Craig N.

I called late at night, as Microsoft was out of hours. Next time I have an Issue I will be sure to wait.

I was immediately concerned about how overly polite they were on the phone. I called with a question and whilst explaining my issue I was moved around between 3 'technicians', one of which was there just to explain how much money they would charge me before even trying to assist me. I questioned it and I had no option but to pay in advance, they assured me if there was no resolution it would be refunded. At £80 they stated they would 'assist and solve my technical issue and then go ahead and clean up and tune my machine, giving me the impression they had some tips on streamlining windows 10, sounding fairly confident. That turned out to be a lie, they were simply planning on cleaning my internet history, temporary files and defragging. Seriously.

Over the next 4 hours I was essentially running around in circles. I explained my issue, a fairly straight forward thing to investigate but they wouldn't take note of anything I was explaining and I had to endure them repeating a procedure over and over again despite my already explaining that it was pointless. I was then moved onto a '2nd level' technician who was even worse, slow and unresponsive and repeating the same pointless manoeuvres, he wouldn't even let me take control of the mouse so that I could click on the chat box to try to explain anything.

He clearly had know idea about the workings of windows 10, and after 2 more hours he finally let me explain how I wanted to go about solving the issue, and low we managed to fix it in a matter of minutes. Whilst I did need his assistance in that respect, getting to that point was like pulling teeth.

And the phone calls, I was on hold for an inordinate amount of time and I was even called back on my mobile from Malaysia for 7and a half minutes before I had realised.

When I spoke with the supervisor he argued that they had provided a service and completed the task, so I should be happy to pay the extortionate fee - that Microsoft would have provided for free - and he even denied that they had any offices or workings in Malaysia, despite the +60 international call prefix and the word 'Malaysia' on my phone.

I was so angry by the end of it I made them void the payment, which they weren't going to do. After another hour of debate though I finally got them to agree.

The icing on the cake was the fact that after the 3 different occasions I had given them my email and other details, they couldn't find any record of my interaction with them to send a confirmation of my voided payment, I had to send them an email personally so they could respond whilst I was still on the phone.

Flabbergasted. Never again.

This is a prime example of a company designed to take advantage of people who aren't so tech savvy. I work with computers every day as a musician and I build computers though I'm not a professional technician, but it probably would have been less convolved getting my 8 year niece to have a stab at it (sorry love).

I don't write reviews online, this is my fist. That itself speaks volumes. Almost 5 hours of my life. Avoid. Avoid. Avoid.