Microsoft

Why does your company seem to care so little about its customers?

To try get my access to MS Teams Essentials I restored so far, I have had the following business "support" experience:

After I finally filed a case, I was told it would be 3-5 business days to correct the issue. This is after several hours of trying to get through the maze of self -help information and then on hold and transfers for 8 hrs 46 minutes. I have been trying to get a resolution.
No ability to do screen sharing.
No courtesy "check-in" from agents even on holds up to 1 hr 20 minutes and longer.
No information offered about expected hold times.
Departments extremely siloed in the information they have. Each department seems to have their own obscure information needs to track down a simple purchase and solve a simple access issue.
5 dropped transfers in a row to a different department.
Multiple hangups from MS immediately after connecting after very long hold times.
No call backs when calls were dropped by MS.
Call line filled with static.
No ability to reach out directly to the department I am supposed to be working with. "You just have to wait for them to reach out".
Multiple cases of "On hold" and MS phone automatically disconnected after 93 minutes and longer on occasions.
Had to reenter information I just entered.
Failure to record notes when requested. Agents could not pull up notes from previous conversations.
Too many transfers across departments and then you go to the back of long, long hold times again.
I was given a "hotline" to a supposed direct number. Very long hold times, multiple transfers, dropped calls on this so-called "hotline".
Why does it take two transfers to pull up information about progress on my case? Are there no databases? So far, 38 minutes just to ask about status of the case, not even get a result. This is on "business support" after I have filed a case, on the supposed "hotline". Just got hung up on again. No call back. 1 hr 16:27 and on hold and disconnected again when trying to get transferred. No call back as promised. Another 45 minutes to connect and the agent can give me noi information about my case, nor any way to call the group working on the issue.
Will not give a direct number to the department I am dealing with even though I have a case number. This forces me to go back to the start again and ties their people up in transfers yet again.
How can hold times be "longer than normal" when that is the response each time, on multiple dates, different times of day and different issues?
Why does MS have such an appalling rating on review sites over multiple years? Why do the issues remain unfixed? Note also the common issues, themes, and the unusually strong language used by reviewers indicating the incredibly high rate of frustration anger and feeling incredibly disrespected as a customer.
Please do not raise my expectations any more with false promises that (paraphrasing) we will be able to help you now, or insincere apologies for "inconvenience" after 7 hours of my time and all the above incidents. These patterns have occurred on multiple occasions when I have tried to get support on different issues.
Tried to send this information to Microsoft Feedback Hub but I get an error message stating the address is invalid. Their other suggestion is to call the main support line which is one of the biggest problems. Tried to send the information via Support but got more errors and was I could not us e that location.
Maybe you have backlog issues but this doesn't explain all the other issues and lack of professional courtesies.
I encountered a couple of people who seemed like they cared and wanted to help but MS just does not support them with the tools, systems or cross training. My guess is they will not last long in the current culture.

IN CONTRAST…
I contacted Apple on the same day as I am writing this. I had a choice of phone call or chat within two minutes. No transfers. The customer service agent solved 3 issues in 12 minutes. Guess which company gets my business in the future and who I steer my clients towards?

Open Source Gor Windows Had Trouble Work Thus Out Very East Finly Particpaed IN Open Source Finally for Once Instead OF Never.

