Betty B.

Where do I begin? Back in February I went to the MS office online store to simply purchase a download for the Windows 10 Operating System (OS). At the threshold the buyer must provide all the information to pay and process the download. I expected an easy procedure to accomplish the purchase, As I began, I discovered I needed the assistance of a
"chat" representative. The response was prompt but largely unhelpful. After some time had passed the rep decided I needed to delete data to provide space for the download on my HP Athlon silver laptop,

After, sometime I was able to delete enough data to accommodate Windows 10. When that was unsuccessful a new rep suggested I dispatch a screen shot of the page causing the chokehold. Now I was told that because of my security system and incompatibility I would need to acquire another computer, a flash drive and delete significant data from the subject HP Athlon. I was preparing to travel for a month and explained that process was not available to me and I requested a simple refund of the $32,00 they charged.

MS declined the refund, offered a credit in the online store (for which I had no use) and discontinued any efforts to provide a solution. I filed a complaint with PayPal and the Better Business Bureau. During the PayPal attempted resolution MS accused me of fraud (a defamatory assertion) and claimed they could not re-use their product therefore I was further denied a refund. I explained their loss was illusory, since I too couldn't use the OS and I had actually suffered a monetary loss by paying for something I did not receive. Ultimately the PayPal resolution process, which was unhelpful and only consisted of pointless cross arguments in email exchanges closed the complaint and false claims that I didn't respond. MS relied on its own adhesion policy to deny a refund and by extension provided a service that was unmerchantable and outside what is commonplace in the industry. I encourage to buyers to beware of contacts with the MS store.

Date of experience: March 09,2024