Microsoft has been in enterprise for nearly 5 many years, however it nonetheless can’t appear to good its tech-support division. In final 12 months’s Tech Help Showdown, Microsoft landed in fourth place, however this 12 months, the Redmond-based tech large tumbled down a number of spots because of its cowardly customer-service brokers, lazy on-line tech assist methods and digital ghosting.
My investigation into Microsoft’s tech assist began with a cellphone name — an terrible one. A Microsoft cellphone agent, seemingly confused about my question, requested if he may put me on maintain. Because it turned out, it was all a ruse. The agent didn’t put me on maintain — as a substitute, he rudely hung up on me, leaving me with my jaw dropped, speechless and angered because the disconnect tone pierced the air.
This unlucky expertise set the tone for the remainder of my investigation into Microsoft’s different customer-service avenues throughout Fb, Reddit, Twitter and different platforms. I pity anybody who has to achieve out to Microsoft to resolve a problem; you’ll get extra complications than options. Microsoft isn’t all unhealthy, although. There have been occasions that I used to be related with stellar assist brokers who’ve restored my religion in Microsoft. Armed with the Floor Professional X and the Floor Go 2, right here’s how my tech-support expertise with Microsoft performed out.
Microsoft tech assist
| General | Net Rating | Social Media Rating | Telephone Rating | Avg. Name Time | Telephone Quantity | Net Help |
| 56/100 | 17/20 | 6/15 | 13/30 | 10:26 | 1-800-642-7676 | Hyperlink (opens in new tab) |
Telephone Help: Microsoft Floor Professional X
Microsoft has a jaw-dropping variety of name facilities: 119 tech-support websites throughout 480 international locations. Microsoft’s 24/7 customer-service quantity is 1-800-642-7676. Just remember to have the serial variety of your product available. You’ll additionally wish to make sure that your Floor machine is signed into your Microsoft account.
At 10:13 p.m. on a Tuesday, I dialed 1-800-642-7676. After fulfilling a number of prompts (e.g. typing in my Microsoft Floor Professional X’s serial quantity) and listening to carry music, it took about six minutes to come up with an agent. I spoke with a pleasant, useful lady positioned within the Philippines who helped me improve the sensitivity of the Professional X’s touchpad to spice up my cursor pace. At first, she started spewing out the directions a little bit too shortly, however after I suggested her to decelerate, she proceeded at a extra leisurely tempo. She guided me by way of the steps precisely and effectively. I used to be impressed!
After I thanked her for serving to me, the cellphone agent created a case quantity for the decision ought to I ever must reference it at a later date. She then suggested me that if I ever want extra details about my machine (the serial variety of my Professional X Floor Pen, for instance), I may simply navigate to the Floor app by way of the Home windows search bar. The decision lasted 16 minutes and eight seconds.
My second cellphone name to Microsoft, nevertheless, left me with steam popping out of my ears. At 1:24 p.m. on a Wednesday, I dialed Microsoft’s customer service line. After I pressed a couple of numbers on the request of the automated assistant, I used to be related to a cellphone agent nearly instantly. I requested, “How do I join my cellphone to my Microsoft Floor Professional X?” He then replied, “How do you wish to join it?” I instructed him that I’d like to have the ability to obtain and ship textual content messages on the machine, which is feasible by way of the Your Telephone app.
The agent instructed me that with a view to do this, I might have to be in possession of a Microsoft cellphone. Save for the Floor Duo, Microsoft hasn’t launched a cellphone in years. I used to be flabbergasted by the agent’s response, however I had a glimmer of hope that he may have a second of redemption when instructed me that he would put me on maintain to get extra data regarding my query. Possibly — simply perhaps — the cellphone agent would get some steering about my query from a extra senior workers member.
As an alternative, the impolite cellphone agent hung up on me. I used to be furious and I couldn’t imagine he had the audacity to drag such a stunt! The infuriating name lasted 4 minutes and 43 seconds.
Microsoft affords tech assist by way of three social media channels: Twitter, Fb and Reddit. The Redmond-based tech large’s main technique of dealing with social media tech assist appears to be, “Eh, simply throw hyperlinks at ‘em.” Until the customer is asking for a full-length information, I don’t see why Microsoft brokers can’t merely reply with an easy reply sans the hyperlinks. It will behoove Microsoft to alter its social media tech-support technique; it’s too impersonal, chilly and indifferent.
Fb
I reached out to Microsoft’s Floor Fb web page and I despatched them a message at 12:21 PM on a Wednesday. I requested, “Is there a solution to take a screenshot with my Floor Pen?” after explaining that I had simply bought a Floor Professional X. The reply to my query is easy: double-tap the highest of the Floor Pen. That being stated, 39 minutes later, an agent kindly replied with a hyperlink, including “You should use your Floor pen to open Snip & Sketch in addition to customise your pen shortcuts.”
I clicked the hyperlink that launched an article titled “The best way to use your Floor Pen.” (opens in new tab) Though I discovered the part that describes learn how to open Snip & Sketch by way of double tapping, Microsoft must be conscious that some clients might not know that Snip & Sketch is a screenshot utility (this isn’t defined within the article). People who’re unfamiliar with Snip & Sketch might have difficulties discovering the reply to their screenshot question on the web page. Seeing if I can get the agent to supply an easy answer, I requested them, as soon as once more, how I can take a screenshot with my Floor Pen.
