How do I make a formal complaint to Microsoft?

I've had fairly severe issues since the January 2018 update of Win 10. I am based in Europe.

I dealt with your tech support for two days, and over three occasions had my service chat terminated (usually after a reboot, but once when the tech "went to check something"). Despite the fact that my issue was unresolved, and the technicians had a call-back number, no further effort to resolve the situation was made, and I've gotten e-mails indicating that the problem was resolved to my satisfaction. This was infuriating - as the issues still remained, and I did not understand why the tickets were being closed and had to be reopened by me later.

On January 20, the issue behind this became clear. While the technician was in control of my system using LogMeIn, they ended the web-page chat, which prompted a "review our service" page. They then ranked themselves 5 stars, "issue resolved in one session", and then closed the page. 

When I challenged the technician on this, he said that he had closed the chat because it had "become idle".

I have several issues with this:

  • First, using LogMeIn to impersonate me in this way is identity theft, and fraud
  • Second, as long as your technicians are using these tactics to review themselves and close the tickets, my issue remains unresolved, and I become a very angry customer. 

I need to speak to someone on this issue. However, most importantly, I need the issues I have been spending days trying to resolve actually satisfactorily concluded. 

I've looked for contact details for a complaints department, but it does not appear to exist. The number I found only gives the option to speak to technical support or sales. 

* Moved from Windows 10/Security

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Answer
Answer

Hi,

We don't work for Microsoft.

We are mainly volunteers here, who give other users free advice in our own free time.

If you wish to make a complaint:

The only way to do this is to contact your Local Microsoft Office by phone or letter with all the details, including Case Number if you have it.

"Microsoft office locations around the world"

https://www.microsoft.com/en-us/worldwide.aspx

"Global Customer Service phone numbers"

https://support.microsoft.com/en-au/help/13948/global-customer-service-phone-numbers

And a lot of the Support links are not for what you want, as they go to outsourced Support Contractors who can provide no assistance for your problem; namely a complaint to Microsoft.

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You are always welcome to post your computer problems here, as there is no cost for any assistance that you receive from here.

If you wish to post a question/thread about a computer hardware/software problem here, choose the correct Forum to do so in from this link:

http://answers.microsoft.com/en-us

"Suggestions for asking a question on help forums"

http://support.microsoft.com/kb/555375/en-us

Regards.

___________________________________________________

Bill Smithers - Microsoft MVP July 2013 - Dec 2020

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Last updated February 13, 2021 Views 1,734 Applies to: