Microsoft Reviews

This is totally unacceptable! If this were a hack, it would have been resolved immediately. Is it possible this is collusion between Microsoft, Dell and many of the repair techs in that they all are making money in new computers having to be purchased by end users unaware of this, manufacturer of hard drives, and all the repair tech companies. I am looking to join a class action lawsuit or start one. I have lost up to $4000 trying to get this resolved in my inability to work and use my computers for school. I am still without a computer. Both of mine crashed completely. Help! Get me off this crazy train.

In five years I have never been able to find assistance of any kind of assistance through the supposed "chat" link, or any other technological means, (and over the phone? Don't be silly!) That dead link only took me right back to a place to change my password, yet again! Once again, you guessed it! I would change it, but could use it only ONCE! (Completing the Office activation procedure, I must be able to access it twice in a row!)

After three hours of trying to look up how to get help, calling people, clicking links, changing my password again and again, I had to give up attempting to sign into the useless $100 Microsoft Office 365 program I wasted my money on. Now, my speech is three hours late being written, and I failed to meet my client's last-minute deadline. Many of the speeches are last minute - it's the nature of the business. This is the first time I've failed to meet it, and I failed because Microsoft is one tremendous TEN THUMBS DOWN, FAIL!!! Product quality = MASSIVE FAIL! Customer Service = PATHETIC FAIL!

I simply must imagine that Microsoft is run by a bunch of greedy people who tinker with our technology, and mess up our lives by requiring we use their sub-standard products, but make themselves decidedly unavailable to customers, so I've decided to take a pen to paper, since I can't use Word, and send several letters to several people to see if there is really anyone out there! I'll follow up with some owls. Also, I find it hilarious and ironic that I have to constantly prove I'm not a fat, old robot sitting here begging for help and TRYING, fruitlessly to use my services, when I have become completely convinced that the Microsoft execs are probably on some tropical island somewhere, having left their entire business to be run a bunch of "trusty" robots!

I did not get a call by 4 pm the next day. I called support again. They said the number I provided did not work. I beg to differ. I provided the number to their support website and they called me back. So they had the correct number. They did hang up on me twice before I got through to someone. I was also told that they sent me emails. I haven't received any emails. They said they were having problems with their system and that's probably why I haven't received any but I should reply to emails. That is really stupid. Now they want me to wait 3 hours to call them back to get to level 2 support.

Getting through to support is a nightmare. The system hangs up. Sound quality is terrible. I asked why they could not call me. They said technical problems prevent them from doing that, this is Microsoft. They can't get a phone system that works? I still have not received an email to verify the next phone call. My computer has been wiped for 3 days. Microsoft said they would protect my computer from online virus. They have done that. It is protected from anyone using it. I am happy I decided not to trust Windows 10 with my small photography business. I would be in a world of hurts if I did that.

Another tech called today 1/28/17 and told me the June 1st 2017 update was a BETA update. I did not volunteer to Beta Test the June 1st Office 365 Update that has cost me about hours of time, unbelievable frustration, lost business and money to have my tech try to fix it plus business lost when the program would not function. I feel I own my computer, I pay for these programs but that does not make me a Microsoft guinea pig. My IT tech spent a couple of hours trying to correct problems on 6/27/17, another expense for me. He checked his Office 365 and does not have the bugs I have verifying that my problems are due to an unauthorized beta test. My computer is a Lenovo Yoga 910. When does the right to torture your customers end Microsoft. My next computer will be an Apple.

What's next? Buy a car and renew your owner "subscription" annually or your car won't start? Or it will start, but you can't place it in any gear other than Park. This is ridiculous, and unfortunately I have no choice than to "RENEW" my subscription bc I have things to do, so I can't be without the dang program. Please let me find a new company where I can purchase software and use the same version for as long as I, THE CUSTOMER, wants! Congress really doesn't care at all about what companies do to US consumers.

I called customer service back and this time they said they would not switch me back to my old version because they no longer support that version. I said well I bought the window 7 version and I have the product key and I want that back on my computer and I want to cancel this 365 account since so far I have just thrown my $ away on it. They told me my product key no longer worked because it is now outdated but I could buy a new product key for $100. I read a review that they did this to someone else. I told them they needed to give me a refund. I was only 4 months into a year paid account and so far all I got was my program messed up and lost months of work I did. They said they would give me a refund but I still have yet to get that.

After reading reviews of Microsoft I seriously want to file a class action suit against them. Their business practices are so dishonest and illegal. I'm not happy at all with Microsoft right now. They caused me so much stress and lost of months of work I did. And now Google Doc equation tool super sucks too! What the hell! Are there serious math haters out there that have infiltrated and are destroying all the math tools engineers, scientist, accountants, and anyone that needs to write up a math equation use?

This is why issues go unresolved with Microsoft products: all of the ** one has to go through just to report it is soo tedious and infuriating that I almost think a bullet to the brain would be more pleasant. If poor customer support were a sin, Microsoft, I would personally boot your fat ass into the deepest, darkest, most painful pit hell would have to offer. One of the worst customer experiences in my life and would personally love to jam forks into the eyes of the Microsoft employee who handles Customer relations, as he apparently either a) doesn't exist or b) gets paid to do ** all.

It was a bout of organizing that took me to Outlook. But I should not have been fooled by the image of Microsoft's attractive softwares as cozy, well-designed instruments of an organized life. The design is shoddy - I feel that one part of the Skype/Email link matter should actually be actionable - and as I will describe, trying to rectify the simplest of errors with these Microsoft systems sends the consumer down the most futile, exhausting, colossally time devouring rabbit-hole of helpless frustration. On April 4th from my Inbox on Gmail, I forwarded some emails to Outlook, and erased the original emails from my Gmail Inbox once I saw them arrive in my Outlook inbox. As these emails were not originated in Gmail they would not be recorded under Sent. So the only record of them now would be in my Outlook Inbox.

On Wednesday I happily went to open my Outlook.com email, to find that I was being shepherded without any option or choice to link my Skype account with this newly made email. Skype? How did Skype come in? Outlook email? What was going on? Why was my entry to Outlook email being barred, unless I made an adjustment to my Skype account? For me, two unrelated matters, two unrelated applications with very different functions. In any case why would I have to be compelled to concern myself with Skype. I was trying to access my emails. Why was this email account concerning itself with how I dealt with an entirely different application?

A quick search determined for me that Microsoft has purchased Skype. So I sort of understood the logic of the connection. The Outlook commands were commanding me to provide an email that would be "LINKED" to my Skype account, and, as was explained to me later, Microsoft wants to "UNIFY" under a single username and password, all its different applications used by a customer, for the "benefit of the customer," needless to say the customer is being "convenienced" whether or not he/she wants.

Another internet search threw up this untrue piece of information. Go ahead people advised and LINK your SKYPE account with an email address, as Outlook is commanding you to do; there is a way out. You can go afterwards into your Skype SETTINGS and UNLINK that email account from your Skype. I did not even know what the implications of this linking were. Would my Skype pop up every time I used my email, or vice versa? Would Skype and email move towards some sort of address sharing unless denied the way Uber wants to enter one's contacts? Nonetheless it was reversible. I would add an email address and then go into SKYPE SETTINGS TO UNLINK my account. So I wrote in my work email address, thinking it was the remotest I could think of from this personal Outlook email and the safest because it was institutional and many more walls surround it than my other emails.

Immediately following I went to SKYPE TO UNLINK - a message came up saying UNLINKING was not available. Thus the first round began: Customer service for Skype, once you obtain it, is CHAT. There is no telephone conversation option. In chat it took about an hour for the technician to understand the problem. The technicians are not fully proficient in English often. They are desperately looking for catchphrases in what one says, and often give mechanical answers and make prefabricated apologies. It was hard for me to understand the problem too through the manner of the technician's communication. The news was NO UNLINKING possible, no technician in all of Microsoft with all of Microsoft's might has the power to UNLINK the association now, of my work email with my Skype account. IT IS IMPOSSIBLE the technician says.

Conversely therefore canceling my Skype would also cancel my email account as now they were linked! How can the arm of Microsoft SKYPE reach to CLOSE DOWN MY INSTITUTIONALLY DESIGNATED WORK EMAIL ACCOUNT? The entire situation sounds like a plot from a schizophrenic's tremens oration on a late night subway ride. But no, at least theoretically, it is plausible because as it turns out my work email is on a Microsoft platform of some sort. So now I have a professional email linked to a personal application that CANNOT be DELINKED, nor is it possible to cancel the personal application without having my work email be possibly affected somehow. Chat moves up to Supervisor. After much back and forth the Supervisor comes to the same conclusion.

I call work in desperation. No, they said, let Microsoft do their worst, the work emails are not really reachable by Microsoft, go ahead and cancel your Skype account. The Microsoft cancellation site is not designed for an easy cancellation. Another hour of chat and fiddling with the website for cancellation ensues, involving the site sending numbers over and over to my phone as codes, so that it can be assured it is indeed I, wishing to cancel my account - as if any enemy of mine would suffer a Microsoft cancellation on my behalf. Finally I cancel. But no, Microsoft does reach past the walls of my work email system. I receive an email at work, from Microsoft, quoting my work address, saying it will be canceled within two months, unless I use it, in which case it will not be canceled. But I just used the account to check their email to me.

So all the hours of canceling and wrangling and chatting and typing and code inserting and login re-configuring and searching trashed in one instant. Kafka god rest his soul, did not think it quite like this. End of Day One Result: unwanted connection of application Skype with my work email - zero option or solution for reversing the situation. Violation of my privacy, and my right as a consumer to not want a product. True choice in this matter would have been to articulate the terms of the connection of making an email account with Microsoft, and all its consequences with Skype, email linkage, and so on, and the issue of the connections being irreversible. These would have to be presented to the customer honestly at the OUTSET, BEFORE ONE MAKES AN EMAIL ACCOUNT WITH THEM NOT AFTER.

All this came up the second time, I approached my email, their path was presented as the only path, the route to following the Microsoft intention for the customer, surpassing the customer's choice. This is a con essentially, arriving digitally, but still a very ambiguous and sleazy foisting of the product on the customer. I do not know what the interest in Microsoft is to lock its customers into an email linked with its Skype, but it arrives at this item with deception, and maintains with force, and its representatives uphold the con by not having the authority to intercept these mechanisms. These customer service jobs must incidentally be horrible for the workers who must sustain an iron resilience against the contempt their company elicits in its customers.

Day Two - I have given up on the job email/Skype matter though I feel very violated still, very regretful that I ever approached Outlook.com, ever was tricked by the login misdirection, nonetheless I go to find my emails. Outlook does not recognize my password, so it directs me to reset my password. It has on record of course my username, and as reference my two other emails, and asks me to which I would have a reentry code sent. So, it is not recognizing my password, but it is recognizing my account. I obtain the code and reset the password. Outlook opens. THERE ARE NO EMAILS, NONE OF THE FILES I MADE.

Outlook has gone through the procedure of treating me as a recognizable entity renewing their password for a pre-established email account but instead of returning me to my email account it is providing me with a new account. My work is gone. In this case there are two texts that are important to me of which I have no other copies, one is a letter from an editor, another is a poem. I cannot write to the writer asking for copies. I need these two emails even if I discount the rest of my files that are lost, and which I made on Monday. In spite of yesterday's experiences, I honestly do not believe that this will be too complicated a matter to resolve. This time as I make my way through the internet it seems that there is an actual phone conversation support available at Microsoft. But I am quite wrong. Following are the steps that like an infernal snake begin and end in a grotesque circle, a circle of utter shoddy sloppy indifference.

