Microsoft

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding unauthorized access to your account.  The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft...

Corporation

Complaint: [redacted]
I am rejecting this response because:This is the same issue I have had with my computer. I understanf if it was a different issue that has occuerd but it is not. I have spent enough money on your device and for it to mess up again with the same issue not even three months after. They want 500 total thats more than the device its self. I want an exchange or a refund now. Thanks[redacted]
Sincerely,
[redacted]

Hello,
Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington.
We apologize for the delay in responding to your claim.  If you are still experiencing an issue with your product or service, please update your Revdex.com...

claim confirming your most recent service request number and we will be happy to investigate further.
If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with.
Sincerely,
Microsoft Corporation

Complaint: [redacted]I am rejecting this response because:
In shopping for a new laptop for my college-bound daughter, I learned the major manufacturers offer an education discount for college students. I selected the university my daughter will be attending on the site and began shopping for a laptop. I was particularly interested in the Dell XPS 13, either the base model (4/128GB) or the next model (8/256GB). In presenting the info to me a 10% education discount was applied to this computer, and the opportunity to "save an extra 100..." was also presented to me, however when proceeding to pay, this was removed. I have a screenshot clearly showing this offer. I called the business and shared the screenshot with them. Whilst I understand this may not have been their intention, they clearly are misleading me as a consumer into believing I can get an even better deal. I simply want them to honor the price as presented on their website (both the 10% student discount and the save an extra $100) or provide an item or service of equivalent value.
Sincerely,[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your Xbox Elite controller. We apologize that because your device has exceed its 90-day warranty, we are unable to fulfill your request for a replacement controller. We...

understand this may not be the answer you were hoping for, however we are bound by Microsoft policy regarding warranties and exchanges.
At this time, Microsoft considers this case closed. We appreciate your time and have recorded your feedback.
Sincerely,
Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because: THERE IS NO "SERVICE REQUEST NUMBER" WITH MICROSOFT. MICROSOFT OUTLOOK EMAIL PROVIDER IS BLOCKING MY EMAIL: [redacted]M. THEY ARE COSTING ME 100Os IN LOST INCOME.[redacted]
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding the Xbox chat adapter issue you’re experiencing. The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Groove music issue. After reviewing your service request number, and checking your account history, it appears one of our agents sent you an email on 8/9 with an update that states...

they will be able to provide you a token for 4 months of free Groove music. They are currently waiting to receive the token so they may send it to you. Please respond to their email if you have any further questions during this process. Sincerely, Microsoft Corporation

Complaint: [redacted]I am rejecting this response because: It's 9 months after the fact. But, yes. The solution to my issue was one of 5 given to me by 5 of the Microsoft customer service agents I spoke to. But I'm not giving them credit. Essentially, one of my Army buddies (an IT Soldier) told me which solution was real. With his guidance, I delivered a cause and effect narrative to the last agent that I spoke to. The customer service agent remoted into my computer and fixed my issue. But that's less to do with Microsoft and more to do with my buddy's technical competence. My issue was resolved, but I reject both Microsoft's apology and any direct line drawn from their "help" to the solution for my issue. I know Microsoft's IT department was overloaded during their Windows 10 roll out, but that's self-inflicted and not a reason for poor service or wrong information. Honestly though, I don't want anything else to do with Microsoft concerning this. I'm actually taking classes right now so I can switch from Windows OS to Linus OS altogether by 2020.    Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear [redacted],
My name is [redacted] and I am contacting you from the Customer Relations Office at Skype. Your complaint to the Revdex.com has been forwarded to my attention.
I am sorry to hear that your account has been restricted...