This company is garbage on sooo, many levels and Apple needs to buy them out or Amazon Alexi division. Their so-called authentification app for logging into Outlook aka Hotmail is a whole circus & clown show. The developmental phase of the entire platform takes people in an endless black hole loop. You can't get anyone with a real pulse through any area of customer service (laughable term) to even help you troubleshoot log-into or account issues. Their "so-called" "recovery form" option is purposely outdated and not really designed to help you recover anything. You don't get any updated information of who you sent emails to if you've blacklisted/locked out of the account initially for no real apparent reason Microsoft, the information you prompt users to enter into the recovery form won't be updated nor the most current for validation of the account (this is done on purpose I'm sure but not sure why) or asking people for outdated log in verification methods, that can't be modified if a user has deleted the app or sold a previous phone and or the phone number has changed, or sending codes to an authenticator app that doesn't respond, UNLESS you log into your account within the app, that's the initial problem in the first place YOU CAN'T LOG IN ANYWHERE! HELLO?! For reasons ( A-E) I've already listed here. You're taking people in an endless arbitrary loop for no good reason, making it difficult for zero reason. In account recovery form. Even if you manage to record accurate verification information, they will still send you a bot-generated response saying they can't verify your account, its never a personal response from a representative, and this is done on purpose, they really don't care whether you recover your account or not, therefore, that translates into them not valuing you as a client or consumer of their crappy products/services. This is when we need a live person who comes in handy to speak or chat to update and authenticate over the phone just like banks will do, and you're not better than any major banking system security or verification Microsoft... I don't why these people sit up all day behind their silicon valley desks to conspire to undermine users and citizens, what purpose does it serve? I've had this email for 16 years and have tried everything under the sun to recover this email since the last successful log in February 2023, its ludicrous, sadly, I have rerouted all my contacts or business correspondence to iCloud email, and Microsoft can fall into the San Andreas faultline...

Microsoft has the WORST customer service I have ever experienced. I purchased a surface book three years ago and have had non-stop issues with this computer. About two months after I bought it from their store, brown and yellow spots began to appear on my screen. From what I gathered from online research, this was a known issue with these laptops. As Microsoft had recently shut down all their store locations in Canada, I called their customer service line and was told my only option was to have my brand-new laptop replaced with a "new" unit as they do not do repairs. This would've been fine with me, however, I later found out when talking with another associate that the "new" device I had been promised was actually a refurbished surface book. Even though I had originally purchased the extended two-year warranty, because it had been more than 30 days since I purchased the device, they claimed they could not provide me with a new one, or allow me to return the device. Despite my many and relentless attempts to get them to replace my two-month-old device with a new computer, or even to get my current device repaired, I eventually caved and had them send me a refurbished unit. After spending over $3000 on the original device, suffice it to say this was a huge disappointment to be given a refurbished model, which, at the time, were being sold for over $1000 less than the new devices. The replacement device has worked ok for a while, until recently I began to notice the same yellow spots on my screen - naturally, I am no longer under warranty, so guess I'm out of luck there.

Additionally, I recently noticed some of my keys starting to stick, and took it in to London Drugs tech department to get them to clean under the keys. I was told that Microsoft is the only brand they do not support, and that the only option is to seek support through Microsoft. As they do not have any open stores, this means I must mail in my laptop for repairs. I attempted to call Microsoft to discuss my options, and was repeatedly redirected by their automated service to a website link, and was unable to actually speak to any individual about getting repairs. I have found it to be almost impossible to talk to an actual human being in Microsoft's customer service about any concerns, and whenever I was able to talk to someone, the options provided to me certainly left a lot to be desired.

Beyond the issues I've had with their customer service, the computer itself is a piece of junk. As an engineering student, I needed a laptop that would be able to handle bulky software programs such as SolidWorks, and others required for my schooling. I purposely bought the version with superior specs to ensure it would be capable of keeping up with me as I went through my degree (hence the ludicrous price I paid for the laptop). However, this computer continuously freezes, lags, overheats, etc. even when the only program I have open is Google Chrome. It has crashed multiple times when I have tried to use CAD programs, or other more demanding software. Furthermore, I constantly experience glitches when using OneNote to take notes in class, whereas my friends who own iPads have told me they never experience such issues when using OneNote on their iPads, despite it being an Apple device. Additionally, two of my friends who previously bought this same surface book around the time I did have since gotten new computers, as they both experienced continuous issues with their devices as well. Clearly Microsoft should stick to software and should not be selling products they know are faulty, particularly without offering any support when known issues occur.

