Ross Jones’ Windows 10 upgrade went bad. Microsoft wants him to pay to fix it. Christopher Elliott:
I recently upgraded my computer to Windows 10. After that, my Microsoft Outlook won’t stay connected to the exchange server that hosts my email. Microsoft says that since my problem is with an exchange server connection — the server is not a Microsoft server, by the way — that I will have to pay $499 to get help.
In other words, the upgrade they are pushing messed up my computer and now they want me to pay a fortune to get help to fix it. This does not seem right to me. Can you help?
When a Microsoft representative demanded $499 to fix your problem, you should have blazed a paper trail using the company’s contact form. I asked you to do that, but it proved to be a dead end.
I think Microsoft should fix this problem. The upgrade it pushed on you created this problem. If its programmers had paid closer attention to their coding, then they probably could have avoided the server problem you experienced. But we know this for sure: Without trying to “upgrade” your life, you’d still be connected to your server.
I contacted the company on your behalf. A representative called you and spent about 40 minutes on the phone, trying to troubleshoot the problem.
Moral of the story: A little bad PR can go a long way to solving a service problem.