Saturday, 14 May 2016 19:23

Losing and Winning with Microsoft Windows 10 Featured

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If you're civil and insistent, Microsoft will help you remove Windows 10. They'll also pay for your inconvenience.

Recently, a New Zealand-based reader forward a letter he was planning to send to Microsoft complaining about the forced delivery of Windows 10 to his computer. We were interested to see Microsoft's response.

Firstly, the letter (all names and addresses redacted, of course)...

[iTWire reader's address]

The Manager
Microsoft (NZ) Ltd
PO Box 8070
Symonds Street
Auckland

Dear Sir/Madam

Over the last few months I have been bombarded with requests to upgrade to Windows 10, every time I have said no.

Recently I received an alert from my ISP to say that my usage was just about to exceed my limit, which is 5G. When I checked found that two days before 4.3G had been used. Neither my wife or myself had been on the web so could not explain it.

A few days later found that Win 10 was trying to down load and the only way I could stop it was to turn my WIFI off. In the meantime I was only turning WIFI on when I needed to use the web.

A few days later I had to go out suddenly and forgot to turn the WIFI off. On my return found Win 10 had been downloaded and I was unable to use my computer till I had installed it.

I wish to complain about these unauthorised downloads and my extra cost due to the several times the programme tried to install it’s self on my computer, I consider this theft of my bandwidth.

It also took me some time to find out how to turn the computer off.

As I am 84 I do not want to learn a new programme. Would you please tell me how to remove Win 10, as I do not like it or need it.

Also I wish to claim $15-00 for my ISP costs.

Yours faithfully

[iTWire reader's name]

All quite reasonable. An older gentleman who maintained a low-GB ISP account had been swamped with the forced download of Windows 10. An upgrade he clearly neither wanted nor needed.

We all sat back waiting for Microsoft to ignore the complaint entirely.

We were wrong.


The letter was posted in Wellington on Monday, May 10, to Microsoft in Auckland. Late on Wednesday, our reader received an email asking for a telephone number.

Contact was quickly made and a very friendly support technician guided the reader through the process of removing all traces of Windows 10 and ensuring it would not reappear. The technician also promised the requested $15 payment along with a small additional amount for the inconvenience, although he suggested that it might take a couple of months (oh, the joys of finance in large corporates!).

Our reader was both surprised and happy that his hoped-for outcome was achieved.

Our reader was quick to observe that "Microsoft seems to have changed its customer service. The chap I dealt with was very good and the time it would take did not matter. From his first call to last was about 3½ hrs over about 4 or 5 calls."

Once the resolution was completed, the Microsoft technician was good enough to send a final confirmation email.

Service Request [xxxx]

Hi <Reader>,

This is <Technician> with Microsoft Global Escalation Services. It was my pleasure to work with you on your Microsoft Support case.

Based on our last conversation it appears that this case is resolved and ready to be archived. If this is not correct or if you are not very satisfied with the support we’ve provided please let us know as soon as possible. My goal is to ensure that your experience with Microsoft support leaves you very satisfied with our products and services.

I will be archiving this case.

Regards,
<Technician>

Support Escalation Engineer
Global Escalation Services
Technical and UR T3

Great big brickbats for Microsoft’s high-handed approach in foisting Windows 10 upon hundreds of millions of users; however, an equal quantity of bouquets for a speedy resolution in this particular instance.


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David Heath

David Heath has had a long and varied career in the IT industry having worked as a Pre-sales Network Engineer (remember Novell NetWare?), General Manager of IT&T for the TV Shopping Network, as a Technical manager in the Biometrics industry, and as a Technical Trainer and Instructional Designer in the industrial control sector. In all aspects, security has been a driving focus. Throughout his career, David has sought to inform and educate people and has done that through his writings and in more formal educational environments.

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