Between the constant issues with the device itself, and the non-existent customer support from Microsoft, this has got to be the WORST purchase I have ever made. Next time I will be buying a laptop from a different company, and recommend you do too.

Complaint - Laptop not operating due to Microsoft automatic update (2022-06 Cumulative Update for Windows 10 Version 21H2 for X64-based systems KB*******) Sunday June 12th 2022 – it was working perfectly prior to this incident.

Ricardo Sérgio
Executive Customer Relations (Microsoft)
Modern Life, Gaming and Customer Service

On Sunday 12th June 2022 a Microsoft Windows automatic update (2022-06 Cumulative Update for Windows 10 Version 21H2 for X64-based systems KB*******) installed on my Acer Aspire 5552 Laptop and has left it inoperable. This is the third time recently that an automatic Microsoft Windows 10 64 bit automatic update has wrecked my computers. The previous two times I was able to reinstall everything which took a week both times; this time the screen is black, nothing is working although power is getting to the laptop. I did everything which Microsoft Support advised (tried multiple solutions – to no avail). I also tried repair cd's, recovery setup cd's, Windows 10 64 bit installation CD – nothing is working. You can't even get into the BIOS System for recovery!

I have been using licenced purchased Microsoft Products for over 30+ years (right back to Windows 3.1 & MS Dos 5 to present day) and always recommended and used Licenced Microsoft products and operating systems on all my work computers (Local Government and my own personal machines).
There is nothing wrong with my hardware, it is a Microsoft Windows Software Automatic Update Problem which Microsoft should fix, as it is was responsible for the problem. I wish to strongly point out that I am not looking for compensation, just for Microsoft to get my laptop up and running again or at least have the decency to have the laptop Licenced Microsoft Software / Operating System fixed. So if you could get some of your Master Programmers to email me a working solution. My laptop is an essential means for me to communicate with family and for my work.

As previously mentioned it is a Microsoft Windows Software problem not a hardware problem.

Please do not close the case incident until you resolve the problem. Microsoft have the best Programmers in the world so this glitch in Microsoft's Software should be easy to fix for yourselves.

I await your solution at your earliest convenience.

Thank you very much for your help in this matter, much appreciated.

Kind Regards,
Brian Walkington

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Below is the letter I attempted to send to Microsoft who recorded and took a screenshot of my never before published or publicly shared digital abstract home, office, etc work. When I became disabled in 2017 and had to stop working, The following year, 2018, I found that creating art as a pastime to relieve stress was extremely helpful. I never sent it to anyone or shared it. It was simply a way that I occupied my mind and made it through the day. I ended up with thousands of pieces from the last 4 years. And apparently MICROSOFT felt they had a right to record and screenshot my PRIVATE work. PLease read below.

———————-
Good afternoon

I am contacting your office to request all information you have collected from my accounts, (...). I am also requesting a response regarding MICROSOFT allowing anyone or any organization or any government office to access and/or record information from any MICROSOFT account I have used in the past or currently use. In addition, I am asking for transparency regarding whether or not MICROSOFT itself, records and/or takes screenshots of consumers work and/or activity with or without their consent. Finally, I am requesting transparency concerning whether or not MICROSOFT allows anyone or any organization or any government office to access and/or record information from MICROSOFT accounts at any time for any reason.

Before you choose to deny any wrongdoing by MICROSOFT, let me give you an account of my personal experience at the beginning of last October 2021. I was creating a personal design on an old laptop I have with an old MICROSOFT Student Home and Office edition installed. That laptop does not have WiFi access. The wireless card had been removed and the internet services had been disabled.

On this particular day, with no WIFI and no wireless card, a box appeared on my screen asking me to help improve MICROSOFT services. I simply clicked the X in the top right corner to close the box and continued working on my design. Strangely, minutes later, a tiny white dot started flashing on my screen. Again, I continued working on my digital designs. Next, I saw a quick flash and heard a quick click simultaneously. At this point, I was taken aback and felt completely violated. But at least the individual invading my work had finally gotten my attention.

