Microsoft is a major technology company that sells software, electronics and computers around the world. As one of the largest companies in the world, it isn't surprising that its tech support department gets a lot of calls every day.
Customers call Microsoft tech support for a range of reasons, including:
Microsoft prefers it when customers begin their support requests through the Microsoft website. Once on the "Contact Us" page, you will be presented with a menu of products and services.
Click on the icon that represents your product or service category and you'll be offered a dialog box and asked to type in your problem or question. From there, you'll be given some self-help suggestions and the offer of getting in touch with Microsoft via a telephone callback or live chat.
When requesting a callback from Microsoft, be sure that you have information about your product or service handy. This information could include your order number or the serial number for your product. You should also have pen and paper available so that you can take notes during your call. These notes can be helpful if you need to escalate your case.
There appears to be a range of opinions on the efficacy of Microsoft tech support. In many cases, it appears as though tech support representatives are pretty good at resolving technical problems and issues. Where they sometimes fall down on the job is dealing with problems with subscriptions, billing and appropriate responses to complex customer problems.
Some customers report that their cases are simply ignored by Microsoft, which can be incredibly frustrating. Third-party consumer advocates have reported that even their efforts have failed when trying to deal with a serious breach of customer service etiquette on the part of Microsoft tech support.
Microsoft tech support can assist with most consumer issues, including answering questions about setting up products and services, updating products and services and operating them correctly.
In addition, tech support can run diagnostics on systems and software and let consumers know whether they are going to have to return an item or send to an authorized repair center.
Microsoft customer service can also help with issues regarding the purchase of products and services, including subscriptions to the company's software products.
Some issues may require the physical return of equipment, something that can be arranged over the phone, but it will require the customer to take action either through shipping a machine to the company or bringing it to a retailer or repair center.
In situations where a customer appears to be truly confused about the operation of a product or service, Microsoft tech support may have to instruct a caller to receive personal instruction at a retailer.
If you hang up the phone after a Microsoft tech support call and feel like you didn't accomplish what you needed to, don't fret. You still have options.
First, review any notes that you took during your call. If you opted to not take notes, consider writing down what you remember from your conversation with tech support. This information can be useful when getting back in touch.
Next, call Microsoft back. Explain to the tech support representative what happened during your first call and what you'd like as a resolution in this call. This rep may be better trained or have more experience and can actually help you.
If you don't have any luck during a second call, try getting in touch via Microsoft's live chat option or through its social media accounts. The advantage of both these methods is that you'll have a transcript of the communication. If you have to take your complaint up the corporate ladder or to a third-party, this transcript can show what the tech support person did or did not say during your conversation.
Another option is to ask for help on Microsoft's customer forums. In some cases, you may be able to get a resolution to your issue by talking with others who also use the same product or service.