A woman comes on the line, heavily accented, we cannot hear each other well, but no for Outlook there is no telephone customer support but they have a "A TEAM OF CHAT SUPPORT". I rail and by now I have lost all the reserve and manners I maintained yesterday, I have raised my voice, I am railing that I cannot possibly sit at chat again, but finally I have no choice. Chat person comes. He sends the canned apologies and asks robotic questions, I answer irate, rude, ironic but must repeat myself over and over to make myself understood. He cannot help me, but he has copy pasted a link. "CAN I FILL A FORM THEY HAVE A SPECIAL TEAM OF EMAIL SUPPORT." I am beyond railing at this point, and demand, demand to speak to a supervisor. Much waiting, Supervisor comes on the line, mid-conversation, as I am explaining the problem, I think she becomes overwhelmed, she simply hangs up.

I call the number from which she had called, I go through the branches pressing numbers, once I get to Outlook it tells me that "THERE IS A TEAM THAT GIVES CHAT SUPPORT" and hangs up. I call the number again and refuse to answer the phone prompts so finally a person comes on the line. Halfway through my conversation he hangs up.

A woman comes on the line; I do my best to warn her to not hang up, but refuse to tell her the entire story and demand to speak to a supervisor. When the Supervisor comes she does not know anything about technical support, she just directs calls and she will direct me to Accounts and Billing. I am beyond livid, groaning at this point that Accounts and Billing have nothing to do with the simple technical matter. Could a technician be accessed who would check my usage of their software and note the original email account made and whatever else has been happening subsequently. The only people to whom she can send me are Accounts and Billing.

At Accounts and Billing I explain my problem and the young woman tells me with surprise in her voice how could my problem have anything to do with Accounts and Billing. I assure her I had no assumption her department had anything to do with technical matters but that I was sent there through an infernal ring of deferred responsibilities. Could I speak to her Supervisor. Supervisor cannot access anyone, anywhere higher in the chain, knows no one at her own level in technical assistance for Outlook, she can only direct me to CHAT SUPPORT! Which is where I started.

Microsoft Customer Support Snakehead eats its Tail. My emails are lost. Almost two entire days wasted, my sense of digital autonomy and privacy violated, I started by trying to be more organized and more in control! Microsoft Software Product Outlook.com for personal use is clearly not the right vehicle! Nor is its linkage with Skype. Microsoft Customer Service Business Model - Repugnant indifference to product integrity. During my Skype related conversations I spoke to a number of technicians who were caring, but the system leaves them absolutely helpless to intervene on any error or purposeful error committed by the Microsoft scamming digital design, so they just end up with the distasteful task of having to helplessly apologize.

The conversations of the second day, concerning my personal Outlook.com were simply absurd. Everyone I spoke to was in a fog, and was fumbling to pass me from themselves to whomever next. No one had any expertise. Again this was not the fault of the individuals, who I am sure are doing their best wherever they are, but the setup, and design of the organization and this sector of the business is execrable.

This is an awful sector of Microsoft with its attempt at a cool fun software providing surface, with its bizarre agenda of foisting customer bondage, as opposed to earning customer allegiance. And the indifference to customer autonomy or dignity is clear from the landfill customer service environment. The executives who are in charge of the product, in charge of the service, and in charge of the employees should try to improve the product and the services for the customers, and for their beleaguered employees who are exposed to the customers, instead of creating a shoddy environment, and hiding, while the lower ranks daily take the blows. I am thinking of all the helpless workers who had to endure my aggravation today. The employees quality of life as well as mine as a customer affected by the product, should be a matter of concern for the designers of this sorry business system.

I have spent countless hours on the phone with foreign tech support while they transfer me to different departments with no resolution to be found with any department. The support techs are uninformed of real tech issues and seem to only follow the guidelines they're taught. The endless login circles and navigating Microsoft's account settings has cost me several hours billable time. Not to mention my increased frustration and dislike for Microsoft. It seems there is no REAL support unless you dig deep or just fix it yourself. Pretty pathetic for this multi billion dollar corp.

The above presumably so Microsoft can hack you, as there is no reasonable excuse to switch off protections we pay for in order to protect us from the nasty side of the Internet. Lies about what is switched on or off so you THINK you have stuff switched on (i.e. check McAfee (which is owned by Microsoft) you see a nice green "you are protected" tick; check the services and software in the back end and it is actually turned off. Windows Defender says your PC isn't protected, but then try to turn on your virus protection, it won't let you. (There might as well be no protection as allow Microsoft to protect your system.) And plenty of other performance issues as a result of the above and worse. Frankly PLEASE, PLEASE, PLEASE can some reputable company PLEASE PLEASE PLEASE produce quality software I can use so I can stop using MS period. And put these FREAKING COWBOYS out of business!!!

Also if you call Microsoft you have to pay them to help every to ask them some simple tech question. I can see after 20 or 30 minutes of them helping you charging you. You their super number and it is worthless unless you give them your card info and they charge you whatever they feel like and you don't know the price till you look online at your card bill. Glad I did not do that and give them my card info. Someone can still card my info and they charge me whatever they think.

The first lady I spoke to was nice, however it turned out that, even though she could easily look up my account and verify it with me (as she did), she could only handle Microsoft Office 365 accounts for home or school. She needed to transfer me to another lady (for business accounts) for which I waited on hold for a good while. This lady, after again verifying my person and my account couldn't handle billing matters (why did I talk to her in the first place?, so she transferred me to a lady named April. April, again had to verify my person and my account. After doing so, she informed me I'd have to complete this process via the website (which is what I was having difficulty with in the first place, hence the call). I said, "I've been on this call for over 30 minutes. Are you telling me you can't handle the task of cancelling the renewal of my subscription on your end?" She said "Yes", but I'd have to do it on the website.

This didn't make sense, and we went through that a couple more times. I again restated that I didn't have or remember a User ID, so I couldn't get on the website. She attempted to send me a getting started email so I could follow the steps to get logged in, and AGAIN, take care of it myself. The email took about 10 minutes to come through. During that time, I literally sorted all emails I had from Microsoft Office 365, found the original emails with a User ID (from a year ago), attempted the website again, and turned off the subscription renewal myself. WHICH SHE NOTICED IMMEDIATELY!

But apparently she couldn't turn it off on her end. She asked if there was anything else I needed from her. I said I would need an email confirming the subscription would not renew. She said I would eventually get one. Not today, not this week. Apparently she can't do that either. Is this your version of customer service Microsoft? You wasted almost an hour of my day, and did LITERALLY nothing.

Even though: they emailed product #, gave me an order #, received a claim #, have a bank transaction #. Was told that a level 3 tech will call me and "TRY" to find my Info. to see if they can a refund. This was Sat. Feb. 19 - 2017. It is now Thurs. Feb. 23 - 2017, still no call, no refund, no response. Will be talking to my Bank to deal with them about getting our $99 back. Word of Advice: Do not call Windows for help or tech support!! Your call will be sent to India!! Even though you dialed a USA 800 number! THEY WILL TAKE YOUR $$ - NOT HELP YOU & GIVE YOU THE RUN AROUND FOR A REFUND. PS... I found the solution via Command Prompts Online FOR FREE!

On December 1st 2016 I purchased through the Microsoft store the surface Pro 4 bundle (Your order number: **). A great machine but I needed something with more power and solid since I use it on my lap a lot. I decided that the Surface Book was a better option so I decided to return using the RMA process of shipping it back. I went ahead and purchased the Surface book and shipped back the surface Pro 4.

The return policy on the site says the refund takes 3-5 days after the merchandise is received. The shipped date was December 16th, 2016 and received by Microsoft warehouse on Dec 27th, 20016. Return tracking # **. I called the support number (877-696-7786) on the Microsoft store 8 times since the purchase of December 16th through February 10th when I actually received my refund which is not even complete.

Every time I called they attributed the delay due to their warehouse not confirming the receipt of the item. I asked several time for this to get escalated to their managers and supervisors, I even asked to speak to the other team they were escalating to and they said they could not give me this information. This because very frustrating. On the last call I made on February 8th I asked the supervisor if I can record the call and she hanged up.

Clearly their support centers are somewhere overseas, but no structure of SLA's and no structure of escalations. I even asked that this ticket must be in someone's queue due to the time is still open without resolution. I am a developer and a former Apple customer. I wanted to consolidate my Ipad and Laptop, this is the sole reason I switched to the Surface products. I regret to say that now I have a laptop that I need to live with because this support and refund experience was horrible. I am now with a partial refund and heavy late penalties in interest from my 1,800+ dollars I waited for two months from Microsoft. My wish is that every user that researches before buying from the Microsoft Store (#Microsoft , #microsoftstore @microsoftstore) reads and that Microsoft Corporate takes action and makes changes to their vendor support.

Getting a hold of a live customer service agent is borderline impossible and instead, I've been repeatedly shut down & subsequently hung up on by an automated system that in no way listens to or resolves the actual issues at hand. Have spent hours trying to get a live person on the line, and was finally able to live chat what I think was an actual human being, who assured me she would escalate the issue & have someone contact me. That, of course, never happened and then one week later I spent more hours of my getting another live person on an actual call. Within 2 min of talking with a live agent, I was told their system was down, they were unable to access any customer information and to call back.

Called back a few hours later, spent another 30 min trying to get a live person (and of course, was cut off & hung up on multiple times by the automated teller, who is an absolute junk show) and when finally I got through to a live person, was told it wasn't the right dept they had connected me to and subsequently hung up on me. So after lots of money and time wasted, I still don't have a device, still haven't talked with an actual person and sill have ZERO resolution to my issue. Total ** show. Microsoft -- both products and customer service -- is absolute GARBAGE. I would highly warn anyone who's thinking of purchasing from them to run far, far away. As fast as you can.

I discovered that Boomerang is an app that can be used with Outlook for sorting mail or some such foolery. Microsoft maliciously embedded this link into an email that sought my validation to get me to download this app! The link to the app disappeared when I tried to send the email back to the bank! I am having a hard time formally complaining to Microsoft as they do not seem to have a process for complaints. Beware of these crappy corporate tactics and share the word. I posted on Facebook, and Reddit is next.

Once on the phone to Canada from the US despite clear and very concise requests, I need the driver for a Microsoft wireless mobile mouse 6000 64 bit Windows 10 OS I was pushed from department to department. On the 3rd one I was so exasperated I called the poor guy a complete imbecile and then hung up when he pushed onto the 4th department!

I didn't even want or expect technical support, I probably know far more than any of them. I've forgotten more than they have learned, but I did expect a simple answer and the correct URL so I can correct the problem by using the correct driver for my hardware! I want to save power not have it running out of control! It seems Microsoft have stopped using their FTP site so I couldn't even get it using a command prompt ftp session! One of the worst experiences from a help desk ever!

While the issues have been open unresolved I have received 3 separate emails from different team leaders saying the request is about to be archived as completed and they value my feedback and to let them know if of my experience. I have responded to every one of these directly and NEVER received a single reply. I have received call from staff at 2.30am, 3.30am and 4.30am and asked for a call at a reasonable time yet never received one back.

I have been to the Microsoft website and lodged a complaint 4 days ago and never received a response. I have had numerous staff and team leaders promise call back and never received them. I have now had to go to fair trading as I have not had access to outlook for 2 weeks and there seems to be NO ONE in Microsoft willing to get back to me and fix this. I have had staff hang up and the list goes on. This is the most appalling example of poor customer service and internal communication I have ever come across. Avoid this company like the plague.

At this point he asked me for my software warranty number. He then determined based on the S/N I provided that I did not have a software warranty and, gee, to get that warranty would cost $250 for the year or $110 for a one time service. When I pointed out the issue was caused by a software updated pushed by Microsoft and this was a bit like taking your car in for an oil change, having the place smash your windshield and then demand you pay for the replacement window. He stated, "No no, this was issue was not because of the update." It was because my computer wasn't optimized and had cookies.

