Microsoft Corporation

Review: About a year ago I purchased a Word 365 (downloadable) program subscription from Microsoft's web pages. The subscription was only for a year, and I was told it would auto-renew if I did not cancel the subscription. I received and email from Microsoft a few weeks ago reminding me.

I no longer need or want this subscription, so I went to the Microsoft web pages several times yesterday and today. However, there is no method for "canceling" your subscription. I filled out the information (about a dozen times) in their support screen; you can request to be contacted by email or phone. I requested both, but each time I hit the "submit" button I was given a message saying "there was a problem processing this request, please try again in a few minutes."

I even tried to remove my credit card information, but they would not let me. If there are any charges made to my account on 2/14/14 I will consider this "theft".

Why do they make it so difficult for someone to simply cancel a service. I feel like my credit card is being held hostage my Microsoft!! They are crooks. Desired Settlement: I would like my subscription cancelled. I would also like Microsoft to make changes to their web pages. I cannot imagine how many other people they have trapped in this way.

I can't afford the lawyers Microsoft can...or I would sue.

Review: I am at my wits end here as I have spenT hours calling, telling my story, and then being unceremoniously disconnected from the [redacted] customer support number. I have been put on hold at least four times in the last hour and have been disconnected each time. I have asked customer service representatives to give me their names, id #'s, or anything else that I can use to identify (and hold accountable) the person to whom I am speaking after they put me on hold for half an hour, but no one would give me any information today (except one woman who said her name was "[redacted]" and then hung up on me.)

On November 12, 2013 I called xbox and set up a repair order for my son's xbox 360. His xbox would not allow him to set up xbox live and I wanted to have it repaired for him before Christmas. On November 12, 2013 Microsoft debited my checking account $96.77. I went to [redacted] within a few days and sent the xbox off to be fixed. On or about November 30, 2013, the xbox was returned to me without being fixed. The letter that came back with the device stated that the xbox was "tampered with" and that the service department would not even look at it to see what needed repair. OKAY, FINE. I called to find out how I was going to be reimbursed for the repair fee minus the shipping and handling and was told that my account would be credited within the next four to six weeks. That was three and a half months ago! I have called repeatedly to check on the status of my refund, but each time I call, I am disconnected or put on hold for so long that I have to hang up and start the process all over again. My feeling is that this company is trying to make it so difficult for me to get my refund that I will finally give up! I find that really disheartening... especially since I went out and bought my son a new xbox for Christmas when this one could not be repaired. I would like to know how I should proceed from here, since calling the customer support number is futile. I eagerly await your response. Thank you for your time and have a good day.Desired Settlement: I want the money I paid to have my xbox repaired credited to my account asap

Review: Microsoft case number #XXXXXXXXXX. Problem with Office 365 software. I have attempted many times to contact support, which is supposed to be included with my subscription. By two representatives I have been told that I need to pay for incident support, the first one when I told them the problem was with Word 2013 told me I needed to contact the software manufacturer because Microsoft did not support third party software! I have been left on hold at least four times now in excess of 20 minutes. I have been given very lame answers form both tier one and tier two support personnel. They have blamed the problem on the print driver, even though the same feature works in every other application to include four other applications that are part of the same Microsoft program. On the most recent call I was told that I was stupid and didn't know what I was talking about. The technician directed me to a consumer forum directed by ** to show me it was a known driver problem; even though the thread was very outdated and talked about a completely different issue than what I am experiencing. I have asked numerous times to speak with a supervisor, but am only transferred back to someone answering the help desk line. And to top it all off there is absolutely no way of speaking with any representative of Microsoft in the United States that actually has real technical knowledge of the Microsoft software. Desired Settlement: I would like my case to be elevated to the point that an actual software technician that actually speaks English fluently works with me to resolve the issue or send the case notes to a software engineer to evaluate. The comment about English has absolutely nothing to do with any type of prejudice, but from the fact that I have a fairly extensive technical background and for some reason ideas just do not seem to translate at all.

Review: I purchased a Family pack of 3 copies of Windows 7 Operating system for my home desktop computer as well as my wife's home desktop computer.

Over the last couple of years my computer has been upgraded, and reformatted due to software issues as well as my spouce's computer. However each reformat according to the Microsoft service support used up a copy.

When I contacted Microsoft online through their chat service help desk, I was told that there was nothing they could do for me without having to drive in excess of two hours to find the nearest Microsoft store to reset my account. He also did not say whether they would actually do so if requested.