I stopped working and started searching my computer to figure out what had just happened. Surprisingly, I came across a page that showed MICROSOFT had been given remote access to my computer. Moreover, I was unable to uncheck the box specifically allowing MICROSOFT this access WITHOUT my consent! Furthermore, the design/drawing tools I had been using to create my digital designs were now disabled and I was no longer able to use them.

I have never publicly shared my designs. In April 2021, I traveled up north to aid my beloved aunt who had for years helped our entire family, but more specifically, my daughters and I, especially when we transitioned from extremely traumatic situations. I showed her my digital abstract art, and she chose an unfinished design that she wanted to hang in her home. Unfortunately, she passed away from Cancer the end of October 2021, about 2 weeks before MICROSOFT requested my assistance in improving their services on my old laptop with no WiFi and no wireless card, which I denied. That did not stop them. They just took it. I had not even finished or sent my personal digital abstract/natural art/paintings to my aunt before she passed. Nevertheless, MICROSOFT apparently felt they had a right to record and screenshot my work without my consent. And again, they did so on my old laptop with NO WIFI & NO WIRELESS card.

So, I reiterate, I'm asking for transparency regarding whether or not MICROSOFT itself, records and/or takes screenshots of consumers work and/or activity without their consent. This has already happened to me. So I know MICROSOFT steals consumers work WITHOUT their consent. I'm just giving you a chance to admit you STEAL consumers work.

If I could give a zero star, I would of chosen it.

About a month ago my Huawei P30 lite did an Android update. After the update, my sons games didn't want to work. So after a lot of research I found out that the games where no longer compatible with the latest Android version. The most common solution was to do a Roll back to the Previous version of Android. The only thing I did not know at the time was that a Roll back actually meant a whole new fresh installation and that my phone will be wiped. At the time I did not know that I needed my gmail password to set up the phone again. For more than 10 years I have been using the same 2 email accounts to recover a password. I used gmail to recover my Hotmail and Hotmail to recover gmail. Unfortunately I didnt know this and then my phone was locked. In the past, whenever I did a factory reset on any of my Android devices it was resetting the phone to its original factory state. Now, because of all the phone theft, google thought they where very clever and introduced a security measure. If you reset your phone, the only way to get back into it, is to use the last gmail account password that was linked to the device. So that was it, my phone was blocked. It costed me to take it to the local cellphone shop to get that rubbish removed. After sitting without my phone for 2 weeks, I got it back. But now I sit and I dont know what the 2 password are. I have tried contacting microsoft about it, but microsoft is completely useless! They want money to help me to get my account back. When I told them I wont pay for someone to make a few clicks, microsofts call centre agent came up with the lie and said that they cant help me and that I must recover my password with the forget password option. This I have tried over and over and over until I was blue in the face. Every time microsofts stupid bot told me that unfortunately I havent given them enough information to prove it my account. I told the morons by microsoft that my hotmail account has been linked to my facebook profile for more than a decade and common sense dictates that if I was able to link it to my facebook profile, I should of had access to the hotmail account to be able to link it to my facebook account. BUT like all big companies, microsofts greed always wins and they are not interrested in helping people. I really wish there was alternatives to microsoft and google. These companies buy up everyones ideas and small tech companies and add it to their umbrella of GREED! They cant write their own software, so they buy up small companies. Then they automate everything because they are too cowardly to talk to the public. They can spy on everyone, like criminals in the night, but they have no backbones to listen to the people who are forced to use their software, because there is currently no alternatives. They have the whole world in a choke hold, forcing everyone to use their software, FULL OF SPYWARE, and no one can do anything to take them on, because of their billion dollar company status. YOU SUCK GOOGLE AND MICROSOFT!