When I pointed out that it was simply far too much of a coincidence for an update to occur on the same day the issue materialized and to have the exact same thing happen to my father, he again repeated it wasn't Microsoft's fault. He finally transferred me to his manager who, from the word go, used a very rude and condescending tone. He repeatedly interrupted me and continued to repeat himself over and over. After about 30 minutes he stated he had no idea what my objective was for the call or what the problem even was--and he doubted the initial tech understood that either. When I requested the information for providing feedback, he told me and then rebooted my computer so I couldn't copy the information/paste it.

Several things about this interaction troubled me: He was supposedly trying to sell me their customer support package for $250 while being rude and condescending--is this the level and type of service you can expect to receive from the other techs after you've paid this fee?! After 2 hours on the phone with these people, he claimed that no one understood what the issue was--how can you hope to solve a problem when you do not know what the problem is? And finally, if you refuse to provide support for your software without a software warranty, why would you not ask for this number right off the bat instead of an hour and 30 minutes into a tech support call?

Frankly, Windows updates have done nothing but cause issues and Windows 10 in general has been my least favorite operating system EVER. This tech support experience has left a very bad taste in my mouth regarding Windows products that frankly I never had before. I'll be conducting research related to alternative operating systems going forward though I do not have much hope unless I move to Apple products. A move that becomes more and more appealing considering their tech team is both easily accessible in person and has never been rude or condescending to me when I have gone in to ask for help with my Windows products. I will also say I will never buy another Microsoft product (phone, tablet, etc.) again.

It was the people at Stanford Microsoft Store who found the problem when I was in California! As long as I spent months to fix it online, my warranty was over when I had the chance to go to the Stanford Store. They found a wireless solution to connect my computer to my screen... But it is not the same as having my screen directly connected. Just because of a bad connector!

This is where my problems begin. Now on top of everything, each time I called, and the automated machines transfers me to some department, usually the Answer Desk. Despite having gone through this repeatedly, every person I talk to insists that they can help me, and makes me explain everything, before finally concluding I went to the wrong department and needed somebody else. So for my first attempt, I started off by getting the Answer Desk. I explain what is wrong, give a bunch of information, before they finally decide that I need to talk to the 'Hardware Department', to which I get transferred. However, immediately I get a prerecorded message that says the line is currently not working and to call back later, and promptly hangs up.

So I call back later, and once again get the Answer Desk. I explain that I am looking to get a warranty repair or replacement on a mouse, and that I already went through this with the Answer Desk. I further inform him that I was told that I need the Hardware Department. Instead of transferring me, however, I am informed that the Hardware Department only provides support for Microsoft Office and Microsoft Windows. When I push him that Office and Windows is software, not hardware, and that I was looking for Hardware, he says "Precisely". He then goes on to tell me that Microsoft does not support accessories, and that instead I need to go back to where I bought it. When I ask if Microsoft supports the mouses that they sell in their online store, he tries to tell me that they do not have an online store, after which, he hung up on me.

So for a third time, I call back, this time getting through to the Hardware Department on my first try (although, having to wait on the line). The guy listens to me and tells me that Hardware Department does not cover accessories, that I need the "accessories" department (I couldn't understand exactly what he called it, and transfers me, without even saying another word, which ends up being another line which is temporarily out of order.

So for a fourth time, I call back, and finally get through to somebody who can handle warranty on the Arc Touch Mouse. So I start off by telling him that it is the 'Arc Mouse'. After about a minute of waiting, he comes back and says that Microsoft does not make any 'Arc' products. I tell him that I am an Microsoft's website, looking at it, and that I have it in my hand, and Microsoft is stamped along the bottom. After I hear him typing away for another minute or so, he finally comes back and says "Oh! The Arc Touch Mouse. That is a completely different thing. The Arc Mouse and the Arc Touch Mouse are two different products." Of course, I am silently thinking in my head, for them to be two different products, you have to actually make both.

But anyways, I explain to him that it was my first time using it, and the back fell off of it. His first response is that unfortunately Microsoft neither repairs that mouse nor offer replacement parts, so I would have to buy a new mouse. I explain that it is not normal, nor was it "wear and tear" as it had just come out of the box. So he says that Microsoft will replace it, and that he is going to email me a form I can attach the receipt. I go on to explain that I paid cash, and lost (well probably tossed) the receipt ages ago (after all, I bought it five months prior to all of this). I therefore inquire to what alternative steps can be taken. To this, he responds "Microsoft will permit you to purchase a new mouse at full price." To this I almost lost it (though kept my frustration bottled up fairly well).

I explained that I was not interested in purchasing a new mouse, when the original broke the first time I used it, and that that is not an alternative. That is saying Microsoft will do nothing. To which he says that I "must go back to Best Buy. They will give you receipt. You then email me receipt." I once again explain how this is not an option, and curious what procedures are in place for customers who cannot produce a receipt, and what is the alternative. He once again goes on to tell me that I permission to purchase a new one. I say that allowing me to purchase is not an alternative action for Microsoft, and what other options for a warranty repair do I have.

This next comment is where I became stunned. His response to that was, "I have told you what Microsoft will do." At this point, I am too stunned, besides the fact we are going around in circles, so I ask for his supervisor. He puts me on hold for a short period of time, then comes back and says "The supervisor is in a very important meeting with a very important client, and cannot speak. If you leave information, he will call you back." I give my phone number, and ask how long it will take. The response twenty-four to forty-eight hours. So I thank him, and hang up.

What a surprise, that three days later, I still have not heard from this supervisor. So for a fifth time, I call, and once again get the Answer Desk. I explain that this is the fifth time, and that I was suppose to hear back from a supervisor, but have not. As such, I would like to be put in touch with the 'Escalation Department'. Finally, some hope. The woman (who I am later told is Wilma), seems willing to help me. She informs me that they do not have any time that day, but that "We have availability Tuesday" (the following day). I grumble a little bit, about not appreciating having to wait another day, and what assurances do I have that they will actually call me the following day. She informs me that I can "rest assured" because she is going to give me a 'Service Request Number,' and that is how I know it is real.

I respond that I get that, but the last person I spoke to, told me that a supervisor would call me back, and I never got that. To which she says, "That was not the real Microsoft. They never gave you a Service Request Number. You can tell it is Microsoft because they will provide you with a Service Request Number." I am a little taken aback, as I called Microsoft's published number, and she was telling me they were fake Microsoft. I ask what time I can expect a call, and to my surprise, she gives me a small window. Further to my surprise, I get an email confirming my call data and time.

Yet, and I wish it was surprising, the time came and went, and I got no call. So after a few hours, I call Microsoft and get the Answer Desk, in a form of a gentleman named Xavier **. I immediately ask for a supervisor, as I have no interest in living up to Einstein's definition of insanity. I am told that he will get me a supervisor, however he just needs my Service Request Number. I question whether he is going to actually transfer me to a supervisor, since he has begun trying to collect information from me. He assures me that he will has soon as I give him that number, so I do. Which he instantly responds that he can see that it has already been elevated. I inform him that I get that, but I was expecting a call today as I was told yesterday, and see in my email. He just says, "No tomorrow." We go back and forth between him just saying "No tomorrow," and me saying "I get that, but yesterday it was today, so why is today tomorrow?"

Eventually, I ask for his supervisor again, but he just continues to inform that it is scheduled for tomorrow. I eventually ask him his name, to which he responds "**." I finally say "Good, **. Now get me your supervisor." He says "Okay, one minute," and stops talking. Less then ten seconds later he comes back (same voice), and says "Yes this is the supervisor. I understand you have an email that says something different than what our system says." At this point to frustrated, I just gave in, and say that is correct (at least he is finally listening to what I have to say). His first response after that is "Well I want to see it." After reading it to him, I offer to forward it. He says "No, I want to see it. I want to see your screen." So I download LogMeIn software, and open the email.

Despite supposedly having been transferred to a supervisor, I can see in the status window that "Xavier **" has requested to view my screen. He then comes back and says "No that is fake. I want to see your inbox." I ask him out it is fake, and he just starts yelling at me "It is fake! Show me your inbox." So I show him my inbox, and he sees it, and informs me that that is fake too. He then demands (in the form of yelling and repeated statements, that "You must open Safari and log in to your email." I do so, and try to load the email, but since I use iCloud and 30,000+ emails in my inbox loading takes forever. He then says "See. It is fake. That is why you will not show me." He can clearly see that my inbox is still "Loading...", but is only interested in telling me that I am wrong.

I tell him that he has seen the email twice, and it says December 6, on it. He goes, "No our system says December 7". To which, I respond "Computer systems have bugs all the time. That is why the Answer Desk exists. Because software and hardware fail all of the time." His instant response is that "No computers are perfect. They never are wrong." I then say that I am willing to wait one more day, if he can send me an email confirming the new date and time. Without even waiting a minute, he informs me that he has spoken to his supervisor, and he is not permitted to send any emails to me. At this point, I realize he is not interested in helping me, so I ask him for his supervisor once again. His response following is the most shocking that I have ever had. He simply says "No, we have already proven that you are a liar, **." At this point, I simply choose to hang up, rather than subject myself to more of Xavier **.

I called Microsoft Tech Support to get help and when I provided them with the product key, they replied that the software was pirate (not genuine)! Unbelievable! I said what? Then with Microsoft tech in line, I proceed to conference him with MyChoice Software Support and when I explained this issue to them, they told me that I had to pay for another license. I almost die! So, I purchased a Microsoft Product that I cannot use... In real life that is call "Stealing or Scam".

It is like when you buy a car, you pay it and for you to own it and use it, but when you are going to drive it a second time, you are not permitted to do it, and when you call the dealer to solve the problem, they reply to you: "ok due to the manufacturer policies you already paid for it, and so, you could use it one time, but unfortunately you can not use it anymore. If you want to drive again you have to pay for another car." Unfortunately this is a Tadpole Vs White Shark fight. I am the Tadpole loser and I cannot do anything about it. The only option I have is to write reviews to try to make a general complaint. The other unfortunately thing is that these products are a huge Monopoly and we do not have another alternative but use these products. Very Sad.

After briefly inquired the reason of the return, the employee (Alex?) let me stand there waiting and waiting and waiting. For about one and half hours. Then he told me he could not accept the return for 3 reasons. 1) I purchased online so I should send them back (Really?) 2.) The amount I provided didn't match the receipt (It matched. It was so ridiculous the employee just didn't know how to count). I have no idea what was the third reason.

Here came the interesting part. The manager (Nick **) came along and repeat the same ridiculous reasons. I rose my voice and asked them why they didn't tell me at the first beginning and I needed they fixed the problems since I had already stood there for about 2 hours. Nick ** seems extremely excited. He said because I am a Chinese I made bulk purchase was illegal!!! And then he called the security and let them took me out. I ask them give me their business cards before I left, but Nick's hands were too tremble to hand me over his card. I am wondering how a mental unstable person could be a Microsoft manager.

It was another story after the securities came. Alex and Nick said they could not do the return because of the network was down (really!!!) In briefly, 4 hrs (two hrs drive and 2 hrs waiting) spent on this return I got nothing but got insulted. Can you investigate the reason they refused the return. Is because of online shopping? Is it true the network was broken down at that moment? Why what they said was not consistent? Is it illegal for Chinese do bulk purchase?