I informed him this was not possible given the distance and asked to speak to a supervisor. Once I asked for a supervisor [redacted] L (the chat support service member) ceased communication with me for now over 15 mins (previously longest time between response was 2-3 mins at most).

I feel the Microsoft Service desk needlessly wasted my time and is not honoring the product which I paid for in good faith. Reformatting a computer is a fairly common practice and should not necessitate re-purchasing of software simply because of a re-installation requirement. This is like buying a downloadable movie and being charged each time you wanted to download a copy.

Desired Settlement: I simply wish to restore the activation codes on my account so to fully activate my copy of windows, and would like Microsoft to explain to me how in the future I can avoid "burning" activation codes when re-installing software on the very same computers I previously had the same installation on.

Review: I have many issues involving this incident. My Microsoft Surface RT (computer) began malfunctioning and it was still under warranty. I called and was told by a represenative to ship the laptop back and I would receive a replacement within 5 to 7 business days after they received it. I was given a email receipt that the item was received on 9/9/14. I received an email 3 days later saying a new computer would be shipped in 2 business days. One week went by and I never heard anything or received anything. On 9/19/14 I received an email from Microsoft with a tracking number saying they had shipped my computer, but when I tried to track it,[redacted] told me nothing had been shipped. To date, 9/24/14, nothing has been shipped. I have called over 10 times and are continuously given the run-around and put on hold for 30 - 45 minutes at a time. I am switched to many people who know nothing about my case. After calling numerous times, one of the reps told me my computer was missing parts and another one told me the screen was broke??? None of these things were like this when it was shipped! The supervisors at Microsoft tell me they do not have a direct number (so I get a different person everytime I call) to reach them, they refuse to give me their last name and they will not tell me what city and state they are located in. They also tell me they can not tell me where my computer is or when I can expect it??? What kind of business is this???

Product_Or_Service: 8/1/2013

Order_Number: XXXXXXXXXXDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to honor the warranty and replace my Surface RT!

Review: We received two separate sales call from the number XXX-XXX-XXXX, once on September 4th, and the other August 27th from an individual, claiming to be [redacted] from Micro Soft. The first call from his center claimed that they need to get access into our home computer to do some repairs. We did not allow or inquire about this service. He insisted on getting access to our computer via telephone instruction, and we continuously refused and asked questions. He ended the call calling my wife bad name. Today's call claimed to be from Micro Soft Windows Refund Department (same individual). They wanted to issue a refund for a reason which we did not understand or even look into. This same person claiming to be [redacted] used abusive language to my wife. I called this number to inquire why they are calling our home, and pressing hard to sell something we do not need, and why they are calling my wife bad names. This person then used profanity against me on several occasions during my conversation with him. We do not believe this individual's name is actually [redacted] but from east Indian descent as noted by his accent.

Product_Or_Service: Computer Technical Support - None PurchasedDesired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)

We would want for Micro Soft Corporate to look into this call center, and prohibit this abusive and likely fraudulent business practice. This call center should be shut down for business, and the individual should be reprimanded. He expressed significant professionalism, disrespect to me and my wife, and should be terminated from his position.

Review: On 1/21/15 I attempted to contact Microsoft for assistance in resolving an issue with one of there products. I went online and found no help on any of there websites. In searching for a phone number, which they do not give, I was routed to support.microsoft.com. Once there I went through the motions to "chat" online with an adviser. After waiting for an hour with no response I tried again. Another 1:15 and still no adviser. I called 2 different phone numbers that lead me through several ques and finally disconnected the calls. However, you can easily reach someone if call the sales line and want to buy a product. When I did reach someone in sales she said she couldn't help but would connect me by phone to support. I gave her my name and number - she called me - said she would connect me and put me on hold. After waiting on hold for 28 minutes the call suddenly disconnected. I spent over 3 and a half hours trying to reach someone with microsoft and never did. I still have not been able to get the onedrive to work which as a result is holding my personal and business files hostage due to my inability to access them. It is criminal that microsoft is allowed to take over 80% of the market share and as a result they don't have to provide adequate support. As further proof of their unwillingness to do so, they now have their product agreements include a clause banning any class action suits against them. Now they really have no motivation to do whats right.Desired Settlement: I need immediate help in restoring my files and for Microsoft to make a legitimate and measurable change in how they provide service to their clients.

