March 30th, 2010
Dear Microsoft,
I haven't even had IE8 installed for 20 minutes and already I am seeing a lot of bugs (I have Vista). For instance, new windows and new tabs do nothing! When I open a link in a new tab, the tab appears, but all it says is 'Connecting'. Furthermore, if I try opening a link in a new window, my windows firewall prevents the 'pop up' window. Even when I temporarily allow pop-ups, the window will not appear. I couldn't even use the 'Ask Casey’ function on your website due to this error.
Also, I noticed that now my folder options are completely screwed up, no matter what options I choose, my folders will always open up in new windows, not the same. This is a huge frustration and annoyance! I shouldn't have to immediately search online for complex solutions to the most simple of errors as soon as I upgrade anything Microsoft!
Overall, this is completely ridiculous. I did a simply search for problems with IE8 and got over 5,000,000 results! You are a professional software company, supposedly offering high-quality upgrades that are functional. This is clearly not the case.
I have been using Firefox recently, which is a not-for-profit company, and they excel in everything that IE fails at. No wonder more and more users are switching over if Microsoft continues to disappoint and cause problems. There is no excuse! I shouldn't be spending my valuable time online looking for solutions, let alone even be writing this email! I even feel insulted spending money on Microsoft computers, operating systems and software when Microsoft does not put any effort into its products, simply rushing them out to keep ‘up with the times’ and take as much of my money as possible. I wouldn’t be writing this email if this was the first instance.
I expect a speedy response and a simple and quick solution to my folders option error.
Sincerely,
Terry
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March 30th, 2010
Hello Terry,
Thank you for contacting Microsoft Customer Service.
I truly apologize that you are not satisfied with your experience with Microsoft. I am forwarding your message to the appropriate group for further follow up.
Your feedback is very important to us. Microsoft is committed to customer satisfaction, and it is only with the help of our valued customers that we can achieve this goal.
Please let me know if there is anything else I can do for you relating to this case.
Your feedback is very important to us. Microsoft is committed to customer satisfaction, and it is only with the help of our valued customers that we can achieve this goal.
Please let me know if there is anything else I can do for you relating to this case.
Thank you,
Herbert
Microsoft Customer Service Representative
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April 13th, 2010
Hi,
I am writing once again to point out the terrible experience I have been having with IE8 and also the lack of diligence on Microsoft's behalf to answer my concern.
I received a response to my original message two weeks ago that was promised 'further follow up'. I do not believe any further follow up was pursued to the least bit. Since the response, I have noticed that my IE8 browser now correctly displays pop-up windows, new pages, new tabs and the problem with my computer’s folders are fixed. However, I never got any notification stating ‘the glitches with IE8 are fixed, here’s a list of past problems you may have experienced…’ Two weeks is clearly sufficient time to at least send a notification as to whether the problems I experienced with IE were looked into.
Furthermore, in the response I received, it stated that Microsoft “is committed to customer satisfaction.” Really? I specifically asked in my concern for a response with a simple solution, and I have not received any notice on anything. If not following through with customer’s concerns is what Microsoft considers adequate courtesy, then I do not know what to say. Also, at first, I really thought that my concern was important because the response email stated, ‘I truly apologize..’, but now I see that was a very hollow statement.
I feel as though Microsoft has left me in the dark over my concerns, hoping that I would either forget or choose not to pursue them further. Since I am left in the dark, I can choose to believe whatever I want to believe about what happens to my enquiries. For all I know, I received an automated computer message and no one ever looked into my email.
Furthermore, IE8 is still extremely glitchy. It is much slower than my Firefox browser. Also, I have noticed that most of the time, if I have more than two tabs loading at once, IE8 will cease to respond, requiring me to end the operation and start over again. These reasons have forced me to use IE less and less since I upgraded to IE8, instead using Firefox (which I have not had any problems with yet). I cannot figure out why Microsoft is not aware of, or trying to fix these issues, seeming as this is a competitive market and it seems that IE is going downhill.
Being a lifetime supporter of PCs, I have spent literally thousands of dollars on Microsoft products and because Microsoft seems to be losing edge and clearly does not even have the decency to follow up to my concerns in a timely manner, I do not believe there is any value for me to spend any more. I am hoping that there is still some reason to convince me otherwise.
Sincerely,
Terry
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April 13th, 2010
Hello Terry,
Thank you for contacting Microsoft Customer Service.
I understand that you have terrible issues with your Internet Explorer on your Windows Vista operating system. I can understand that must make you feel upset and I can understand how you feel. We will work toward fixing this situation for you.
As a Customer Service Representative, I am here to provide you the links and support options that may be able to help you resolve your issue.