The next time we turned off the computer, it wouldn't turn back on. We would see either a grey screen or the BSOD. (BLUE SCREEN OF DEATH). I waited two paydays to take it to a PC Repair place, paid $50 for diagnostics only to be told my ASUS was created so that it will not allow an external device to go into the OS (Operating System). I contacted Microsoft Tech Support and expressed my dislike and distrust and asked to have my computer replaced. I was told they would send me an email. We ended the call and five minutes later, I received an email stating they would not replace it because they are "only tech support". I sent a copy to my PC guy and he has advised I contact an attorney.

Then when I requested a refund they only issued a credit for less than 10% of the actual cost I paid, then reiterated by email and two customer service representatives I needed to wait 60 days for my full refund. Microsoft is just terrible!!! Imagine years ago they were a great company, now they just want to prey on consumers with their annual renewal of Office 365 subscription plans. Can you imagine 60 days to process a refund when immediately the product was cancelled and no longer accessible. Heck No. I am not changing my mind to reactivate my subscription plan.

Bottom line. MICROSOFT cannot design software anymore that works. Their software is so patched up over the years by (apparently) incompetent programmers that it's hopeless. My advice: NEVER UPDATE. And get a MAC when buying your next computer. That's what I'm doing. Microsoft is ONLY in business because it has market dominance, which will go away when consumer quit buying inferior Microsoft programs. Truly, Microsoft cannot release anything but a beta program, that they require the consumers to ID the problems and then Microsoft wants the consumer to pay for Microsoft to fix a problem created by microsoft. Nice racket. Again: Never update microsoft, never buy a microsoft program and get to the MAC platform as fast as you can.

Well, this would have been really nice to know at the time I purchased their product as I would have kept it, knowing that my computer would eventually be upgraded. Not to mention the fact it could have crashed, broke upon moving, or even have been stolen over the past few years. Upon discussing the fact they neglected to tell me the importance of keeping the order number, and the fact that I now have hundreds of files I cannot use in word/excel, they simply said "I am sorry, there is nothing we can do!" Unbelievable. It's not the fact that I now have to spend another $150.00 to download the software again (which I am not by the way... and in fact, I will never buy another Microsoft product again), it's the principle behind this. I already purchased the product and now they want me to buy it again!

Maybe I'm looking at this wrong, but in my line of work, if I had a customer who was pissed about something I neglected to tell him years ago and now it's affecting him/her, I would try and help in some way. If anything, offer a discount on the new download of the product, or something!! Nope. Just some guy from India saying "so sorry, we cannot help without the order number" is all I get. Rant over... Never going to buy Microsoft again, and will tell everyone I know about this horrible customer experience...(all over $150.00 too). Nice!

Besides the issue of the software not working properly is Microsoft's entire attitude about this software and its other software. It is like the customer (us) is a bother. They can not be bothered to deal with legitimate issues with this software (file history) or things like Outlook. For example on Outlook if you get the home version you are limited to 1,500 contacts. You have to go digging for that information. When you find out and you have wasted hours and hours of your time, the answer is basically that you have wasted your money and time on a product that does not work. I have pretty much had it with Microsoft. The next OS is ANYTHING but Microsoft.

Eventually it got resolved... although it became clear they were just googling solutions as they went. I got the impression they don't have much expertise whatsoever. BUT then, when it came time for MY OPPORTUNITY to leave a review (who knows what they even do with them), the AGENT filled out the survey for me very quickly, giving THEMSELVES five stars and a "totally satisfied" "after one agent's help", and then quickly closed the chat, leaving me powerless. NONE OF THIS WAS TRUE. I was NOT satisfied, I would have given TWO stars, and I had talked to THREE agents to resolve my problem. Egregious abuse of consumer rights!!!

They insist that you are only allowed to use your computer without their interference 12 hours a day regardless of your requirements, the standard hours are 9.00AM to 5.00PM which are built into their "Active hours" in the settings. It does state that they won't restart if you are using the computer however this is not the case and this also does not allow for the updates that happen on average once a week to patch this and that whilst you are trying to use the computer and suddenly notice that the super computer you bought turns into a slug, you check and discover your bandwidth is being used for a download and update without permission or regard for what you might be trying to achieve.

I think that updates are essential but they should be to enhance system performance. Windows XP pro in its final days occupied 5 Gigs whilst Windows 10 V1607 latest revision occupies almost 18 Gigs (Of Bloat) and the operation of most of the software is convoluted in that if it fails to load properly it tries to repair itself, with varying degrees of success from blue screen, removal of paid for software because it decides it is no longer compatible and recently removed spider solitaire from my laptop, probably because I hadn't used it for a couple of months. (Not cool.)

So who owns the computer and the software you paid for? Microsoft of course. It would be nice if someone in charge had a look at this issue to provide better bloatware that can negotiate with the person who shelled out the cash to try and own a computer as to when they can: a. Start downloading an update and installing it. b. Allow us greater access than just 12 hours a day before they can restart the machine on you.

It could happen in the process that says found new updates, message in the Action centre, how would you like to handle this, download and install during non-active hours? (Yes/No) If No Download and install now (Yes). This way we can achieve the update without the intrusion. We would need to also decrease access to our personal computer by Microsoft to once a week, choice of day ours and hours to say maximum 4 for that day which should be more than adequate for most hardware to completely rewrite the software from scratch. To their credit Microsoft does listen occasionally to criticism if it makes sense and I hope this does not fall on deaf ears.

Now with this Windows 10 "upgrade" my computer is ruined. Every time I try to check email, or go on eBay, I have to wait minutes at a time between clicks as some background thing loads and loads. What a terrible rip-off! I hate Microsoft and Bill Gates, the two biggest cons of the 20th and 21st centuries. My next computer will be Apple for sure, it's worth the extra cost, believe me. GOODBYE to the Microsoft/Windows scams. It's all about the advertising! Screw the customer.

Updated 10/15/2016 - I called Microsoft technical support and had a great experience with a guy from India named Anuj **. He's a true people person, very friendly and pleasant. He worked for 5 hours on my computer, and it worked like new for about an hour after he was finished cleaning and tweaking. Unfortunately my computer is now slower than ever! Thanks, Anuj, my friend! You are so nice and good at heart, but I believe Microsoft software is inherently flawed and that my computer is ruined. Windows 10 sucks!

When Windows 10 was "thrown" in my lap I continually declined because I DID NOT NEED THE PRODUCT. I felt "hounded" with pop ups every 10 minutes. When my computer began to "die" I finally allowed the installation of W10 because I thought things would get better. It is the most complicated software any senior citizen could want. WHY CAN'T CONSUMERS HAVE A CHOICE OF WHAT MICROSOFT PRODUCTS THEY WANT? Only an unethical company would not give choices. ALSO don't ever try calling anyone in Microsoft for help. This is a scam. I called a "chat tech" when I reinstalled a different Microsoft product. After being on hold for 20 minutes she came back to say "we got disconnected - try back later". Later, I called another rep who told me "my problem was beyond his expertise". I sent an email to the referred assistance. Of course I never got a response.

This weekend I uninstalled everything on my computer that is Microsoft Office Products and Microsoft. My computer is running so smoothly I can't believe it! Am finding other companies who can provide the software I need (cheaper or no charge). THAT ARE HELPFUL AND THERE TO SERVE THE CUSTOMER. HUMANS ANSWER THE PHONES. This is the first weekend in years I have had fun using my computer. If you care about the senior citizens in your life advise them to get any products except Microsoft. The Scam Company.

Vista was a really big change, and honestly by Service pack 2, it was fixed, and solid, but Microsoft wrecked their chances on it due to releasing it before it was ready to be released. Windows XP was a rock-star, but it was garbage when it was first released, and didn't really get good until SP1, which fixed a lot of the bugs, Windows 2k was my favorite OS ever made by microsoft, it was lightweight, fast, and stable, it had good functionality without all the addition of colors that no one actually cares about. Windows 98SE (ME), 98, 95SE, 95, 95 Internet edition, 3.1, 3.0 were all OS's that really formed the "Start bar" as people have grown to expect.

All this said: Windows 10 is a boat anchor, it has way too much bloat, and way too many hooks back into the mothership. Microsoft Surface Pro 3 with windows 8.1 is an awesome machine, unfortunately when 10 came out on the Surface Pro 4, it wrecked the actual functionality, due to the way updates are provided, the windows 10 OS seems to brick the Surface Pro 4's due to updating issues in which Microsoft can't fix.

Xbox One/Xbox 360 and Classic Xbox. They all had/Have issues... Classic - The power bricks were overheating when the fan failed and burning people's homes to the ground. (Solution, don't leave it plugged in, on the carpet, when you're not home.) Xbox 360 - RROD was a big issue, honestly just keep shipping them back to Microsoft to be repaired. One - The Xbox One has a flaw in memory writing that over time will require you to hard boot (Unplug and replug in) the device in order to clear virtual memory. It's an OS issue not a hardware issue. Nokia hardware - it is honestly a rockstar, too bad Bing sucks. Otherwise this would be a major player against the Iphone and Android. I am a Microsoft user, administrator, and engineer, and have been with them since DOS in 1986.

The Support experience: It is even more terrible and pathetic First they experience the same problem by taking over my tablet remotely, but they upfront and boldly deny that the problem even exists (oh my god, can't take it). Second abruptly disconnects (the support call / support session), and every time you will have to explain the whole thing again to next SO/Support officer. Even after I give my serial no, they are unable to find out details from their support system. What was the problem, what was done so far, who attenuated to it (historically), which SO, date and time and what has been done by the SO. Support Officers (as it appeared on my applet/remote control of my tablet): KHITZ, Mel, Nino (Arnold).

With all of the issues, the wasted hours spent on something that I did NOT approve, not to mention all the money I dished out and w/o my computer for days, I ended up contacting the Attorney Generals Office and they contacted Microsoft and after 3-4 phone calls from MS, we negotiated a pretty fair settlement. They said I would get an email from "White Glove" (it might go into Spam or Trash so would need to check there). Might not come for a few months, but not to give up looking for it. They would ask me some questions and ultimately send me a Visa gift card to cover, what they call a "good faith" gesture. Smile!! Do you think I will ever get it? The AG office also suggested that I contact the Federal Trade Commission, which I have not done yet but will and I told Microsoft that I would.

Microsoft Assure Review 9/2/2016. Dear Moderator. My initial review was denied because supposedly it involved people, or customer service. It also supposedly had other items which were against Microsoft policy, I have purged those items. I was told that my review must focus on the product. Okay. Assure is a product unlike many products. If it were Microsoft Office, for example, I could write about how it performed, it's software. Microsoft Assure consists purely of people. Microsoft Assure IS PEOPLE, people are the product, people provide a service. Therefore, Microsoft Assure is a service and not a product, by definition. Wouldn't you agree a service is undeniably people?

Therefore, the only option I have is to write about the people or perhaps it's the system those people operate within that prevents them from providing the service satisfactorily. Assuming this is true, I continue to insist that the product/service/people did not resolve my issue. The product did not call me when it was supposed to. The product made an appointment which it did not keep. The product had me on hold for hours. I hope this is not a matter of semantics. My review is based upon the people who are supposed to provide it. If Microsoft policy disallows mentioning people in an unsatisfactory service, what am I left to do? How can I possibly review without referring to people?

If I am prevented from sharing my experience due to the people policy, how would you suggest I share it? If Microsoft disallows my review as written I believe Microsoft is disingenuous about supplying the public with the truth. When customers write positive reviews they are writing about the service they were provided with. This is a problem if Microsoft sells Assure as a service and their policy prevents writing about people. It makes it impossible to write my accurate and sincere review. If Microsoft refuses to post this review I will post it elsewhere. Well folks, there you have it. I would not recommend Microsoft Assure.

