head boss of Microsoft returns (no one had more authority than he had, and he had no supervisor) and said that I would get a rebuilt unit, and that was all he could tell me. I am very unhappy with the customer service I am receiving. I want to reiterate the fact that I cannot have a remanufactured unit, for several reasons, one being that I bought a brand new one and paid good money for it and had it less than 30 days before discovering it was defective, and was told to return in to Microsoft. Additionally, because the Microsoft representative said to send it back to them, the time past to return it to the company I purchased it from. Other reasons that prevent me from purchasing a remanufactured unit is personal, however these reasons are equally important to me.Microsoft records calls so the first call was recorded. She promised a new unit and I would have not sent it to Microsoft if she had said I would receive a remanufactured unit, and would have instead returned it to the company where I purchased it.Desired Settlement: I want a new unit to replace my new unit, not a remanufacture unit. I should get a product that is of equal or greater value, not a rebuilt that is a lesser value. I was told by the Microsoft Representative that I would get a new surface pro 2 or surface pro 3.

Review: I need to deactivate 2 hotmail accounts due to them having been compromised. Their online isntructions don't work, the links are invalid and their customer support staff says they are not trained to support the product because it's free. I explained ad nauseum I followed their instructions and clearly their site gives me an error that THEIR server is not available. My privacy is being breached and I need to deactivate my accounts please. Desired Settlement: I just want my 2 accounts closed permanently so no identity theft can be committed. Please. Thank you.

Business

Response:

Initial Business Response /* (1000, 5, 2013/08/28) */

August 28, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Friday, August 23, 2012 regarding your two Hotmail email accounts. You filed this complaint to obtain assistance in closing these accounts because they had been compromised and you were concerned with identity theft.

[redacted], a Hotmail Escalations Engineer, reached out to you on Monday, August 26th and he was able to assist you with closing each account per your request.

At this point, it appears that your concerns have been addressed now that both of your Hotmail accounts have been deactivated. We hope you will continue to be a valued customer.

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/Customer and Partner Advocacy - North America

Microsoft Corporation

Final Consumer Response /* (2000, 7, 2013/09/04) */

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

I accept their response. They have made the necessary fixes in order for me to close out my accounts. Thank you.

Review: I just bought my computer from [redacted] on August, 2013. I didn't have any problems until I had to print out a document file from my instructor. I had installed Microsoft Office 2002 and it worked fine except when trying to print the Word 2010 document file. I had to buy the Office 365 and that's when I started having problems. First I could not print and I called Microsoft for help. For some reason they helped me fix the print problem but the representative told me he wasn't supposed to, but because I was being given the run around so much he decided to help me.

I called Microsoft again on September 12, 2013 because I had another issue. I can print documents now, but I cannot print .pdf files. I was told by the Microsoft rep that he will transfer me to the right department. He transferred me to the printer department. They told me in the printer department that it is not a printer problem and told me to call Microsoft for help. I called Microsoft again and after waiting on the line for over 1/2 hour I finally got a representative and I was told that they cannot help me and that I have to call ** because it is still under warranty with them and are supposed to help me resolve Microsoft issues. I called ** again and they said they could help me but I have to pay for tech support, otherwise I should call Microsoft since it is still under warranty. I have been hung up on, transferred, then busy signal, then disconnected, and I called several times only to get no help. I asked for the supervisor but a rep girl in the Philippines by the name of [redacted] told me she had no supervisor in the office and the supervisor won't be in for another hour, then she hung up on me. This was after she made me wait on the line for a long time. I called HP again and asked to speak with the supervisor again. I talked to [redacted] She said she would get the supervisor on the line if I give her my name and phone number and the model number and serial number of my notebook. She then put me on hold. I waited on hold for over 20 minutes, then some woman that sounded American came on the line and said, "you call here again and I'm gonna call the police," then a few minutes later the call got disconnected. I don't know where to turn for help now. If neither Microsoft nor ** are willing to make good on their warranty I don't know what to do. I only wanted to be able to print .pdf files and I also wanted to get rid of a nag screen that keeps popping up every time I restart my computer and open Internet Explorer. The nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ . I checked my control panel and framework version 2 seems to be installed, as well as version 3.5 and version 4 and when I went to the link to download the software it gave me 3 choices. I didn't know which one to download anyway so I didn't even try to download anything.

I am very frustrated with ** and Microsoft since neither one will help me unless I pay for it even though I have a warranty that doesn't expire until 2014. What good is a warranty on software when the representatives refuse to help unless I pay $99?

Desired Settlement: I want tech support so I will be able to print .pdf files, and I want the nag screen says, Microsoft .Net Framwork version 2.0 is required to continue. This software is available for free download at http:///www.microsoft.com/downoads/ to stop popping up. I also want the warranty that comes with my computer and software to be honored the way it is supposed to be.

Business

Response:

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

September 23, 2013

Revdex.com Case: XXXXXXXX

Hello [redacted],

My name is [redacted] and I am with the Customer and Field Advocacy Team at Microsoft. Our office received your complaint filed with the Revdex.com. As I understand, you purchased a computer from [redacted] in August 2013. You did not experience any issues with the computer until you needed to print out a document. You had installed Microsoft Office 2002 and the software worked without incident except when trying to print the Word 2010 document file you received from an instructor. You also reported a less than satisfactory experience when you called in to Microsoft Support.