Review: I Purchased A XBOX gift Card At A Microsoft Store In Plaza Americans In San Juan Puerto Rico Last Year August To Purchase Application From The Windows Store, I Redeemed The Gift Card Online Because On My PC The Massage Was The Following Your PC Is Not In The Right Region But I Was Told By The Woman That I Bought The Xbox Card From (" If I Was Not Able To Redeem The Card From The Windows Application On My Laptop To Redeem It Online So I Did, Well I Was Not Able To Purchase Any Application From The Windows Store, So I Called Microsoft And I Was Told That I Had To Add A Payment Method To Use Their Xbox Gift Card On Three Different Occasions That Since I Was In Puerto Rico That I Had To Add A Payment Method, And So I Did Not Want To Add My Personal Credit Card To My Account To Purchase Anything Since The Whole Purpose Of Buying The Gift Card Was To Avoid Using My Credit Card, This Year I Called Yet Again To ask If I bought A Prepaid Credit Card Would That Be Enough To Use As An Added Payment Method To My Account And I Was Told Yes, And So I Added A Prepaid Credit Card To My Microsoft Account, When I Did It Automatically Choose The Region To Puerto Rico, And The Gift Cards Region Is U.S.A As It Is My Spoken Language And The Microsoft Website Does Not Give A Person The Option Of Choosing English As A Spoken Language But At The Same Time Puerto Rico As A Region, So I Have Two Different Account With Microsoft To Purchase Application And I Was Told Today That The Only Way That I Can Purchase Application With The $25 XBOX Gift Card Is If I Take A Trip To A Region In The U.S Because Both Cards Are In Different Regions On One Account, Which Makes No Sense To Me At All, This Has Been Call After Call After Call And This Is The End Results From Microsoft Customer Service , And Now I Am Told To get A Refund I Need To Prove That I Purchased The Xbox Gift Card Which Is On My Microsoft Account, And In Every Call After My Initial Calls I'm Told Lies After Lies.Desired Settlement: I would Love For This Issue To Be Resolved In Some Way,But Microsoft Say This Can Not Be resolved In Any Way, My Microsoft Account Is ([redacted]@outlook.com)And What Makes Matters Worst Is The Fact That They Make It sound Like They Care By Calling The Issue An Escalation which Means Nothing Because It Lead To Nothing .

Review: I purchase office for mac 2011 at [redacted] My computer went through an update and needed to reinstall office. The product purchased has two downloads. I attempted to download, and the email that was associated with this account is no longer used. I sent 4 hours on the phone with microsoft, remote accessing my computer, chat logs, and at the end of it, they tell me there is nothing I can do. I need to repurchase the program. Very rude and aggressive customer service. The hotmail email is unable to be accessed, and they will not allow me to use this product I paid for unless I can use this email. This email is locked and cannot be accessed. Their advice to repurchase a product that I have already paid for and have the right to use, and their inability to help. I would like a new product or refund if this is your companies customer serviceDesired Settlement: New product or refund

Review: We provide a program that is used by the US Government to provide services to verterians. A smartscreen filter has labeled our software as "reported as unsafe". There appears to be no way to report this downloadable program as safe to microsoft. I've tried searching for the group that manages these reports. I've tried creating a report request, but errors in their reporting website makes it impossible to submit a new report. After an hour of signing up for microsoft accounts. Tring multiple ways to report this to them I'm hopeing that you will help.Desired Settlement: If microsoft is going to post software warnings, users should have a simple and understandable way to dispute those warnings that is not conceled from the public. A clear and understandable way to dispute a warning so that errors like ours can be researched and cleared should be required from microsoft. It appears that there may be a way to report a website as safe through the warning, but there is no way to report a downloadable program as safe from the download. Our website is not reported as unsafe, just the download is labeled as such.

Also we would like the unsafe warning removed from our file download ( located at http://vct.vaforvets.va.gov/[redacted] )

Thank you for your help.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/11) */

April 11, 2013

Revdex.com Case #XXXXXXXX

Dear Mr. [redacted],

Microsoft received your complaint from the Revdex.com regarding an error your customers were encountering with downloading software through versions of Internet Explorer 9 and newer. You inquired about the error, and requested that Microsoft resolve the error, as this software is critical to your business.