On May 12, 2016, my Microsoft Support Experience begins. I called the 1-800 support line and talked with a person named Hazel. English is not her first language, which causes a few issues, but in the end she tells me to install updates on the device, which should fix the problem. The download for the update was taking a long time, so I asked for Hazel’s email address and told her I would contact her once the download was complete. I did so, but didn’t hear anything for the rest of the day.

The next day, May 13, I received an email from Hazel apologizing for not getting back to me because of high-call volumes. She gave me instructions for troubleshooting and asked that I contact her if it didn’t work. I followed her instructions, but the tablet still would not work, so I emailed her again. I wrote, “I would like to send the device back and have it either fixed, replaced, or have a store credit or refund.” She returned my call, but I was unable to get back to her until Monday, May 16, when I emailed her with a request to please contact me.

She replied, “Hi Dave, Thank you for the reply. You can process the replacement online: https://devicesupport.microsoft.com/en-US or you can visit the nearest local Microsoft Store to have the replacement device right away.” I replied and explained I live in Dawson City, Yukon, (thousands of kilometres away from a major centre) and that it is impossible for me to get to a Microsoft store.

She replied: “Hi Dave, Good day! Will you please send the receipt of your surface so that we can register your device to your account and to process the replacement because we need to escalate this case regarding for the error message on our system. Thank you for choosing Surface.” This will be the first of many times I hear the words “we need to escalate your case.” I reply within moments: “Hi Hazel, Here is the receipt for the Tablet that was purchased. I am back in my office and am able to take your call for the next 3 hours. Thanks, Dave.”

Hazel cannot find any record of the receipt and asks me for the serial number and a picture of the device. We have some trouble sending and receiving attachments and we play email tag the rest of the day trying to identify my surface tablet. Here is one of the many emails we share throughout the day: “Hi Dave, We apologize for whatever inconvenience that caused to you and we're trying our best to check the serial number but it shows here that error occurred while registering the device. You can actually call the Best buy if they can replace your device.” “Hi Hazel, Best Buy will only accept returns for thirty days. They told me that this is a Microsoft issue now because there is a one-year warranty from the supplier (Microsoft). So, can you please tell me where I can send this device to be returned/replaced or fixed. Thank you, Dave.“

We exchange 18 emails throughout the day. The next one is Hazel’s last: “Hi Dave, Thank you so much for sending the serial number and we're going to escalate this case to our higher team so that they can register the device to your account and I will give you an update for this and I will schedule you a callback again. Thank you for your patience and take care always! Sincerely, Hazel Surface Support Team.”

Hazel calls back on Thursday, May 19. We register the device to my account and she sends me a UPS delivery label. She asks me to send her pictures of the device with instructions not to send the device until she receives the pictures. I confirm with her three times (because of our language barrier) to make sure I understand her request and I send her two pictures of the tablet. I email her the following day to see if she has received the photos and there is no reply.

The next time I hear from Microsoft is on May 24 but it’s not Hazel. It’s a new person named Krish. He emails me the following message: “Hi Dave, This is Krish from Microsoft Surface Support. We are here to ensure that your reason for calling in connection with touchscreen issue last May 13, 2016 is taken care of. We, at Microsoft are tied to a promise to only provide our customers the prime experience for Technical Service. If you are still in need of assistance, kindly provide us the most convenient time when we can give you a call. We can absolutely schedule a follow up within 24 hours and discuss your business and interest over the phone. Please know that Microsoft is constantly here for you and that our purpose is to provide you only what is best. Thank you for being a valued client! Best Regards, Krish **. Surface Support.“

I replied to Krish: “Hello Krish, I have been dealing with Hazel from Microsoft Support since the phone call. It's been quite the process but Microsoft agreed to exchange my old tablet for a new one in the end. We last left off when Hazel asked me to take a picture of the tablet and send it to her before I mailed the old tablet. She said to wait for confirmation that she received the picture before I sent it and I have emailed her twice since to see if she received the picture and there has been no reply. I since received instructions from Microsoft via email to wait until I get the new tablet and inside the package will be instructions to ship the old one back. Hopefully everything will work out. Thanks, Dave.”

Krish replied the next day: “Hi Dave, Thank you for writing back. If this is the case, just wait for an update from Hazel since she is already working on it. If you are still in need of assistance, kindly provide us the most convenient time when we can give you a call. We can absolutely schedule a follow up within 24 hours and discuss your business and interest over the phone. Please know that Microsoft is constantly here for you and that our purpose is to provide you only what is best. Thank you for being a valued client! Best Regards, Krish **.”

I decide to wait for Hazel, but two days later, on May 27, I get a familiar email: “Hi Dave, This is Krish from Microsoft Surface Support. We are here to ensure that your reason for calling in connection with touchscreen issue last May 12, 2016 is taken care of. We, at Microsoft are tied to a promise to only provide our customers the prime experience for Technical Service. Your satisfaction is significant to us and our perception is to take your business seriously. Since we are not hearing any response, we will consider this case resolved and proceed in closing it."

"Furthermore, please do not hesitate to contact us back for assistance. You can either reach us through chat by visiting http://surface.com/support or over the phone by dialing (1-800) 642-7676. Please know that Microsoft is constantly here for you and that our purpose is to provide you only what is best. Thank you for being a valued client! Best Regards, Krish **.” I wrote back immediately: “Hi Krish, you already have replied to me on Wednesday (See email below). I forwarded the email that I had replied to him from May 25. FYI, I still have not received any response from three emails to Hazel. Dave.”

Four days later, on May 31, I get a response: “Hi Dave, I am sorry that you haven't received an update from Hazel yet. I recommend sending her an email and ask for the update. If Hazel will not respond after 72 hours, let me know so I can just escalate it on my end. We, at Microsoft are tied to a promise to only provide our customers the prime experience for Technical Service. Please know that Microsoft is constantly here for you and that our purpose is to provide you only what is best. Thank you for being a valued client! Best Regards, Krish **.”

I send Hazel a fourth email and let Krish know that I did and later in the afternoon, I finally hear back from Hazel: “Hi Dave, I apologize for the late reply. Yes I received the picture of your surface with the serial number last April 20. Were you able to ship your defective device using the shipping label that was sent to your email? Thanks, Hazel.”

My reply: “Hi Hazel, You asked me to send you a picture of the tablet itself (not just the serial number). You told me to wait to send the defective device until I had confirmation that the picture was sent to you. I also got an email later that day from Microsoft saying that the replacement device has already been sent. The replacement device will have a return shipping label and that if it does to use that prepaid shipping label. So no, I have not shipped the defective device. I haven't tried yet. Dave.”

Both Hazel and Krish email me the following day. Krish’s email instructs me to be patient and gives the usual ending of me being a “valued customer.” Hazel’s email again confirms that she received the pictures and to go ahead and send the device. I get to Canada Post on my lunch break only to find that Canada Post does not accept UPS labels. I also find that the closest UPS location is in Whitehorse, about 550 km away. I inform Hazel about my situation that afternoon and that I had plans to be in Whitehorse in two-and-a-half weeks. Hazel asked if a Microsoft store was closer, but I told her in an earlier phone conversation that the nearest Microsoft store is in Edmonton, about 2,000 kilometres away. I told her I would send the defective device when I got to Whitehorse and ask if the replacement is on its way.

Hazel informs me through email: “Hi Dave, We actually process the standard exchange or if you want I can give an option to process the Advance exchange wherein our service center will be sending first the replacement device within 3-5 business days and there is a hold amount for that approximately the same amount of the device you have and once you receive the device you'll need to send your defective device within 15 days so that the hold amount will be refunded to your credit card account. Thanks, Hazel.”

By this time, I feel I don’t want to send Microsoft any more money since I had already spent $600 and had nothing to show for it. I decline the offer and inform Hazel I would be sending the defective device on June 23. Hazel sends follow-up emails on June 20 and 22, but I had already left town. Here is the email from the 22nd: “Hi Dave, Good day! I would like to know if you already ship your defective device and if you already receive the replacement surface. Best Regards, Hazel.”

I send the device from Whitehorse on the 23rd, and get back to Dawson City the following weekend. I confirm with Hazel on Monday, June 27, that the device was sent and no replacement device had yet arrived in Dawson. I receive a confirmation email on June 29 that Microsoft has received the broken tablet and that a new one was sent. Again. I get a sense of relief that my long ordeal with Microsoft is almost over. Little did I know at the time that the nightmare was far from over. It was about to start all over again.

My Microsoft Support Experience: Part 2. The confirmation email sent to me on June 29 said my replacement device would arrive between three and five business days. Any northerner will tell you that anytime you get a parcel from the south that it’s going to take an extra day or two. But what’s about to occur is beyond ridiculous.

On July 5, 2016, I received this email: “Hi Dave, Please let me know if you already receive your replacement device and if everything was working good. Thanks, Hazel.” I replied: “Hello Hazel. No, I have not received a replacement device yet. I did receive an email that the defective device was received on June 29. Thanks, Dave.” She replied back: “Hi Dave, Thanks for the reply and the device is on transit right now and you will receive it within this week or next week. Best regards, Hazel.”

On July 17, 2016, I received this message: “Hello Dave, I hope this message finds you well. We’re sending you a second email to follow up with your replacement. It shows on our record that the device is already delivered. We would like to verify that. An update would be greatly appreciated. Should you encounter any issues or have additional concerns, please visit http://www.microsoft.com/surface and contact one of our support representatives by chat or phone. You may also reach out to us through the details below."

"Support hotline: 1-800-642-7676. Hours of operation: Monday-Friday (8:00am - 12:00am EST). Saturday and Sunday (9:00am - 6:00pm EST). Thank you for choosing Surface. Sincerely, Hazel. Microsoft Surface Technical Support Representative.” I sent this email on July 18, 2016: “Hi Hazel, I just got back from the post office and there is no device here yet. Hopefully it gets here soon. Thanks for checking in, Dave.” Her reply: “Hi Dave, Thank you for the reply and as I have checked here on our system your replacement order is on transit and you will receive it this week. Best regards, Hazel.” This particular message seemed odd given what she wrote to me on July 17.

On July 22, 2016, I wrote to Hazel: “Hi Hazel, I just got back from the post office and the device is still not there. Just thought you should know. Have a great weekend, Dave.” I heard back on July 23, 2016: “Hi Dave, I'm going to schedule a callback later and I would like to know if when would be the most convenient time for me to call you because we need to escalate this case. Thanks. Hazel.”

On July 26, 2016, Hazel got in touch and told me my case is being escalated and assured me someone will contact me between 24 and 72 hours but I don’t hold my breath. On August 5, 2016, I send an email: “Hi Hazel, Any luck in locating the replacement device? I just got back from the post office and nothing has arrived here yet. Dave.”

I email again on August 8, 2016: “Hi Hazel, Did you know it's been almost three months since the start of this process? Crazy! Any luck in sending/finding the replacement device? Still nothing here. Sure hope it comes soon. Dave.” I received no response from Hazel, so I thought I would try Krish, on August 10, 2016: “Hello Krish, Did you know I still don't have a replacement computer yet? It has been almost three months since I started the process of receiving a replacement device from Microsoft. Since I last emailed you the following has happened:

• Aug 9 – I send Hazel another email — no reply.

“This process started on May 12. I have a folder with 76 emails with Microsoft, there has also been numerous phone calls and still nothing. I don't know what else to say. Thanks for your time, Dave.” On August 12, 2016, I emailed Hazel and Krish the same message: “Hello? Is anyone out there going to help out this "valued customer" locate the missing tablet? Dave.”