We have forwarded your comments regarding your experience to the appropriate team, thank you for providing your feedback. Our engineer, [redacted] was able to reach you on 9/21 and confirmed with you that your printer issues were resolved by ** prior to the phone call. We regret the difficulties you experienced when attempting to resolve this issue, and encourage you to reach out to our Support department at [redacted] if you have issues with Microsoft products in the future.

At this time, your case is closed as resolved. We hope you will continue to be a valued Microsoft customer.

Sincerely,

[redacted] Senior Advocacy Specialist

Customer and Field Advocacy

Review: Installed Microsoft 2007 on my computer. It kept having me type the key in over and over and it had the green check, indicating that the key was correct. When I went to use Microsoft Word, it wouldn't work so I contacted Microsoft online. They told me that the product key was on another computer and wanted me to buy a Microsoft product. I already purchased this with my computer. ..they told me to contact the company where I bought the computer. When I told them I was contacting the Revdex.com and FCC, they said we weren't talking about microsoft products and ended the conversation. Desired Settlement: I need a working Microsoft Ultimate office 2007 that I already purchased.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/08) */

8 Oct 2013

[redacted]@gmail.com

(XXX) XXX-XXXX

[redacted]/Revdex.com,

Thank you for your inquiry regarding your request for installation assistance, customer support feedback and for a free copy of Microsoft Office. The copy of Microsoft Office that is in your possession was found to be a 180 day trial and is unable to be reinstalled after the trial period has ended. We are unable to provide a complimentary copy of the Office product.

Your support experience feedback has been delivered to the support management team involved with support case XXXXXXXXXX. It is recommended that you visit the Microsoft Piracy site if you obtained the 180 day trial version of Microsoft Office 2007 from a 3rd party with the impression that you were receiving a full retail copy.

http://www.microsoft.com/en-us/piracy/default.aspx

We apologize that this isn't the response you were looking for, however, we appreciate you taking the time to contact us.

Reference Microsoft case numbers: XXXXXXXX, XXXXXXXXXX

Sincerely,

Senior Advocacy Specialist

Customer and Partner Advocacy

Microsoft Corporation

Review: So I called needing help with something I cannot figure out on Microsoft Excel 07. First, when I called the automated system sucks. You would think that because you all are Microsoft there would be a system that can actually understand what I am saying. Then, after literally 20 min of yelling at the stupid robot I got someone. When I finally got someone, every person spoke English as a second language and could not properly understand what I was saying or comprehend even the simplest of phrases. After fighting the communication issue, it turned out that The automated machine sent me to the wrong person. I was then transferred to another person, who was wrong. Then another person, Which was the wrong place... again. Oh and guess what!?! When I was transferred yet another time... WRONG AGAIN!!!!! So now I am on hold for yet another time, hopefully this will be the right department. This is pathetic. The whole operation and support system is pathetic.Desired Settlement: Help with a simple question

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/18) */

Hello [redacted],

My name is [redacted] and I'm a member of the Customer and Field Advocacy Team at Microsoft. I am writing in response to a Revdex.com message we received regarding difficulties you are experiencing with Excel version 7. I understand that you contacted support with some general functionality questions and were unable to obtain support.

First, I wanted to let you know that I am truly sorry to hear how frustrating this issue has been for you. Unfortunately, mainstream support for Excel version 7 ended several years ago on 12/31/2001 and there is no support channel available. However, if I have the wrong version and you are working with an Office 2010 or newer program, please let me know and I will attempt to engage our Support Escalations team to review this issue and to assist if possible.

If you should have any questions, please 'reply all' to this email.