On April 11, 2013, after escalating your request to Microsoft's Pro Development Support Team, I provided you with information confirming that the reason why the error popped up is because the signature portion of your software was invalid. This communication also included a first step in resolving the issue, and blog posts about the error itself. I received a response from you the same day indicating that this information helped resolve your issue.

At this point, it appears that all your concerns have been addressed; I have forwarded your suggestion to have the support team post this information on the SmartScreen FAQ site. We hope you will continue to be a valued [redacted].

Sincerely,

[redacted] S.

Senior Advocacy Specialist

Microsoft Corporation

Review: In December 2012, I purchased a NEW Dell XPS 8500 I7 computer with Microsoft Windows 8 operating system pre-installed on it. I also purchased a Seagate Backup Plus 2 TB External Hard Drive to backup my files and computer. Windows 8 uses what is called "File History" for backup. When you plug in your external hard drive, Windows 8 should recognize the hard drive and allow you to turn on File History for Backup. Long story short, File History [redacted] NOT recognize the external hard drive and allow you to TURN ON file history.I contacted Dell tech support trying to resolve this issue. The tech remotely tried for approx 1 hour to get file history to operate correctly. Finally,the Dell tech suggested I contact Microsoft support for help resolving this issue. I have learned during the past 4 months there are MANY people who purchased computers with a Windows 8 operating system on it who have the exact same problem I am experiencing. When I did contact Microsoft support, they were willing to remotely try and solve this problem with Windows 8 if I paid them a $99 fee. Not only NO, [redacted] NO!!! I purchased their O.S. and I find Microsoft does not seem to care about FIXING this problem with THEIR OPERATING SYSTEM. If you Google external hard drive not recognized using windows 8, you can see the numerous folks out there who have this problem. Microsoft should either offer to solve this problem at NO COST TO ME or come up with a FIX to this aggravating problem with file history. A note: today, I purchased another Seagate 2TB External Hard Drive just to make sure I did not have an external hard drive problem. The Seagate I purchased today does the exact same thing as the drive I purchased in Jan 2013. If I knew I would have this kind of problem with a brand new computer, I would have spent more money and purchased a MAC. From what I have read, Microsoft IS NOT ATTEMPTING TO RESOLVE THIS ISSUE WITH FILE HISTORY in their Windows 8 operating system. Desired Settlement: I want Microsoft to acknowledge there is a problem with FILE HISTORY in their Windows 8 operating system. I [redacted] not pay Microsoft $99 for tech support on this new computer that is about 5 months old. If Microsoft cannot tell me and ALL the other folks out there that they know of this problem and plan to come up with a FIX, then I plan to make sure customers out there know about Windows 8 problems and the fact Microsoft isn't doing anything about it! I have been using Windows since 2000. It is very disappointing to see Microsoft blow off their customers.

Business

Response:

Business' Initial Response /* (1000, 6, 2013/04/15) */

April 15, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

Microsoft received the complaint that you filed with the Revdex.com on Wednesday, April 10th regarding the backup file history on Windows 8. According the issue description that you provided, the file history on your Windows 8 computer was unable to recognize the external hard drive to allow you to turn on the file history for backup.

Nitin, a Global Escalation Engineer, reached out to you on Thursday, April 11thto assist with this issue. He was able to help you resolve this issue by doing a clean installation of Office on Friday, April 12th.

At this point, it appears that your concerns have been addressed now that your computer is working properly. We hope you [redacted] continue to be a valued [redacted]!

Sincerely,

[redacted] Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Consumer's Final Response /* (-5, 5, 2013/04/13) */

Microsoft has been in contact with me the past few days and has resolved the problem with File History in Windows 8. I was very impressed with the speed Microsoft approached this problem and fixed it as of today 4/13/2013.

I consider this case to be closed and I am very pleased with Microsoft!!

Regards,

[redacted] H [redacted]

Business' Final Response /* (-10, 7, 2013/04/17) */

April 17, 2013

RE: [redacted]

Revdex.com Case # XXXXXXXX

Dear Mr. [redacted],

I wanted to follow up on this one last time to confirm that the additional issues that you experienced with the File History on your computer have been resolved. I am happy to hear that you had a good experience working with our Support Escalations team on this issue!