by Skype and despite being in contact with our Customer Services team, you have been unable to get your account unrestricted. I will look into this for you.
I have been in contact with our Fraud Investigators who have monitored what has happened on your Skype account and It seems that a third party had gotten access to your Skype . Your account Skype was blocked automatically after our automated script picked up an unusual usage pattern, as blocking your account is the only way to make sure that the fraudsters will not be able to start making calls from your account.
I have also gone through your conversation with our Customer Services, as well as compared the verification data you have sent with our backend data and as there has been enough information provided to be able to verify you as the account owner, we have now removed the restriction from your account. You can continue using your Skype account. Please understand that it is absolutely necessary for us to verify the identity of the person asking to get a Skype account, that has been hacked into, unrestricted, as we need to be sure that we are opening the Skype account to the rightful owner and not the fraudsters.
Now, our Fraud Investigators have monitored the data and accesses to your account very carefully and we can see from our records that your account was accessed with the correct credentials as we see no previous failed attempts to login to your account which would indicate the person could have just tried to guess the password, nor is there any trace of brute force attack to get access to your account. That can be a clear indication that a Trojan/malware/malicious app or a hidden information collector has been installed on one of the devices you're using Skype on, which sends information to a third party who can use this information abusively. We strongly recommend you to run all possible security checks on all of the devices you use Skype on, uninstall any suspicious third party apps and close any remote access slots.
I do completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this process. Please rest assured we take the feedback we get from our customers very seriously to make our services and processes more customer friendly without compromising in security and privacy of our customers. Any feedback you give us will be an immense help towards identifying the weak spots in how we support our customers and improve our services.
I hope that my email helps to shed some insight into what has happened and I thank you for all your patience and understanding dealing with this.
If you should have any questions in the meantime, please don't hesitate to contact me directly under [redacted]@skype.net, I'd be happy to help.
Kind Regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (2000, 7, 2014/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently my account was finally verified and unrestricted, which means it is returned to me with the full use of it, after what may have been a hacking incident.

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding issues you are experiencing with your Xbox.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you...

have provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support, you can reach Xbox support at [redacted] between the hours of 6:00AM - 10:00 P.M. Pacific Time, 7 days a week including holidays.  Sincerely,Microsoft Corporation

Initial Business Response /* (1000, 6, 2014/10/07) */
Dear [redacted],
My name is [redacted] and I work for Skype Customer Relations Office. My duties include responding to customer complaints.
I received your complaint from Revdex.com that you have experienced issues with Skype. I'm very sorry to read...

