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The issue in GetHuman-radiojoa's own words
January *, ******Tech Support Supervisor:**The letter below was sent on October **, ****. No reply from Microsoft. My computer has not worked correctly since your customer support person screwed it up. Details below. I’m going to have to purchase a new laptop now. This one is permanently damaged due to your tech’s incompetence. I want Microsoft to take responsibility for this ***** up and help me out here!!!**October **, *****Microsoft*One Microsoft Way*Redmond, WA *****-*****Attn: Tech Support Supervisor*Case * ***********Dear Sir or Madam,**On Sunday, October *th, I was getting an error message on my HP laptop that said that a password had changed, and I needed to sync it across all my devices. I clicked on the box and another box came up saying that I had to log into account.live.com which I did. That took me to a page of instructions, none of which I could find that addressed this issue. So, I went online to “Chat” with a tech agent.**I was turned over to a live agent, who remotely accessed my laptop. I showed her the error message, the subsequent box, and where the link took me and asked: “what next?” She took over my laptop, made some changes and hit “Restart”. That was the beginning of a real mess!**After * or * different tech agents on Sunday, no one was able to fix my laptop. It would not reboot. I was then told by tech agent * or * that I had to go to another Windows PC, download a fix onto a flash drive, and reboot my laptop with that. **I went to a neighbor’s house, borrowed his PC and spent the next two hours downloading the “fix” with help from your tech agent. When I got home, the tech agent continued to instruct me on how to boot up my laptop….it did not work. On Monday, I was told to do a System Restore by two different tech agents. They didn’t work either. **To make a very long story short, by the time I got to tech agent number **, I had been told that: *) I would lose all my documents and photos, *) I needed to take my laptop to a Microsoft store (the closest one is a *-hour drive away), *) I needed to do a complete PC reset. *) They didn’t know what was wrong* why it wouldn’t reboot.**In the meantime, I had already lost * hours of work (I’m retired but work from home translating and transcribing). I finally gave up after tech agent number **, who insisted I had to take my laptop *-hours away to a Microsoft store, and I took my laptop to a computer repair store here on Marco Island.**These people were able to save all my documents, pictures and apps on another hard drive. For the next two days, they were unable to reboot my laptop. Finally, on Wednesday, October **th, after working on my laptop for * days, they were able to do a PC reset, reboot the computer, manually reinstall all my programs, transfer all my data, apps, documents and photos, and set up my laptop again. I was able to retrieve it on Thursday, Oct. **th.**I lost ** hours of work for a total of $***.** lost income plus it cost me $***.** to get the laptop up and working again. I have enclosed the invoice from Gulf Coast Computers.**Considering that tech agent number * totally screwed up my laptop and the next ** Microsoft tech agents could not fix it, I’d like some financial reimbursement for this mess. I’ve lost a total of $***.** over this simple error message. And, frankly, I’m pissed!**What can you do about it?**Sincerely,**Joan Gerberding**** Diplomat Court*Marco Island, Fl. *********-***-*****R*****@***.com
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