Sincerely,

[redacted] - Sr. Advocacy Specialist

GetHelp/[redacted] and Partner Advocacy - North America

Microsoft Corporation

Review: I ordered a Surface RT from Microsoft's online store over a week ago. When I never saw the order appear under order status I called microsoft. I ended up calling twice & having a live online chat once. Each time I was given a case number, was told the order was in review but that my order would be personally monitored and a follow up email sent. I never received any emails. Several days ago I noticed a charge of $104.94 on my credit card statement. Sunce my irder total was to be around $600 this made mo sense. I went back to the Microsoft store website and under order status it still said no order was placed. I then used social media for the Surface (@surface on twitter). & finally started getting replies but they advised me to contact storeDesired Settlement: I want my order cancelled, written confirmation if it and my money back. I am very suspicious of phishing activity. An email from an 'escalator' said no chargecwas made as a preauthorization payment failed abd in the next few days the order woukd either go through or be cancelled

Business

Response:

Initial Business Response /* (1000, 5, 2013/08/29) */

August 29, 2013

Reading, PA 19607

RE: Revdex.com Case # XXXXXXXX

Hi [redacted],

Your complaint filed with the Revdex.com, regarding your refund for an amount that was charged to your credit card related to your Surface RT purchase was forwarded to Microsoft and assigned to me on Tuesday, August 20.

Per the Revdex.com process, I am submitting a response through the web site, to provide an update by the August 29 deadline.

I engaged our escalation team to assist on this case - I have found that your previously entered support ticket with Microsoft was still open and work was being completed to work on refunding the amount of $104.94 back onto your credit card.

On Thursday, August 22, our support escalation engineer working on your case sent an email to confirm that a credit of $104.94 was applied to your credit card. As we understand that you have since cancelled that credit card, we are awaiting news from your bank of the rejection of the credit. Once we receive the rejection notification, we will be able to send you a physical check.

I sent a follow up email to you today, August 29 and have set new expectations to follow up with you on Tuesday, September 3 after the Labor Day weekend. I will provide another update to the Revdex.com once the refund has been received and this case has been closed.

Thank you very much.

Sincerely,

Senior Advocacy Specialist

Microsoft Corporation

Final Consumer Response /* (2000, 8, 2013/09/07) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I am still very unhappy with this company and what they put a customer through. However, once the Revdex.com was involved, communication was much improved and action was taken. My money was refunded and my order cancelled. This is the result I was working towards.

Review: I purchased Microsoft Office 365. The package states it is a 1 year subscription for 5 PCs. I installed it on a laptop which my husband took with him on deployment to Afghanistan. I purchased a new laptop and attempted to load Office 365; however, I cannot because I must log into the same Microsoft account used to register the product, but I do not know which account that is since I do not use any Microsoft accounts and Microsoft's "help" on their website is not useful at all!

I have no way to retrieve the account information, their "contact" information merely consists of me having to search for the answer myself on their site which I cannot find. I have the e-mail stating the product was registered in June, but cannot retrieve my account or password. It's bad enough that now Office has to be renewed every year and I believe these tactics are an attempt to force the customer to have to go out and buy the subscription again.

I have a subscription for 4 PCs left and I cannot even use them.Desired Settlement: I want someone from Microsoft to assist me in locating the account information associated with my Office 365 subscription so I can load it onto my new computer or compensate me with a 1 year subscription to Office 365 for 4 more PCs which is what I paid for.

Business

Response:

Initial Business Response /* (1000, 6, 2013/12/26) */

December 26, 2013

Revdex.com Case #XXXXXXXX

Dear [redacted],

Microsoft received your complaint from the Revdex.com regarding the issue you had when trying to install additional copies of Office 365 that you purchased. On December 21, you responded to Microsoft's request for your contact information, saying that you were able to reset your Microsoft Account and successfully install Office 36. I apologize for the inconvenience that this has caused you, but I am happy to hear that you were able to get the issue resolved. Your internal case with Microsoft has been archived at this time.

Thank you for choosing Microsoft!

Sincerely,

Advoacy Manager

Microsoft Customer and Field Advocacy - United States

Final Consumer Response /* (2000, 8, 2014/01/02) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I contacted Microsoft Hotmail Support to discuss the problem I was having with my emaIL ACCCOUNT. aPPARNTLY, my hotmail account was compromised and I was asking their tech support agent [redacted] to adresss my concwerns. He told me someone in [redacted] Africa was using my email acocount and the person was sending spam by using my email account. From the beginning he began to tell me that he had to look into my computer and for me to log into www.logmein.com.

I was not told from the onset that this was a sale but he was tryin g to fix my hotmail issue.

