Rob Williams

Review of Microsoft Corp. (Redmond)

Today I contacted your office to discuss an issue ...

Today I contacted your office to discuss an issue I have had with my account for the past few days. The first issue I have is the maze that your web site creates when trying to find out what to do to solve an issue. Nothing is straight forward and user friendly, far from user friendly in fact. Then when I could not solve the issue from your web site I needed to contact your office by phone or email which I could not do because I could not find an email address or phone number on your web site. I had to do a google search to find a phone number. Then when I called the number the options seem to go on for ever and not one option regarding account hacking/compromise considering it seems to be a big issue regarding user accounts. When I did manage to make my way through the options on probably my third or fourth attempt the person I spoke to seem to think that nothing was wrong with my account even though I was telling her that I could not login because the login portal was stating my account did not exist. I suggested cancelling the whole account including my subscription and starting a fresh because I was fully aware that this was a hack and she wasn't. The customer service then said that she does not attend to that and proceeded to put me through to a department that was closed. At this point I was really annoyed after spending the whole weekend trying to sort this issue out. I then had to make another couple of calls before I got through to someone whom Identified an issue through my outlook email address which I do not use. She then sent me two links to recover my accounts on an alternative email address which took her less than 10 minutes to identify and then send the links. I am still awaiting feedback on my account and really finding it difficult to justify what I am paying for each year when it seems that paying customers I treated like a piece of meat. This whole saga was extremely distressing and I can't help wonder that someone like me whom knows a bit about computers found this so difficult what would someone whom knows very little have to go through to get a good standard of customer service. I hope going forward that Microsoft takes on board these comments and strives to improve customer service for the benefit of all those individuals and businesses that use Microsoft products.