Terry, to obtain support here are the steps on how you can navigate through our Online Assisted Support Option site:
Note: Please be informed that you need to select the exact version of Internet Explorer that you’re using to obtain support.
You may also post your issue in Microsoft Answers for Windows, Security Essentials and Windows Live:
And also, post your issue in the Microsoft newsgroups for Internet Explore users. For information on how to use the Microsoft newsgroups, please visit the following URL: http://www.microsoft.com/windows/ie/dgbrowser/en-us/default.mspx
In addition to that, you may search the Product Solution Center or the Knowledge Base of self-help articles to resolve your issue:
· Click on this link: http://support.microsoft.com/select/defaultaspx?target=hub&c1=503&
· Please select among the choices below where you are having issues
· After you click it and after getting in, please select an issue that you’ve been encountering.
Furthermore, if the Microsoft software came from your computer manufacturer, they are your primary option for support:
http://support.microsoft.com/defaultaspx?pr=oemphone
http://support.microsoft.com/defaultaspx?pr=oemphone
You can also call our Technical Support Team through 800-936-5700. Business hours are Monday - Friday, 5:00 AM - 9:00 PM Pacific Time and Saturday and Sunday, 6:00 AM - 3:00 PM Pacific Time.
If you still have other concern, please feel free to write back.
Thank you,
Cindy
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April 23, 2010
So basically I'm being told that:
A.) no one really cares about my concerns, because I keep hearing 'sorry, sorry, sorry' but no one has acknowledged any of the specific problems that I've experienced.
B.) Microsoft's Customer Service is useless since it is only 'here to provide [me] with links and support options' instead of actually looking at what problems I had, and finding out how to solve them for me. I don't believe it is MY job to seek out solutions to Microsoft's mistakes. I already initiated my concerns with IE8, and now I am being told to do the same thing again. My concern SHOULD have been forwarded through the tech department, someone with knowledge on my issues SHOULD have looked into the problems and then written me back on how to solve them. None of this happened, instead we played e-mail tag and got nowhere.
D.) If I want help on Microsoft's mistakes, I have to do it myself.
In conclusion, as a completely frustrated customer, I am now a proud Firefox user and also am looking into Apple options for computer hardware and software.
Note: The latest response I got from Cindy was the most polite/personalized response yet, so thank you.
-Terry
A.) no one really cares about my concerns, because I keep hearing 'sorry, sorry, sorry' but no one has acknowledged any of the specific problems that I've experienced.
B.) Microsoft's Customer Service is useless since it is only 'here to provide [me] with links and support options' instead of actually looking at what problems I had, and finding out how to solve them for me. I don't believe it is MY job to seek out solutions to Microsoft's mistakes. I already initiated my concerns with IE8, and now I am being told to do the same thing again. My concern SHOULD have been forwarded through the tech department, someone with knowledge on my issues SHOULD have looked into the problems and then written me back on how to solve them. None of this happened, instead we played e-mail tag and got nowhere.
D.) If I want help on Microsoft's mistakes, I have to do it myself.
In conclusion, as a completely frustrated customer, I am now a proud Firefox user and also am looking into Apple options for computer hardware and software.
Note: The latest response I got from Cindy was the most polite/personalized response yet, so thank you.
-Terry
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April 24th, 2010
Hello,
Thank you for contacting Microsoft Customer Service.
I apologize that you are not satisfied with your experience with Microsoft.
Your feedback is very important to us. Microsoft is committed to customer satisfaction, and it is only with the help of our valued customers that we can achieve this goal.
Please let me know if there is anything else I can do for you relating to this case.
Thank you,
Mary Anne
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April 24th, 2010
Hi Maureen,
I would just like to let you know that I find a recent response from Mary Ann extremely insulting. Her response only further reinforces my opinion that Microsoft could not care less about its customers and also that Mary Ann did not read anything about my concerns or responses when she wrote me.
I highly question why Microsoft even has customer service when I am treated with such ignorance and why I am getting responses such as the one from Mary Ann.
I expect you, as a Manager to take action on this situation, but then again, nothing has been done over my concerns over the past weeks, so I guess I really shouldn't expect anything.
Terry
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April 24th, 2010
Hello Terry,
Thank you for contacting Microsoft Customer Service.
My sincerest apologies for the inconvenience you experienced regarding Internet Explorer as well as Mary Anne’s reply over your concern.
If you are still interested to pursue this complaint, please use the Manager Feedback form at this link for proper escalation: https://support.microsoft.com/contactus/emailcontact.aspx?scid=sw;en;1645&WS=managermail
Rest assured that this issue will be dealt at and will present Mary Anne the justly corrective action she deserves.
Thank you,
Sherry
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OUTCOME: I give up, Microsoft wins
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