See discussion below from [redacted] at Hotnmail

11:35 AM Connecting...

11:35 AM Connected. A support representative will be with you shortly.

11:35 AM Support session established with [redacted].

11:35 AM [redacted] restarting application as Windows system [redacted]

11:35 AM Checking configuration...

11:35 AM Application running as Windows system [redacted]

11:36 AM Connecting...

11:36 AM Connected. A support representative will be with you shortly.

11:36 AM Support session established with [redacted].

11:36 AM You have granted full permission to [redacted]. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard.

11:36 AM Remote Control started by [redacted].

I was finding out after several discussions that this was a sale not tech supoport from Hotmail. I asked him to cease from taking over my computer and he began to delete all the software he had put on my computer trying to sell their anti virsu trojan protection. I TOLD HOM I HAD vipr eTrojan support and he told me they could not do what they could do to solve the hacking of my email from someone in [redacted] SAfrica?????

I informed him this was turning into a bait and switch sale and that it was illegal he departed quickly from the conversation...I ASKED FOR HIS ID # and address. he disappeared from the phone call.

My resolve was not solved and I'm filing a complaint that this was turning into a con to sell me antivirus trojan software thru hotmail/Microsoft.

Thank you,

[redacted] L.[redacted] Park Drive

Savage, MN. XXXXX

XXX-XXX-XXXX

Desired Settlement: I need them to resolve my email acccount free from any purhase of their anti virus software and that they dissist from using bait and switch tactics to sell their trojan software to hotmail customers.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/05) */

April 5, 2013

[redacted] L. [redacted] Park Drive

Savage, MN XXXXX

RE: Revdex.com Case #XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com (Revdex.com), regarding your issues with your Hotmail account and support, was forwarded to Microsoft on Friday, April 5.

I understand that you contacted Microsoft Hotmail support, but the technician you worked with proceeded to delete programs from your machine and tried to convince you to purchase anti-virus software.

From what you have described, it does not sound like the technician you worked with was a Microsoft employee or representative. Our support personnel do not sell antivirus software, though they may recommend that you use Microsoft Essentials, which is a free antivirus program. That said, I am sorry that you had a less than ideal experience trying to troubleshoot your Hotmail issues, but I am here to help!

There are questions I need answered before I can quickly engage the appropriate escalation specialist to assist you.

Please supply the following information:

1. Is the compromised email address this:[redacted]@hotmail.com? If not, what is it?

2. What is an alternate email address we can send email to?

3. What phone number did you call when you were trying to reach Microsoft Hotmail support?

4. Please provide the support case number, if you were given one.

As soon as I receive this additional information, I will escalate this issue for you. Please respond to this message through the Revdex.com web site, or you can email me at [redacted]@microsoft.com and refer to this Revdex.com Case #XXXXXXXX and that you are working with [redacted].

I look forward to working with you on this issue.

Thank you.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

Review: I purchased an [redacted] laptop: [redacted] ASXXXX-XXXX on 4/29/2012 from Microsoft Online Store (order #: XXXXXXXXXX). Immediately upon receipt, I noticed something is not right with the keyboard as the cursor randomly jumps to different positions in a text editor, web browser, and any other location that requires input via typing. I originally ignored the problem, thinking a future software update would resolve the issue. My assumption was wrong, however, as no update ever resolved this problem. I then contacted [redacted] a couple months ago for a warranty complaint and sent the laptop to them for repair. They replaced the HARD DRIVE, updated the BIOS, and re-installed a new operating system. This, however, did not resolve the Keyboard typing issue with the cursor randomly jumping around while typing. I called [redacted] again and they had me resend the laptop to them. However, this time, they sent it back without making any repairs. They are refusing to either fix the problem or replace the computer with a newer one that does not have this keyboard problem.

I then contacted Microsoft Tech Support and after being bounced through six different departments and 65+ minutes on the phone, I was informed this unit has a known issue with the Keyboard and they have received over 90,000 complaints already. However, they refused to fix the problem, exchange the computer for a new / non-defective unit, or issue a full refund for the defective laptop they sent me. Desired Settlement: Exchange for a new unit or a return for a full refund.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/25) */

April 25th, 2013

[redacted] Cir

[redacted], WI XXXXX

RE: Revdex.com Case# XXXXXXXX

Dear Mr. [redacted],

A copy of your report filed with the Revdex.com of Alaska, Oregon, and Western Washington regarding your [redacted] laptop ASXXXX-XXXX refund, repair or replacement request was recently forwarded to Microsoft.

