Lazysupper

Koenji, the world and elsewhere


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Honest criticism does not meet Microsoft’s guidelines

I took time to write an honest review of Microsoft’s Assure Software Support Plan. Which I stupidly bought. And am now paying the price for my stupidity. On the Microsoft Store website I left a One-Star review. It was without profanity, without name-calling, without lies. Unless “smug” hurt their feelings. It was simply an explanation of my dissatisfaction. So other consumers could make informed decisions before purchasing (or not).

Unsurprisingly, it did not pass the Microsoft Censors. But they ended their email with an exclamation point and an inspiring “you’ll get ’em next time, slugger!

The Pitch

They’re available online to provide your service 24/7 throughout the US, whenever it works best for you.

The Scam

You get in line with everybody else (ie: free support).

Microsoft Store - Answer Tech Chat Page(1)

The Review

I bought this a couple months ago for advanced support with a “Level 2 Tech”. I scheduled a call for the next morning (they require a 2-hour window). The two hours came and went. Nobody called. I tried phoned them. Nobody available. Scheduled another call. Some smug unhelpful guy called me a day later. Ended up resolving issue on my own. Had a second problem last week. Waited in queue (it’s the same queue as everybody waits in, not a priority service queue) for 8 hours. So much for a Tech Support at my service 24/7. Finally scheduled a call for the next morning between 8-10am. The 2 hours came and went. No call. I emailed, tweeted and phoned. Someone finally phoned at half past midnight! The worst Customer Support I’ve experienced. Made even worse by paying for it.

The Reply

Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!

MS is full of BS.

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