On August 18, 2016, I’m desperate to get ahold of anyone and email every Microsoft email contact I can: “Hi, Can someone please contact me regarding the tablet. I haven't heard from anyone since July 26. This is crazy! Why won't someone help me out or do something? Anybody? Dave **.” On August 19, 2016, I realize I am being ignored by everyone and my frustration grows. Yet, the whole situation is so absolutely unbelievable that I find it amusing. I decide to call the 1-800 number. I get in contact with Ariane.

She assures me that the matter has been escalated and that someone will definitely call within 24 hours but may take up to 72 and emails me the following message: “Hi Dave, This is Ariane from Microsoft Surface Support. We would like to provide this reference number ** in regards of the call you have made today. We appreciate your time in doing business with us. We, at Microsoft are tied to a promise to only provide our customers with prime experience for Technical Service and your overall experience is extremely important to us. Furthermore, please do not hesitate to contact us back for assistance. You can either reach us through chat by visiting http://surface.com/support or over the phone by dialing (1-800) 642-7676. Please know that Microsoft is constantly here for you and that our purpose is to provide you only what is best. Thank you for being a valued client! Best Regards, Ariane, **.”

Twenty-four hours go by. Forty-eight hours go by. Seventy-two hours go by. Ninety-six hours go by. Nothing. Nothing from anyone. This is beyond absurd and the very definition of poor service. On August 24, 2016, I call the 1-800 number again and get another agent on the phone (I did not get her name and I wish I had.). She looked up my reference number and asks that I hold the line while she reviews my file. She gets back on the phone and says she can’t believe what has happened to me. She apologizes profusely and sounds genuine. She is different than all the others I encountered and seems to understand and listen to my concerns. “Finally! Finally!” I think to myself. She wants to transfer me to a “higher up” to have the matter escalated... again.

When this “higher up” answers the phone, I give him the same reference number but he can’t find it on the file. As I start to ask him to repeat the reference number, the unthinkable happens. He interrupts me as I am talking, so I don’t hear what he is saying. The next thing I know, he hung up on me! Thanks Microsoft. I decide to email Ariane this time: “Wow! On Friday, August 19, I was told that my case was elevated and that someone would get ahold of me in 24 hours or at least within 72 hours and no one called. No one called. I called back today and the first agent apologized and transferred me to a "higher up." When this person couldn't find my reference number (the first person did!), they hung up on me! Dave. Disgruntled "Valued" Customer."

I didn’t expect a response. Why would I get one at this point? I call again and it’s almost exactly the same except the Microsoft service agent isn’t apologetic, nice, or understanding. I get transferred to a “higher up”. The matter is escalated yet again. The “higher up” seems like he is reading a pre-scripted dialogue that he stumbles through... badly. He doesn’t seem to care about anything I had to say and dodges every one of my questions. He assures me that someone will call me before Friday. Yeah right! And of course, Friday has come and gone and no call from Microsoft. What do I do now?

On Tuesday I called Microsoft again. After waiting on hold for 4 1/2 hours Microsoft hung up on me. All this time I didn't even talk to an agent. I called back and when I got to Dave, an agent I asked for Tier 3 support. He went in file (using the case number I was given) and said the file showed closed. He did transfer me to Tier 2, Melody but after introducing herself, she too hung up. Way to go Microsoft. After years of being dedicated to Microsoft and the PC, the only thing I have to say after this disappointment - MAC here I come.

So I start setting up my warranty replacement, and I’m presented with two options. One is a regular exchange, where I send in the device and they send me one back. The other is an “advance” exchange, where they send me one, and I send mine back in the packaging. The advance exchange carries the warning that if they don’t receive the device back in 14 days, I’ll be charged for the full price of the Surface. Makes perfect sense? What’s the harm in doing an advance exchange? None, as far as I could tell. As I’m setting it up, everything says $0.00, you won’t be charged, etc. I finally finish, and the exchange goes into processing. I then get a confirmation email with the following section at the bottom:

“Terms and Conditions: A credit card hold will be applied to your credit card equivalent to the full retail value of your Surface device (plus applicable taxes). This hold is not a charge against your credit card; however, it may affect your available balance until the hold is removed. Your credit card will not be charged and the hold will be removed provided you return your original, qualified device with serial number ** within 14 days of the day you receive the replacement device. If, within 14 days from the date you took delivery of the replacement device, as indicated by the carrier’s tracking system, we either do not receive the original device back or the device you return to us is not covered under the terms of the warranty or has indication of tampering or physical damage, your card will be charged a replacement and handling fee equivalent to the full retail value of your Surface device (plus applicable taxes).

"Tampering of the item does not qualify for service. If our service facility detects signs of tampering – meaning opening or attempting to pry open the outer case of the item, unauthorized service to the item, or damage not covered under the terms of our warranty or removal of the serial number stickers, we will retain the item and your credit card charged accordingly."

Wait what? You put a hold on my account? And you didn’t tell me about it until the confirmation email? That’s not okay. I was not told of the damage clause on the phone, but only in a later email outlining the conditions. I was OK because my device didn't have any physical damage. I received my new device late May - which was great. We set up that new device and sent the old one back next day on the 08/01/2016 well within the 14 days. The instructions provided were to package up the old device with all the paperwork, call up your courier and they'll pick it up. But I didn't want to leave it outside so dropped it off at the depot to ensure it got back safe and sound.

Suddenly on the 8 August I had a charge of $ 1,088 on my credit card within warranty - advanced exchange on our order history!! **?! I called Microsoft - spent 2.5 hours on the phone with someone who had no idea and kept asking for our credit card number - which we didn't provide and they hung up on us. I then spent over 2 hours on IM answering the same questions and they told me tablet wasn’t covered by warranty because of the crack on the screen and they would escalate the issue. Then again another 2.5 hours on the phone answering the same questions and they hung up on me yet again. I sent this device back exactly as Microsoft told me. They charge me without my authority. I want my money back.

On August 10, I received an email from Microsoft Support Team: "I've revisited the results when your unit was accepted on our exchange center. I've confirmed that the scratches found on the corner of the device were self-induced damage which resulted on the charge on the amount hold. Please be advise that there will be no adjustment made on the account. If you need further assistance on your Surface unit, you may visit http://devicesupport.microsoft.com or call us at 1800 642 7676 in reference with the case ID indicated on the subject title of this email. No need to reply on this email. Closing case. Thanks."

I handed the phone to my husband, who asked if we could reverse the whole thing. Microsoft would send us the old defective Surface and we’d return the new refurbished one. We learned that the old one had been sent to recycling and could not be retrieved. Also, Microsoft supervisor advise me to reply to that email with the pictures attached of the Surface Pro 4 which I sent. I did so. In addition, my husband was told by supervisor Liz, that she is going to escalate this case to level 3 and will take care of it personally.

Five days pass, I didn't hear anything, so I called to Microsoft again to find out status of the claim. I was so surprised, that another supervisor told me that my case # ** was closed on August 10, and NEVER reopened again. Even though I sent pictures and did all my part, Microsoft never took a time to investigate the problem. It is means that supervisor...

I took it to the Geek Squad who said it was fried. I was given a new laptop as it was less than a week old. I blame Microsoft. The laptop was fine until they messed with it. I have still never gotten to try Microsoft office, not even once. I am a writer by trade. I write a weekly advice column and have just completed my second book, all without any help from Microsoft office! I will never stop spreading my hatred of Microsoft from every platform I can find far and wide! If there is a choice in software, I will always take the one that is NOT Microsoft.

Put that aside and recently had issues with my browsers being out of date. That was on July 28,2016. My personal apps changed the browser so I had to update mine from explorer 8 to Explore 11. I wasn't sure how to do this so we contacted Microsoft once again for help. The browser was updated then my printer stopped working. The computer was no longer communicating with my printer. I then called Microsoft tech back getting different technical support each time, to fix my issues that were now going on with printer and the new Explorer 11 browser. 5 techs later, my issues have not been fixed, each tech that I am given each one does something different in my computer. Never fixing the issues, making my computers unfunctionable. I am at a stand still now. I'm not sure what to do now.

They sent me a new computer. Filled w/ newfound promise, that optimism was quickly doused as soon as I tried to work w/ my brand new computer. I had to go back and reload the operating system and then load up all the programs just to make the system read my emails. I had to download additional programs to be able to read the attachments to my emails. I had to download everything! When you spend that kind of $$ you would expect the computer to work, but this is not the case w/ MS 10 and all its components. It is a POS.

I did eventually, through constant dedication and a ridiculous amount of hard work, get the computer functioning on a fair level. But, as always w/ the new Microsoft, just as you get comfortable and feel you have finally worked out the bugs and there will be few if any problems, BANG! All your emails vanish, or the sound quits working, or you have to reload the drivers so you can use the basic elements of your computer. Please understand, I don't have any programs on this computer that could cause these problems. This is my home computer I use for email, music and paying the bills. That's it!

Just tonight, I came home and tried to read my emails. Of course, I would get the message that my Outlook settings were out of date. The program gives me the option of fix my settings. Great! I hit enter and get the spinning wheel of hope... Nothing! It continuously gives me the "Oops, something went wrong and we were unable to fix that" message. Now, every time I log on I get the ping and the message that my Outlook settings are out of date and there is not a thing I can do to stop it. Very, very frustrating. Standard operations w/ Microsoft. They used to field a good product. Those days are over. Don't waste your money, time or energy.

My advice to you is to never purchase another Microsoft product. This was not ready for prime time and Microsoft is not supporting you the customer. I have given my feedback to the company several times and asked for some input or advice to get these issues remedied. Never once have I received any callbacks, emails or inputs to make me feel I made the right choice in my purchase or that I should continue to be a Microsoft user. If you have ever thought of going elsewhere or switching to Apple, now is the time to do it. Don't waste your time or energy or allow yourself to be continually frustrated w/ any product like you will be with Microsoft.

I just can't believe that someone from MICROSOFT would do that. WHY? Just tell me that it can be done, but don't mess up my machine. Do you know what is worse? No one can say that they have done it. Very few of us have the knowledge to beat them. This tech support people are savvy. And then, they sent an email apologizing for losing connection??? GIVE ME A BREAK. I DESERVE IT. Up to today, I used to believe in Microsoft. NO MORE. On my first chance, I am changing to APPLE. I learned a LESSON. NEVER GIVE COMPUTER CONTROL RIGHTS TO ANYONE ever again. And "ALYSSA" thank you for making me lose another three hours of my sleep to format my computer.

All the while, the customer service rep on the line kept asking me which version of Office I had installed when I told him a zillion times the very reason I was calling was because I could not install it. When he finally connected me to this hidden account details page it simply told me I could not install because my credit card information was not up to date. Not a single rep told me this directly in talking to three of them, and the Microsoft error message did not tell me. We are practically forced to use Office software because it's all anyone uses... And Microsoft doesn't have the tech savvy to install a simple "time to update your credit card" message when a customer tries to download software??? Moronic. I was blown away by this experience.

To boot, I was having such trouble installing that at one point I left the Microsoft site and tried to purchase (I mean, I did purchase) a home version of Office through Amazon. Once I finally figured out how to resolve the issue on my Microsoft account, the version I had previously purchased through Microsoft automatically downloaded (I previously had a 5 device subscription). So that was $69 down the drain with Amazon that I cannot get refunded since they don't allow returns on software. Oh yeah, and, both the Microsoft reps who had disconnected my call when transferring - both of whom had made me go through providing phone number and email address when I called - neither called me back.

So two weeks ago I contact the customer service hotline and they say they'll 'escalate my claim' and someone will call me in 3 days. I've been calling every second day since then hoping that they just 'forgot to call me', but no, today they resubmitted my form, because apparently my last claim was already looked at, and no one had done anything to it. Doubtful that they'll even contact me this time either.