I understand you purchased an [redacted] laptop from Microsoft Online Store on 4/29/2012 (order #: XXXXXXXXXX). You have experienced keyboard issues and have contacted [redacted] Hardware Support for help. [redacted] subsequently updated the Bios, re-installed the Operating System, and replaced the Laptop's hard drive. Nonetheless, the issue continued and you contacted Microsoft support to have the laptop refunded, repaired, or replaced.

Microsoft return and exchange policy for laptops states that a return or exchange request will be honored for thirty (30) days from the date of purchase, provided the item has not been opened or altered from its original state and does not show wear or damage. As your laptop was purchased on 4/29/2012, and subsequently altered from its original state when sent to [redacted] hardware support, Microsoft cannot exchange or return it. For details about our policy, please visit: http://www.microsoftstore.com/return_policy. In regards to your repair request, the laptop manufacturer owns the hardware warranty and is responsible for all repairs to it.

Following the above, I regret to inform you that there is no recourse Microsoft can provide you for your situation. We will proceed to archive your case and close the matter.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

cc: [redacted] Revdex.com of Alaska, Oregon and Western Washington

Consumer's Final Response /* (3000, 7, 2013/04/29) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The laptop Microsoft sold to me was a lemon, and as with most cases of lemon products, the issue is not noticed until after a certain number of days, as in my case. It does not matter what Microsoft's policy is as the policy means nothing in situations like these. And, as a matter of fact, Wisconsin has an implied warranty on all items sold in Wisconsin and for electronic items, the law states that the product must function as advertised for at least 4 years, unless the item is specified as being "sold as is", written explicitly at the time of purchase. I did not see any "sold as is" notice and therefore, Wisconsin's implied warranty Law supercedes any company policy Microsoft has. Therefore, Microsoft must provide a replacement or a full refund. A lawsuit will follow if Microsoft does not resolve this problem. The solution will be cheaper for Microsoft than to send their lawyers to court anyway, but I will definitely proceed with legal action a replacement or refund is not provided.

Business' Final Response /* (4000, 13, 2013/05/23) */

May 21, 2013

[redacted] Cir

[redacted], WI XXXXX

RE: Revdex.com Case# XXXXXXXX

Dear Mr. [redacted],

I understand you are experiencing difficulties with your [redacted] laptop, and I would like to offer that our Escalation team work with you to investigate your laptop issues. Please let me know if this works for you, and I will arrange for a member of the team to contact you within two (2) business days.

In response to your request for refund or replacement, because your [redacted] laptop was purchased through the Microsoft Online Store (order ID XXXXXXXXXX) on 4/29/12, our use and sale policy does apply. As such, we cannot replace or refund your order as specified in Microsoft Store's Return and Warranty terms (http://www.microsoftstore.com/store/msusa/en_US/DisplayTermsOfUseAndSalePage/Th...⇄ Furthermore, Microsoft cannot speak on the details of Wisconsin State Law regarding warranty coverage for electronic items sold.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA XXXXX

cc: [redacted] Revdex.com of Alaska, Oregon and Western Washington

Review: [redacted] hosts my website and was notified to contact [redacted] about a problem with information posted when my website is searched. I used ww.[redacted].com/webmaster/tools/content-removal to request outdated cache removal. The site information with wrong cache was changed around December 20, 2013. I contacted [redacted] at above site over a week ago. The information has not been cashed and this is impacting my branding. Desired Settlement: Please remove outdated cache for my website. I want to have updated website information posted once someone searches for my site. I want the updated information posted in the search response, please.

Thank you.

Review: Purchased a Surface tablet 5 months ago from the online Microsoft store. The screen splintered and cracked when we picked it up the other night. It was not an accident and it was not dropped. This cracking has rendered the tablet useless.It is a known issue as I read on the Microsoft forum. They are not willing to help at all or replace the tablet. They want to charge me $20 over what I originally paid.Desired Settlement: Very simple. I want the tablet replaced for free. It is only 5 months old.

Review: My Microsoft email account '[redacted]@hotmail.com' has been blocked (cannot access or sign in) by Microsoft, according to their online messages, due to suspected hacker activity. Numerous attempts I have made to recover the account online have failed. I sent the letter below to the Microsoft CEO, and received NO response. I need to have my account unblocked.