I have also exhausted all the same options with trying to retrieve my gmail password, but was not able to. In more than a decade, when I migrated from one phone to another phone, I used the 2 accounts to retrieve the passwords and then linked them again to the new phones. You suck Google! Changing security features and then not making it public. I am sure a lot of people has lost accounts this way.

The main reason why I am so upset is because I have 4 children who I love very much and all of their birth videos and photo's was linked to my google picture account, which was linked to gmail. Everyone says upload your unreplaceable pictures to the cloud to keep them save. NOW MY IRREPLACEABLE PICTURE OF MY CHILDRENS LIVES IS LOST IN THE CLOUDS! Neither microsoft nor google is willing to help. GREED is the only fuel for them and I wont pay some moron to make a few clicks with his mouse to send me a link to reset my password.

Last year in November and December, both my wife and I lost our jobs. We where retrenched and I was home until middle May 2021. My wife is still at home and we are really struggling to get her a job. There is just no new jobs. We lost our car after making 3 years of payments. Our water was cut off by the municipality. My children had to eat maize meal porridge for 6 months. Now that I found a job and we are trying to recover from this massive knock in life, microsoft just wants to rip me off even more. I understand that it is not their fault that I can not get into my account, but they are just not willing to help. The same for Google. Atleast I was able to get hold of microsoft. After searching for email addresses, I found a few media email addresses and I started sending multiple emails in the hope that one of them will send it to someone who can help. Microsoft eventually called me from texas and said sorry, we cant help. GREED is our friend and we dont give a hoot if you cant get into your account.

I have not tried to send out so many emails with google, because I cannot find any email addresses to send anything to. But I am sure that even if I was able to contact google, they will also be just as motivated by GREED, and wont help. So I have desided to take this to the internet and blast it all over the internet. If they wont help me, I will post this message on every forum and complaints page I can find. I dont have a lot of hobbies and will make this my new hobby. Even If it takes me 10 years to create the awareness on google and microsofts GREED!

Literally only use piece of $#*! Microsoft Xbox because a lot of friends have it and sadly not a pc which can run a beautiful linux OS! Anyways I have another pc that just runs Windows sadly :/ but I bought a controller because everything on the god damn website and every fan boy promising it'll connect somehow, don't you worry, worst case scenario just use bluetooth. Well guess what, this piece of $#*! doesn't connect to anything and when trying to find customer support through Microsoft, you get absolutely no help from them unless you paid some super high price for premium services. Sorry I'm not a dip$#*! who's gonna pay $70+ for Microsoft Word and other most basic programs ever written in history. I mean, you've got to be kidding me. So NO online chat, NO numbers to get you any actual person, NO knowledgeable Microsoft users, NO true answers to my questions or other peoples, but YES the credit card systems are up and they will take your money though. They tell me pair it with bluetooth, doesn't work. So okay don't worry, it shows 3 possible options, on to the next one. I used the xbox companion app like it said, find the spot for controllers, guess what? I got to download another $#*!ing up inside of an app to get it to work :D JK it $#*!ing didn't work either. So last we have usb, good old loveable reliable usb! STILL NOTHING and I can't get a hold of a single person that works at that dip$#*! company to solve something that should absolutely not be happening. There is no 3rd party software, all drivers are up to date and everything is in check with no malware. Still I'm left here pissed that I wasted my time on this and honestly just getting rid of my xbox and everything associated with it. I will be strictly linux pc that way I'm in control and there will be less problems. As for the controller I will be returning and getting my money back. I know this says my credibility is low, but I'm not taking the time to get it up that high so you take it serious. I gave you a fair warning as everybody else here pretty much has. Take it or leave it but just know if you ever have problems with a Microsoft Device now, they will not take care of you at all. If you don't game or anything major, get a nice apple laptop, it'll last you longer and they actually look after their customers. Microsoft is steadily declining which is why major business's have opted to start making their own programs.