So the update changed my username, put my Microsoft picture on front and deleted my pin access. When the laptop finished its 2-hour update and turned back on, I had to cold boot it just to get around the stupid tutorial of new worthless features that I spent a day disabling previously. Next, my desktop background was gone, classic shell had to reboot and all the icons were rearranged.

HERE IS THE BEST OF ALL, my presentation on powerpoint was corrupted and would NOT open. Well being a professional I had a flash drive back-up. This also confirms why you never delete camera cards after downloads and just simply carry extra cards. I take an average of 500 photos a day plus hours of video for work purposes. Lucky that Microsoft couldn't destroy my Nikon and Go-Pro software and I didn't have to reload all the media contents. So, when I gift this Laptop to family member after returning home I will be forever leaving the Microsoft operating system and going to the more expensive but truly a better option.

The Windows 10 compatibility only goes up to Windows 8. Why??? Therefore I also tried games that were for Windows 8, no luck. Right now I'm so frustrated with Windows 10. Microsoft should have to provide new drivers and new games or give you a way to go back to Windows 7 and provide support for it until Windows 10 works out its bugs. Also feels like they are trying their best to push Microsoft Edge and don't want you to use Internet Explorer at all.

I called Microsoft and they walked me through several tests and then attempted to charge me to reinstall windows 10. I told them absolutely not! They eventually agreed to do it as a '1 time courtesy'. It didn't help. I decided to call Dell and see if they could do any better. For an entire week I was on and off the phone with their tech department. They remote accessed my laptop for 1-3 hours at a time. Nothing worked. I asked for an exchange and they refused.

I called Microsoft back, at the same time as having an open complaint with the Better Business Bureau. Microsoft continued to push me from one extension to another. No one would take accountability for any of what was going on. I was told yesterday that I should call billing and they would provide me with a reprint of my receipt, in order for them to exchange my laptop. I called billing today and what did they say...'I'll connect you with Dell tech support'...are you kidding me?! I was right back to the beginning! I am disgusted with all of it!! I thought Dell was awful. Turns out Microsoft is even worse!! So now, I have a black screened, frozen piece of crap sitting in my living room, whose only use is as a paper weight! Disgusted! Angry! Livid! You choose!! :(

As many before have stated, Microsoft should absolutely face punishment. This is piracy at is modern finest. Microsoft - you are abominable. This has cost me time, job-related issues, and MONEY. I repeatedly clicked NO until the choice went to NOW or LATER. Then, there were no further choices. Microsoft possessed my computer and inflicted Windows 10 on me, against my will. They might as well have tattooed their wickedness across my forehead - prefaced with 666. That's it - Microsoft ~ Windows 10 ~ 666.

This week I upgraded my motherboard and CPU, a process I know would require reactivation. I purchased the key itself (it did not come with my desktop as it is not prebuilt), so this is not an issue. I contacted live chat support in order to acquire my key and make sure I could do the transfer. After 2 hours on chat, they (a) could not find my key, (b) therefore could not invalidate my current Windows, and (c) instructed me it was a digital entitlement and therefore I should be okay as it is associated with my Microsoft account.

I was not okay. Of course, immediately after my hardware swap, I was no longer authentic. I called Microsoft support this time, hoping to get a hold of someone with a bit more expertise. Phone chat asked what my key was, to which I replied I could not acquire it. They stated that "[they] don't give away free keys" and that I had to go through DreamSpark, that the digital entitlement is not on my account, and that Microsoft isn't responsible for the upgrade and don't have to help me. The customer service representative said that it was the decision of her supervisor, who I then asked to be transferred to. She hung up on me. I already never use this operating system for programming. If the day ever comes where Linux becomes a viable operating system for gaming, with high quality drivers as in Windows, I will certainly never again support this nonsense.

The second agent insisted that it was the settings on the Surface tablet and insisted that I reset them. During this process the tablet asked if I wanted to erase all the data on the hard drive. I didn't think I should do this as it would erase the operating system. The agent however insisted that I should. It did erase the OS and now the tablet would not charge or work. She now agreed that I needed a new power cord and would send me one so I asked about getting the OS back on the tablet. She said I would have to wait for the power cord.

Surface Support does not allow more than one problem to be open at one time. When the power cord arrived there was a UPS mailing label inside so I used this to send back the tablet. An agent followed up to ask if I was now satisfied so I wrote back to explain that I had couriered the tablet back to them for a replacement or to load the OS. The first agent who told me to erase the hard drive called me back and said that Microsoft never sends mailing labels so I could not have sent it back. I spoke with several agents and supervisors but all claim they cannot help me because I did not keep the UPS tracking number.

In summary some of their agents do not know what they are talking about and they do not have a means of communicating with their return office in Toronto. They appear to be helpful because I have received many e-mails and phone calls full of platitudes but no concrete help. I am now without a perfectly good tablet and receiving late-night calls asking if I am now satisfied and having to repeat the same story over again many times and they don't understand or read their records.

When I called back, phone message said they were closed for the day. I did call back the next day and they had no luck stopping the update. I then called my personal computer technician. He fixed the problem. I feel that when I was given an option to refuse, it should not be forced on me, especially when message says not compatible. That is faulty programming, or just a lying program. I should have rights, and I resent having to spend time I didn't have to fix a problem forced on my computer in my home. I couldn't use my computer for two days and lost at least 4 hours of my time. Also, they need to have technicians trained better on their product.

The rep was clueless and only interested in selling the support contract. There should have been some knowledge-base for her to reference with suggestions. What is maddening about this is that most consumers can't figure out even basic things in Windows and Office because of complexity. I'm convinced they over-engineer these products to generate support revenue. Microsoft makes it very difficult for consumers to trouble-shoot on their own. The rep was only interested in selling me the contract. Next purchase will be a MAC.

Yesterday, I spent 45 minutes trying to find someone who could see when the replacement table would arrive. No one could. Today, 5/14, another two hours and many departments and customer reps later, and I finally got to the point where they were going to do an Advance Exchange and my AMEX card which I had to enter online so they could charge for the replacement tablet (and then remove the charge when we return the defective tablet) triggered a FRAUD alert at AMEX and the card was declined.

While I was on the phone with AMEX, Microsoft hung up. I think their customer service support is shut down for the rest of the day. Our IT person wanted to try the SurfacePro4, but it was a huge mistake. Not only did it break down a short time after we could return it, the process for dealing with customer problems is not effective at all. You can tell they all have their script, but no one can do anything. They also have to send you a 'Support Code' to the email address you have on file to verify that you match an email account. This expires after 5-10 minutes, so when you are dropped from one customer service rep, you have to start over with the next. I have wasted so many hours, literally HOURS (I'm sorry I capitalized this).

Will never purchase a Microsoft device again. When you compare this experience with customer support at Apple, you realize what a big mistake it was to try the tablet. The Microsoft purchase was made at a kiosk in Glendale CA, an hour from where our IT person works. We are trying to arrange a replacement from Chicago. It has been a nightmare waste of time. It asks for an order number. There is a reference number, an order number from two weeks ago, another order number on the website where the AMEX charge shows up (finally). When you call, no one can connect any of them to my problem and you start over with serial number, email and name.

This is the worst customer service and the worst company I have had to deal with in my life. I have been in the customer service for over 16 years and have never treated anybody like they have treated me tonight. If this is the kind of company that Bill Gates is running then he needs to reconsider who he has working for him and for the product that he is putting out. All they had to do was give me my product key number to reactivate my product that I have paid for. Hopefully these reviews will make it to corporate or to Bill Gates so they can see the people they have working for their customer service and how they are not helping their company with customer service.

Australia Post is the worst service in the country and it took 9 days to travel 500 miles from Melbourne to Sydney including a 1000 mile detour through Brisbane. Now that the goods have actually arrived in Sydney we have to wait another 5 to 10 business days for return but we will not be at home for a month. I've spent at least 4 hours on the telephone dealing with the Philippines call center which has no executive capability whatsoever to rectify any customer problems but only parrots - the same mantra each time you speak to them. I have been on the phone for over half an hour trying to work out how we can receive the goods if we are not at home and the only suggestion is ask a neighbor to look out for the delivery.

Microsoft executive management here in Australia is totally isolated from customer contact and you cannot get anybody in the Sydney office to talk to you. My advice to anybody is to avoid Microsoft products like the plague unless you are desperate and have to use them. Furthermore don't expect any reasonable customer service for a warranty failure.

For my third attempt, I went online and requested a call back. A technician called back. I first told him that I wanted to register a complaint. He said he would give me an email address for sending the complaint. He told me the address is wehelp@microsoft.com. I then explained the problem. He asked for my product ID and then told me that they didn’t handle this kind of software. I explained that I was paying for Assure Premium Technical Support but he brushed it off. I sent my complaint to the email he gave me. The email was returned saying the email address could not be found. I then requested another call back and got a helpful agent, Cyril, who connected me to Level 2 support (which was needed for this case), Rohit, who helped me through the problem.

If I had received this attention from the beginning it would have been OK. However, it turned out in the end that this is a problem with office that is known but not resolved. All I could do was wait for an update. After almost 2 hours on the phone my problem remains unresolved. I posted this review to Microsoft's site. They returned it to me saying they would not publish it because "it did not meet all our website guidelines." They didn't say in what way it didn't meet their guidelines and the email is a "no-reply", so no way to ask them.

Well, as a business owner of a growing business this just tells me that I will avoid purchasing any Microsoft accessories as they can't stand behind their product and provide any customer service. Maybe if more people refused to purchase Microsoft, the decision makers would change their policies, provide better access to supervisors that can make decisions and actually provide customer service.

I was out of warranty- big surprise, but the solutions offered to me by the Microsoft staff were inexcusable. My product had stopped working after a year and a half of use. I was all prepared to sing the praises of Microsoft versus Apple in almost every way except maybe compatibility, but no more.

They touted these"programs" with fancy names that I could take advantage of- basically trade in, trade up, exchange-type deals, but one of the conditions was that the product actually powered on. Well, duh, no, that's why I was in the store in the first place. The 'manager' (that's what he appeared to be) hovered around the tech while speaking with me and talked about how his lunch was. Then anytime the tech offered one of these 'program' offers, the manager would shake his head or nod. Then, I was offered an "out-of-warranty replacement" for about half of the product cost.The quote from a representative over the phone was double the in-person offer. So I questioned the discrepancy, and the tech and manager went right to work.

The tech tried to log in to the Microsoft site and COULDN'T LOG IN. The tech then blamed the Surface he was working on (what?). The manager AGREED(!!!) and then tried himself. He also COULDN'T LOG ON to the server. PEOPLE- this is what you do, I would think you could figure this out in a computer store! I think they muttered something about the BAD WEATHER as a source of their problem! So I told them I would look around while they find out the information.

I had a very pleasant experience with one of the sales staff looking at new tablets while waiting. They suggested I buy a newer product and buy an extended (2 year) warranty at $200. To wrap up, they told me I was out of luck and actually tried to suggest selling the faulty device online! No offer to fix/replace at a discount. No offer to take something off if I traded up. No reaction when I asked how it was the device only lasted a year and a half. OUTRAGEOUS. Does everyone just put up with this kind of abuse/nonsense? Well, put Microsoft on my list of products I will never buy again (I may be forced to use Windows, but not their hardware). Oh, but the store looked good, and the staff all had the right color t-shirts on.

In the past, whenever I chat with MS I get someone who spends more time "identifying the issue" than they do helping me. So, today's service astounded me. I am so happy to find at LEAST one rep who understands that many of us use chat to speed things up over waiting for a phone call or an email.

Yikes! I never spam and my email had not been hacked, so what’s going on. I called Microsoft Customer Service and after finally getting past the robot which kept telling me to go to the Microsoft Website, I talked to a human being who transferred me to a tech guy who said the only way I could address this issue was through their Chat service.