[redacted] XXXXX-XXXX

Feb. 14, 2014

Microsoft Corp.

Redmond, WA XXXXX

Dear Mr. [redacted]:

I am writing to you as a last resort. I know your time is valuable, and you have many more important things to deal with other than customer problems. Unfortunately, I have exhausted every other alternative with absolutely no success, becoming increasingly frustrated with this situation as time goes on.

Over a month ago, I found that access to my Hotmail account ([redacted]@hotmail.com) had been blocked by Microsoft, apparently due to suspected hacking. Since that time, I have expended countless hours of my own time trying to remedy this situation, including:

- Submitting two (2) Support Requests [redacted] XXXXXXXXXX) for assistance

- Working through three (3), prolonged, totally unsuccessful, online CHAT sessions with your support team, during which two (2) Escalation Support Requests [redacted] XXXXXXXXXX) were submitted

- Making numerous attempts to submit the Microsoft Online Account Authorization form, which were rejected each and ever time by your automated system

I could find no contact information anywhere on your website directing me to a real, live support representative. During the chat sessions I requested that someone call me about this issue. I also offered to provide any reasonable documentation to prove my identity as the "true" owner of the above email account. I requested that a code/password to unblock the account be mailed to me at the above address (which should match the address you have on file for my email account). I also provided my home address and both my home and cell phone numbers [redacted] home - XXX-XXX-XXXX, cell).

As of this writing, the four (4) Support Requests for this issue are still sitting there in your queue with 'Open' Status. I have received nothing in the mail, no one has called me, and my account is still blocked.

This total lack of support and concern is unbelievable. I have irreplaceable information, documents, and photos stored in my hotmail account. I also have no way to identify all my contacts in the address book. There must be innumerable emails sitting in my inbox from people/businesses that can't understand why I'm not communicating back. My banks and other business accounts all use this email to deliver important communications and paperless statements.

I need to get what should have been a simple problem resolved. Please do anything in your power to help me with my predicament. At this point I feel totally helpless and completely deserted by Microsoft, from which I expected much, much better user support and problem resolution.

I appreciate your assistance and support in unblocking my email account.

Sincerely,

[redacted]

Desired Settlement: I need to have access restored to my blocked email account. I have irreplaceable information, including family photos store in my email folders.

Review: So, I am currently moving to the Bay Area. I live more specifically in Walla Walla. I was told about the website from a friend. My Surface Type Keyboard has not been working since February so in late March I drove to Seattle get it replaced. They refused to replace the device. The keyboard was under warranty at the time; this is no longer the case. As a result, I have scentless countless hours on the phone asking for a replacement. It has been a waste of time and very disappointing. Desired Settlement: A replacement for a Surface Type Cover 2 with backlighting for all the trouble this has caused me. The warranty website after all is asking that I pay $120, which is essentially the price of a brand new type cover. Seattle is not close to Walla Walla, and it took me a lot of time to go there only to be denied the claim. I look forward to being able to use my Surface keyboard again.

Review: I bought an Surface tablet on 3/22/2014 and somehow it didn't work for me. So, I raised the refund request on 04/20/2014 and they have received the product on 04/24/XXXX X:XX A.M.

I have sent the tablet and the screen protector with same shipping label in one box. I have opened a case on 7th of May 2014.

Following are the details on my case.

Order number: XXXXXXXXXX

Amount charged to me: USD $ 380.54 ($10.60 on 3/24/2014 and $369.94 on 4/29/2014)

Case number raised on May 7th XXXX: XXXXXXXXXX

Another Case number:XXXXXXXXXX, XXX XXX XXXX

Tracking label for refund: 1Z8W36FXXXXXXXXXXX

Product received by Microsoft: 04/24/XXXX X:XX A.M

After more than 5 times calling to help desk and six calls and messages to Mr. [redacted] they have refunded only $10.60 today and not the entire tablet amount of $380. Case is pending with one gentle man named Mr. [redacted] who never responded my calls or emails.

Help desk is also not able to reach Mr. [redacted] to get a conformation on the refund amount. Helpdesk declined to put the conversation to an email.

I have high regards for Microsoft but in this particular case it looks like I am ending up with frustration for a simple refund.

I am highly frustrated and don't know what to do. Pls suggest.Desired Settlement: I want my entire amount that is USD $ 380.54 to be refunded