Kind Regards,

Review: On July 14, 2013, I purchased a Surface RT from the Microsoft store at Dadeland Mall, in Miami, FloridaThe e-mail receipt says the order number was XXXXXXXXXXThe salesperson told me it has a full version of Microsoft Office but, after buying it, I learned it did not have Outlook and because I couldn't handle my e-mail and calendar I returned the Surface RT the same dayNow, days later, I check my credit card statement and I find an unauthorized charge from Microsoft for $- the same amount of the Surface RT purchaseNo one from Microsoft contacted me about this before placing this unauthorized charge on my credit card, and I contacted the Microsoft store but I could not reach a person - just the automated service
Desired Settlement: DesiredSettlementID: Other (requires explanation)
I would like an explanation for this charge and, if unintentionally charged, an explanation and a refundIf intentionally charged I would like an explanation as to why Microsoft charged the card without my authorization or even contacting me first - a violation of the law - and why no one from Microsoft even contacted me afterwards to explain what happenedIn any event, I have spend hours trying to sort this out and I deserve to be refunded and/or compensated for what amounts to either Microso
Business
Response:
Initial Business Response /* (1000, 10, 2013/11/27) */
November 27,
Miami, FL 33131-
RE: Revdex.com Case # XXXXXXXX
Hi [redacted],
Your complaint filed with the Revdex.com, regarding your recent experience with purchasing the Surface RT in July forwarded to Microsoft and assigned to me on Monday, November
Per the Revdex.com process, I am submitting another response through the web site to provide an update by the November deadline
I immediately engaged our Microsoft Store escalation team on this request and I understand that you spoke with [redacted] Per your conversation with [redacted] on Tuesday, November you explained further to [redacted] that you were charged twice for the Surface RT and refunded twice
[redacted] tried to locate your information in our system, but was unable to locate using your name, email address, and phone number providedI emailed you on November 20, November 25, and November to receive additional information including a copy of your receipt and bank statement so we can further research this issue for you
Please "reply all" to the email I sent so that [redacted] and his Microsoft Store escalation team can research why you were charged twice and refunded twiceI set expectations in the email I sent I sent today, November 27, to close this case on Wednesday, December if I have not heard back, as I will assume that no further assistance is required on this case
I will provide another update to the Revdex.com once I have closed this case
Thank you very much
Sincerely,
Advocacy Manager
Microsoft Corporation
Final Consumer Response /* (3000, 12, 2013/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Consistent with the email sent to me, [redacted]'s response is not a resolution but rather a promise that she will provide one in the future once she evaluates the information I sent her todayFor this reason I am updating the Revdex.com that I do not accept today's update as a resolution
Final Business Response /* (4000, 14, 2013/12/20) */
December 20,
[redacted]
Miami, FL 33131-
RE: Revdex.com Case # XXXXXXXX
Hi [redacted],
Your complaint filed with the Revdex.com, regarding your recent experience with purchasing the Surface RT in July forwarded to Microsoft and assigned to me on Monday, November I am providing an update to this case by the December deadline
We sincerely apologize for the inconvenience that you experienced when you returned your Surface RT to the Microsoft Store at Dadeland Mall, which resulted in a duplicate billing/crediting to your credit cardWe investigated what caused the issue and have determined that there was a system error that duplicated some transactions (sales and refunds) with our back-end credit card processing serviceThis issue was corrected as soon as it was flagged in our system and you were fully refunded for the duplicate charges on the same dayThe duplicate processing did not occur at the store level and your personal and credit card information were never compromised
At the Microsoft Stores, providing our customers with an amazing experience is our number one priorityBecause we did not succeed in providing you with that amazing experience, as a gesture of goodwill, we would like to offer you a Microsoft Store gift card to compensate you for your inconvenience
I have confirmed that the gift card was delivered this morning, Friday, December Per set expectations, I will now archive this case
This concludes my report
Thank you very much
Sincerely,
Advocacy Manager
Microsoft Corporation

Review: Several times I have contacted Microsoft about charges to my bank account for a subscription billing. Each time they tell me a refund of the charges will be refunded and the subscription cancelled. Each time I wait for my account to be credited and weeks go by with no transaction of a refund from Microsoft. I call again and go through the same ritual and again the results are the same. I am surprised that such a big company can not deal with a simple refund of $19.98. These are for two office 365 subscription billings that kept occurring. I purchased a full 4 year subscription to office 365 and they kept charging also for the monthly subscription.Desired Settlement: The settlement I am seeking is a refund for 2 months billing charges for Office 365 subscription.

Also, be sure to cancel the reoccurring charges. I have already purchased a 4 year subscription to Office 365.

Business

Response:

Initial Business Response /* (1000, 8, 2014/01/14) */

Hello [redacted],

[redacted] with Escalation Support has been attempting to reach you via email and voicemail to assist with the matter. When you are available, please contact [redacted] so he can assist you. [redacted]'s contact information is as follows:

MarketPlace Escalations Support

Phone: [redacted]

Email: [redacted]@microsoft.com

Hours: M-F. 9:00am - 6:00pm CST

Please reference case number XXXXXXXXXX when contacting [redacted].

Best regards,

Final Consumer Response /* (3000, 10, 2014/01/19) */

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

Here are the dates and amounts. Microsoft originally owed to me a refund in the amount of $69.93 for Office 365 subscription charges from August through November. I was billed $9.99 on 8/24/2013, $19.98 on 9/03/2013, $9.99 on 9/22/2013, $9.99 on 9/28/2013, $9.99 on 10/26/2013 and $9.99 on 11/25/2013. Subtracting the $29.97 that was credited on January 3. The remaining balance would be $39.96.

NEVER ADDRESSED THESE CHARGES AND IN THE END [redacted] TOLD ME TO DISPUTE WITH MY FINANCIAL INSTITUTION FOR THE ADDITIONAL UNAUTHORIZED CHARGES!!!!

Final Business Response /* (1000, 12, 2014/01/23) */

[redacted],

The reason you see a charge fro 19.98 is because your card was declined on for the previous month and then when it processed again for Jan. it went through and of course with the next month charge so it is 9.99 x 2. There is one other office charge from August that I processed a refund on today for 9.99. There are no other charges that I see and that will be refunded. If you have further charges in question, you will have to work with your financial institution.

Thanks,

Microsoft