that and I will gladly assist you further.
Upon checking our records I can see that you had two different recurring subscriptions on the Skype account "[redacted]": Unlimited United States 3 month subscription and Skype Number 3 month subscription. Both have been paid for and are not free trials. If you have any other accounts with other subscriptions, please kindly let me know the Skype account name or email attached so I can look into this.
If you can confirm that the account in question is indeed "[redacted]", I will make an exception and issue a refund for the unused recurring orders and for the Skype Credit order. The funds will be then returned to the credit card account used as the funding source.
The payment agreement, the subscriptions will also be cancelled and no longer active on the Skype account.
Please kindly confirm the Skype account name you are experiencing issues with.
Also, please note the following:
Please note that all Skype subscriptions are recurring by default.
May I please also refer you to our Terms of Use, Paragraph 9 that each user has read and accepted prior of receiving access to any of Skype services:
http://www.skype.com/intl/en/legal/terms/tou/#payment
9.4 Recurring Payments. Where you purchase Products on a subscription basis (monthly, every 3 months or annually (as applicable)), you acknowledge and agree that this is a recurring payment and payments shall be made to Skype by the method you have chosen at the recurring intervals chosen by you, until the subscription for that Product is terminated by you or by Skype.
You can cancel the subscriptions at any time when you sign into your my account page.
Skype asks to confirm the acceptance of the terms of use prior you complete the purchase and in addition a warning is shown during the purchase flow stating the following: "Please note: This is a recurring payment. We will store your payment method and you will be charged each time your subscription automatically renews until you cancel. You can cancel any time on your account page under Subscriptions. "
Upon checking our records I can see that the Unlimited US & Canada subscription has been used until February 17th, 2014 for several calls.
Based on Skype Refund Policy (http://www.skype.com/en/legal/tou/#10) When you purchase Paid-For-Products directly from Skype you will be entitled to a cancellation period of fifteen (15) days (a "Cooling-Off Period") unless you have made use of the Paid-For-Products in any way, in which case the Cooling-Off Period will be extinguished and your purchase cannot be cancelled or refunded.
Outside of the Cooling-Off Period, only subscriptions are refundable unless used or expired.
I hope this response has been helpful.
We apologise for any possible inconveniences caused by this.
I will be waiting for your reply in order to assist you further.
Kind regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (3000, 8, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes account is [redacted]
and as you can see I did not use any of the services. I only barely rember signing up for the phone number with unlimited and did not notice that it was a recurring payment as I wanted to try a phone number for a voip service as compared to magicjack quality.
Still dont see why there would be 2 charges and credit if the one was unlimited. I logged into skype and tried to get messages to text and it wanted more credit (there is over $100 in credit that I have been charged) shouldnt it be refunded or kept as credit like a gift card (gift cards cant expire nor should credit) just please refund ASAP
but then completely forgot I signed up and never used it at all.
if everything could be refunded that would be greatly appreciated.
only noticed because my credit card did not work I have it set up to pay for what I spent that month and it was maintaining a balance. the rep online at skype would not reimburse anything but the 15 days prior which was nothing....
Please refund and I will gladly drop case.
Final Business Response /* (4000, 10, 2014/10/14) */
Dear Mr [redacted],
Thank you for your reply and the information provided.
I have issued a refund for the recurring orders for both the Skype Number and the Unlimited US & Canada subscription. Also for the Skype Credit order. Funds will be returned to the credit card account used as the original funding source.
The Payment agreements have also been cancelled and there won't be any further charges.
I hope this response has been helpful.
Again, we apologise for any possible inconveniences caused by this.
Kind regards,
[redacted]
Customer Relations Office
Skype

Hello [redacted],
Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington.
We apologize for the delay in responding to your claim.  If you are still experiencing an issue with your product or service, please update your Better Business...

Bureau claim confirming your most recent service request number and we will be happy to investigate further.
If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with.
Sincerely,
Microsoft Corporation

Hello,
 
Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington.
 
We apologize for the delay in responding to your claim.  If you are still experiencing an issue with your product or service, please update your Better Business...

Bureau claim confirming your most recent service request number and we will be happy to investigate further.
 
If you have not contacted support regarding this inquiry, we encourage you to visitsupport.microsoft.com to get immediate assistance with the product or service you are experiencing issues with.
 
 
 
Sincerely,
Microsoft Corporation

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com regarding your purchase refund concern.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox console. After reviewing the Service Request Number you provided in your claim* we are only able to offer the options that you listed in your claim. You can either send in the console...

for repair to our service center and wait for it to be fixed* or there is an advance exchange option which requires a processing fee and a credit card hold* but we send you a console first. After you are satisfied with the replacement* you would send the bad console back to us. Sincerely,Microsoft Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Windows 8.1 driver issue.  The Technical Support Escalations Team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft Corporation

Dear [redacted],Please refer to our previous response:Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox One Elite Controller issue. Upon reviewing your complaint our agents are correct in saying your controller is out of warranty, purchase date 12/23/16, so it may not be replaced. Due to this reason we consider this case closed and will no longer be responding. Please refer to the snipped quote below from the Xbox One Product Warranty, Section 1, part g:“’Warranty Period’ for Xbox One means 1 year from the date You purchased it; and for Accessories, means 90 days from the date You purchased it.”(http://support.xbox.com/en-US/my-account/warranty-and-service/console-kin...⇄ Sincerely,Microsoft Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will wait for them to contact me and if I hear nothing within 48hrs I will reopen case
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your Skype account.  The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.
Sincerely,
Microsoft...

Corporation