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Microsoft Complaint - Updating from Windows 7 to Windows 10 - Windows 7/Windows 10
Microsoft Complaint

Microsoft Complaint


Updating from Windows 7 to Windows 10 - Windows 7/Windows 10

Today is 8/23/2015 and I have been trying to install Windows 10 on my machine since it came out (7/29/2015). The first day it released I called their "Level 1" Customer Service and they logged in to my computer to try and see what the issue was. After 8 hours on the phone with them, yes 8 hours...my computer started to "blue screen of death" randomly as they were changing things. Since the first day I have spent over 24 hours on the phone with Microsoft trying to get it fixed. I have been escalated to "level 2" and had a grand total of about 6 different agents logged in to my computer. During this process we have had to do a fresh install of Windows 7 and we have tried to install Windows 10 over a dozen times. The best part, Windows 7 worked perfectly fine on my computer before they started "helping". Now I can't even get Windows 7 to install updates. I have never had these issues in the past.

My last interaction with their help desk involved an individual calling me back (finally) and basically asking me to start over with my explanation. He hadn't taken the time to read the last 3 weeks of notes on the account. I immediately asked to speak to his supervisor. He and his supervisor tried to explain to me that it was a "hardware" issue. I simple explained that my computer had zero issues before they had logged in to it. They first tried to tell me that my motherboard did not have Windows 10 drivers available yet, so before I allowed them to log in to my computer I went to my motherboard's website (Gigabyte) and had the driver download page on my screen. As soon as he was able to see my screen I showed him that Windows 10 drivers were released over 1 month before Windows 10 was released. He then claimed it was my harddrive. I knew at this point they were grasping at straws. I knew it was not hardware, so I asked them..."Is it possible for y'all to damage my hardware while logged in?" Again, I knew the answer, and I was given a canned response, "Sir I would like to take this opportunity to inform you that we are unable to damage your hardware while logged in to your computer." I agreed, and explained, it can't be hardware then...because the issues didn't exist before their "help". The supervisor asked me if I have give them 24 hours to resolve the issue and they would call me back tomorrow (8/21/2015). Well here we are 8/23/2015 and I never received a call. I explained to him that, yes, you could call tomorrow, but I had better receive a call because it was my sister-in-laws birthday dinner and I would have to leave early to be available from 9 pm - 12 pm. So not only did I rush home from dinner, I sat there for 3 hours and never got the call. I have never experienced such terrible customer service in my entire life.

The easy excuse would be, "they are outsourced so it's a language barrier". That might play a small part, but the kicker is, I am an international trainer for a mortgage company. I regularly travel to places in India and the Philippines to train agents, so I know better customer service is possible.

At this point I have had agents lie to me about call backs, try and trick me into believing it's a hardware issue, and generally just messed up my computer. I am at a loss for words. Microsoft, a company that has been around for decades, has still not figured out how to support their customers?

This has been the worst experience Customer Service experience of my life. I guess the silver lining is I now have a really good example of what NOT to do when I am training agents next new hire class.

I just realized that I am having a hard time submitting this review because I am stuck using Internet Explorer 8...thank you Microsoft. I just had to install Google Chrome, and restart my computer to submit this.

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