So, I was put in contact with their Chat and dealt with a woman and then her supervisor. No matter what they told me to do – the problem just got worse. I was advised to click on Continue and put in my cell phone number in order to get a text with a code that would open my account. I tried that and got this message: "Invalid Request. Please try again." Then I was told I would have to submit a Request Ticket and did I have another Microsoft Account under a different email. I did have one I had set up when I purchased Windows for Mac so I tried to log into that.

I got this message: "Verify email: We sent an email to… To make sure you own it. Please check your inbox and follow the instructions to finish setting up your Microsoft account." So I went to the email that was sent and followed the directions and GUESS WHAT – I got another one of those Temporarily Suspended notices. The lady told me to try clicking on Continue to see if I could get that code texted to me AND I got that darned "Invalid Request. Please try again."

At this point, I was transferred to the lady’s supervisor who guided me through the process of setting up a new email account by getting a new email add with the @outlook.com ending. He directed me to fill out the form and I used the language he sent to me via chat: "Hi! I need help because my account is suspended…"

So this morning I checked the inbox and received very scary email reply that said: "As we have checked in our end, our investigation shows the account was blocked due to Terms of Use/Code of Conduct violation… We sincerely apologize but we are not allowed to disclose further information about the violation or the block. To appeal for re-activation/re-consideration of your Microsoft account, please go to: …" It also contained a link to their Code of Conduct with a list of all kinds of nefarious things, none of which I am guilty of.

THE SILVER LINING: I did do that appeal for re-activation/re-consideration, but I also called my tech guy who said: “Don’t worry. Office 2011 works just fine with El Capitan (he’s upgrading my MAC OS to this for me). In fact, I don’t recommend using Office 2016 [aka Office 365] because it is very unstable. I think you should cancel that Office 365.” And then I went online and found all those complaints about Microsoft Support including the one from David from Bath, ON about his nightmare experience after actually installing Office 365.

So that’s my silver lining. My own terrible experience coupled with my tech guy’s advice and David’s review make it clear that us MAC folks shouldn’t touch Office 365 with a ten foot pole. Thanks David! PS: Like David, I have been an Apple user for many years. All I can say is that now I am mighty thankful for being an Apple and not a Windows user because I have always had wonderful support from Apple. Based on my current experience and the experiences of others like David: THE LESS I HAVE TO DO WITH MICROSOFT SUPPORT OR THEIR WONKY WEBSITE THE BETTER.

I was denied a part that was under warranty to fix the issue and it has since turned into a fiasco leaving me paying for services that I can not use due to your employees not following through with their promised and overall, jobs. At this point if I even get the box I fear I would never get it back! All I want is for my machine to be fixed in the promised, timely manner. I do not see why this is so hard to do. Should not employees follow through with promises and policies?

Upon successfully saving and opening this XLSX files again, and when you look for the codes... IT GIVES YOU A HEART ATTACK, not to find them... And then realize that all the efforts have been wasted!!! This has occurred to me frequently, and I wish to sue Microsoft for a million dollars, for all the frustrations and agony caused by their flawed design logic/operational design. I am a very loyal user of Microsoft and have found that the brilliance in the earlier versions of XL is not being found in the later versions.

So I started over, she put me on hold, and then once again someone new picked up. This man was very helpful. After hearing all the problems I was having, he agreed to send me a surface 3. I told him I bought the bundle, I spent $735 on this crappy surface, a keyboard, and sleeve. He put me on hold and came back saying he could get me a keyboard compatible with the surface 3 as well since I got the bundle. He then told me he needed to try and see if he can get me a charger as well because for some reason it wasn't going to be included. He put me on hold, came back, and said he can get it for me. I told him I had also purchased a hard case for my surface 2 and was wondering if I could get one for the 3. If not, it was fine. He put me on hold... and never came back.

I called from another phone and guess what! The office was closed! I called back the next morning and everyone I spoke to has told me that what he offered me is not possible and that there was no record of it. I've spoken to 3 different managers who are all "very sorry". One told me the man I spoke yesterday (Xander) had the day off. The last supervisor I spoke to told me the man was there and was going to call me within the next 3 minutes. 40 minutes later, still no call. I have had nothing but bad experiences with these people and this device. I do NOT recommend anything by Microsoft. I am typing this on my 6 year old MacBook that I have never had any problems with. Do not buy from Microsoft. If you want something that will work ALL of the time, I recommend you go with Apple.

Update: Xander finally called back (an hour later) trying to get out of what he promised. Still on the phone with him, he is still saying that he did not ever mention any kind of "upgrade". My husband is on the phone with their Business Conduct Hotline. Our entire weekend has been spent on this. We have been on the phone with these people for a total of 8 hours now. Please save yourself the trouble and do NOT buy anything from Microsoft.

A few seconds later, came an automated voice response asking survey questions regarding the call and then disconnected. I was totally infuriated! Once again my query had been handled by another incompetent staff. What sort of people does the company hired? Do they ever get any training whatsoever? These 2 staff did not even know how to do a simple task of transferring calls! Totally unacceptable from an organization such as Microsoft to provide such appalling service!

The problem began with Microsoft software and they want us as the consumer to pay because they don't want to back up their software. That is so wrong. The tech did talk me through the problem and did not charge me. But I'm sure it was because I complained that it shouldn't be the consumer who bought the product have to pay because they have faulty software and they know they do. You put out the product. Be responsible for it until it's working properly. The only reason I rate this as a three star is because the tech went the extra mile and fixed the problem. He believes that I shouldn't have it again.

Apart from constantly asking me for a product key that didn't work, asking me to verify my purchase of it numerous times and finally putting me onto customer service in India - I had enough and cancelled it and asked for a refund as they've never actually verified my purchase from four months ago and I was still functioning on my old Office software. Well, now they've locked me out of all my word files including my manuscripts for two books, my budgets for two television series. And it's not the $100 for the license. It's the principle.

However, one of the young women in the United States was very decent, but somehow, someway, Microsoft has to be stopped from using their enormous technological reach over borders to essentially hold customers ransom and literal theft of one's personal and corporate information. Their predatory practices prevent one from transferring my own intellectual property over to a Mac File. As I am in Canada, I would love to speak to anyone who has any experience with either 365 or its offshoots - and launch a Class Action Lawsuit against Microsoft over their predatory practices and scurrilous corporate behavior.

So I google search for Microsoft support. All I want is these options to work. It is worth noting at this moment that I have Trend-micro Anti-Virus software running and haven't had any trouble with malicious software. Once on the phone with Microsoft, they give me two options: a 1-time fix for 1 computer for $98 or a year-long technical support for 2 computers for $150.

Well, I really want to be able to set up a non-administrative profile (a very basic function that has been around for a long time) on my living room computer. So I bite the bullet, because how else am I going to figure out why that when I click on these functions they simply disregard it. After talking with the representative and giving him payment details, he asks me to allow him access to my computer. I type in the browser the address he tells me over the phone "microsoft/help..." etc whatever it was and give him access. As soon as this happens I open the dialogue menu to show him what was going on and what buttons were not functioning. Not more than ten seconds pass as I'm doing this and voila, the "add accounts", "change account", "family account" etc buttons are all working perfectly fine all of a sudden.

Wait what?! I kid you not, the technician didn't do or change anything and the problem I just paid $150 to fix just vanished by, I suppose, by paying for tech support and merely granting control of my computer to Microsoft. Well immediately, within 45 seconds of paying I ask to cancel and get a refund. The tech says that's fine and that I can do that since nothing has been changed (although my computer is magically working fine now). Also, worth noting here that I had tried changing these account settings for two weeks, tinkering around with it for a couple hours the first and second weekend of setting up the machine. I guess thinking maybe it took some time and restarts for the updates and everything to work properly.

My main complaint I'll get to in a bit, but I'm wondering if the strategy was to coax me into upgrading to Windows 10 - by asking constantly with notifications and saying it's free - then distributing less than optimally functioning software knowing that a typical consumer will then need to look for technical support, and then be presented with the 2 expensive options mentioned above to fix some functions that ought never to have problems in the first place. Maybe that's a bit paranoid, I'll admit, but the way that went, what am I supposed to think? I think that the functions were enabled in the instant that the computer was linked up with a Microsoft tech which can only happen if you pay. Please, anyone who knows about this kind of thing tell me the possibilities of what else could have happened there?

So my main complaint. The time and difficult of getting a refund. I feel downright abused. Did anyone see the image of the Denver Bronco horse logo turned into a male appendage and the Panthers cat turned into butt-cheeks? Well, that's how I felt Microsoft was treating me over the past few days. Saturday, the refund on the order I had just made 45 seconds ago couldn't be processed because that department doesn't work until business hours Monday. Well, that's upsetting but understandable, I guess. I feel like someone should be able to cancel a transaction immediately. So the guy gives me his word that they'll call me and give me a full refund Monday morning between 9-10 am.

So today, Monday. I get the call I'm waiting for from Microsoft at 11:20 am. This call lasts a while and the guy asks me my email address, phone number, and several other questions. After 30 minutes of this and being on hold he says everything is good and he is processing the refund so, "Can you wait on hold for about 5 more minutes to make sure?" Well I'm getting called into a meeting and said, "Please just send me the confirmation that it was processed to my email," and he says, "No I'll need to call you back" but I have to go so I say, "Please just email me letting me know it went through I have to go." I went to my meeting and saw I was getting two missed calls from him but I'm in a meeting.

Wished I would have answered. I called back after lunch because I hadn't seen a confirmation email so I could assume he didn't make the refund. Well at this point I had to give my information to Microsoft - email etc. two more times to two different representatives. Each time required spelling it out over a less than optimal sounding line (due to their end as my service is great in my office) and struggling to make out what the support representative is saying (as English is clearly not any of the representatives first language. I'm telling a long story long, because these little details are important to me).

After waiting on hold a few more times I finally get the refund processed at which time I took a screenshot - with the time at 29 minutes. I get the email confirmation a minute ago and they misspelled my name from Joseph to Josepf. Hopefully, this doesn't disrupt the refund. Is this abuse? I feel strongly enough that (if nothing else) this refund was made excessively difficult and could be done much better so I am writing this review to blow off steam so I can get back to work.

I received the "new" surface which worked upon plugging it in, however, the next day when I tried to start it, it was dead. I called the number provided to me by the friendly retail store and after many prompts and much hold time was connected with a customer service agent. She determined that I needed to ship the surface back (my new surface was hot to the touch and would not turn on). The CSA suggested the advanced return, where I had to charge the broken product to my credit card, they would send me a "new and working" surface, I would ship the broken one back and upon receipt of the broken product they would refund my credit card). I told the CSA that I saw all sorts of problems with this scenario, but nonetheless, I gave the agent approval to use the credit card on my account to expedite the process.

In about 5 days, I received a new surface. Thinking that this one would work I plugged it in to charge it and it did not recognize my charger. Once more called the customer service number and after holding for 20 minutes, was disconnect by Hal. I called in once more, was on hold for another 20 minutes, and was connected with a much friendlier agent who walked me through several diagnostic test and after about 90 minutes she determined that I would also have to send back this new Surface and they would send me another.

The problem is that they could not do that because I still had the first replacement in my possession and their protocol does not allow you to ship 2 back at the same time. I have to ship the first broken replacement back, wait for them to receive that and then I can start the new process of shipping the 2nd broken one back. I am sure I will have to give them my credit card again so they can charge another 488.00 for the second broken one. So another 2 hours or so wasted on my part. I will never buy another Microsoft product. I have just become an Apple convert or perhaps Android, or Google... anything but Microsoft.