"Dear Mr. Andrei,
The customer service representatives that tried to give me service were unaccommodating. I was transferred three times & I had to give my name & e-mail on each time. On the third time, I explained to the representative what my issues was, "I was BILLED twice for the product I downloaded." The representative replied with, "sir, for quality control purposes, can I say that the issue was with the download? I can transfer you to technical support."
The issue was with billing, not with tech support, as I had stated. Then I asked to be transferred, & instead of transferring me immediately, the representative tried to interject with more explaining of how this issue does not involve her department. I would like to re-iterate that I wanted to be transferred. The representative continued to speak & try to explain how billing was another department, instead of transferring me. Then when I was put on hold, the call was disconnected on the other end, almost like I was hung up on (that's how I felt). No attempts to call me back were made.
After I had called back, I was transferred 3 more times, given 3 more reference numbers & phone numbers "in case we were disconnected." The 6th representative read from the invoice, without allowing me to first explain what I was looking at on my BANK statement. He kept insisting that I listen to what he was explaining FIRST, instead of listening to my complaint. My bank statement had read a charge of $119 dollars, then a SEPARATE charge of $132.98. Then the representative tried to read from the invoice again, & further said that there were separate charges initiated, but one for $119 & the other for $12.99. He insisted that I was incorrect, & I had informed him that I was going to walk to my bank & review this information with him with a banker (I was four blocks away at the public library at the time). The representative then said, "Go ahead."
The representative then tried to explain (after I was angry), about a "pre-authorization" charge to ensure that the funds were in the account. The representative did not explain this in the beginning, and neither did any of the previous representatives. The "pre-authorization" charge is not in any of the sales contracts, nor does it make any sense to have this charge.
I have never had an issue with Microsoft before. I had also never had a customer service experience like this. I was so angry & frustrated that I was shaking after the phone call. With the last representative, I began to lose my reasoning since the representative did NOTHING to try to calm me down & give me logical answers.
4 of the representatives had said that this issue was not part of their department & were quick to transfer me. I would like to re-iterate that the third representative tried to interrupt me & continue on speaking about how this issue was not a part of her department instead of transferring me. She kept trying to speak as I was insisting to be transferred to the correct department who could explain & fix my situation up front.
During the situation, I had changed my mind from getting a solution to my problem to getting a refund. When I told the last representative that I wanted a refund, he then insisted on getting answers to a disclaimer & went over how I would be under "indictment" if I were to continue using the product!
I had asked where the call center was located & the last representative said Colorado. I have my suspicions as to the accuracy of his report, since all of the representatives I had dealt with had accents (I'm not a racist & both of my parents are from the Philippines.) not of an American English nature.
Believe me when I say that I have NEVER had a customer service experience such as this with ANY company. Your call center was insensitive, unaccommodating, & wanted to be right more than they wanted to help.
I have worked customer service jobs before & our training was to assist the customer to best of our ability. Listening to the customer complaint first was consistent with the training for myself, & that of friends from other customer service jobs.
This experience was enough for me to no longer download ANY Microsoft product for MAC & to register this complain with Consumer Affairs online, the Better Business Bureau, and create posts & micro-blogs on Facebook, Twitter, and customer service blogs.
I was honestly dizzy & slightly nauseous once I got off the phone.
The treatment I received is unacceptable!
FROM: MS Online ESD Support
offie. Oesd. Na.Us. En. Sit. Mnl. Cs. T01. Spt. 00. Em@css. One. Microsoft.com"
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