I waited 4 hours for a reply and the agent threw one other hyperlink at me: “Discover ways to take a screenshot along with your Floor Pen right here (opens in new tab).” The hyperlink led me to a Microsoft Group web page with a person asking, “How do I make the Floor Pen screenshot to not go mechanically to ‘latest notes’ in One Word?” Though that is considerably associated to my query, it’s not my actual question, so I used to be confused as to why the agent despatched me this URL. Nonetheless, on that very same web page, I noticed a person asking, “My Home windows Pen does not take screenshots anymore. It labored until yesterday (double klick on the highest of the pen) however now it simply does not wish to do it. What can I do?” By studying the poster’s query, you may discern that “double klicking” — albeit misspelled — is how one can take screenshots with the Floor Pen. Nonetheless, it shouldn’t require this a lot perusing to search out the reply to such a straightforward query. I’m baffled as to why the Fb assist agent didn’t merely say, “Hey, simply double click on the highest of your Floor Pen!” as a substitute of throwing two hyperlinks at me over a time span of 5 hours
Microsoft’s deal with for its Twitter tech assist is @MicrosoftHelps. I despatched a direct message to @MicrosoftHelps at 4:31 a.m. on a Friday. Seconds later, I obtained an automatic reply asking which matter my query fell underneath: Microsoft Account, Xbox, Microsoft Subscription, Refunds, Pre-Orders, Billing/Redeem a Code and Different. I selected “Different” as my query was, “How can I alter the default folder my webcam pictures are saved in?”
Sadly, Microsoft’s Twitter assist wasn’t working correctly. Usually, after you click on a subject, you must obtain a message acknowledging your choice reminiscent of “Bought it! Let me switch you to a Reside Agent who can help you. Within the meantime, let me know the way we will help you at the moment.” In my expertise, nothing occurred. I refreshed Twitter, was introduced with the identical seven subjects and clicked Different a second time. Once more, nothing occurred.
At this level, I used to be spamming Microsoft’s inbox with the phrase “Different,” so I despatched a message apologizing for bombardment and defined that the automated system appeared to be down. 9 hours and three minutes later, a Reside Agent received again to me and replied “No worries!” The Reside Agent gave me a listing of numbered directions (thank goodness it wasn’t a hyperlink!). Sadly, after I adopted them, it didn’t assist to alter the default location of my webcam pictures. I re-asked my query and a brand new Reside Agent appeared about an hour later. This time, I obtained a passable set of directions that helped me change the default save folder for the Floor Professional X’s webcam pictures.
The following day at 6:45 p.m., Microsoft despatched a comply with up message asking if I discovered the directions to be useful, which I appreciated. “We hope that the steps we shared to alter the default location of the folder helped and that your difficulty has been resolved,” the message stated. “Thanks for contacting our social media assist crew. Have a pleasant day!”
Microsoft claims it has a devoted crew that solutions assist questions on Reddit, however don’t hassle posting questions the standard approach. You’ll get an alert that claims, “This publish is presently awaiting approval by the moderators of r/microsoft earlier than it may possibly seem within the subreddit.” It’s not ready for approval — it’ll get thrown out to the wayside as a result of it’s towards the principles to ask assist questions by way of “Create Put up.” As an alternative, all assist questions needs to be posted inside a pinned thread referred to as “Microsoft: Official Help Thread.”
On the Help Thread, I requested for steering on learn how to collaborate remotely on the Whiteboard app utilizing my Floor Professional X at 2:41 p.m. on a Wednesday. To this present day, I’ve not obtained a solution.
Net assist: Floor Professional X
While you navigate to Microsoft’s Contact Us web page, you gained’t discover any numbers nor emails. As an alternative, you’ll be goaded into utilizing the corporate’s virtual-chat app to air any grievances and considerations. At 9:11 p.m. on a Wednesday, I made a decision to provide Microsoft virtual-chat app, referred to as Get Assist, a shot to see how properly Microsoft’s net assist fares in comparison with the opposite customer-service avenues.
Earlier than I started my inquiry, the Get Assist app despatched an automatic message with a hyperlink: “In case our session will get unexpectedly disconnected, chances are you’ll click on the hyperlink with a view to rejoin the dialogue.” I appreciated this gesture; Microsoft has precautionary measures in place to curb inconvenience ought to something go awry. I used to be then prompted to pick the product and matter that corresponds to my query, however I obtained an error message: “One thing went flawed throughout machine choice. Don’t be concerned, you may nonetheless discuss to an individual utilizing the choices under.” It took about two minutes for me to connect with a reside agent.
Lastly, I had the chance to ask my query: Is there a solution to collaborate remotely on Whiteboard with my Floor Professional X? In that case, how do I do it? The reside agent requested me to attend a second whereas they looked for an answer. Two minutes later, the reside agent returned with step-by-step directions on learn how to accomplish the duty. The virtual-chat interplay lasted solely 8 minutes; it was fast, transient and correct. In my private expertise, the Get Assist app was essentially the most environment friendly solution to get a solution to my questions.
I used to be additionally capable of finding the reply to my query by utilizing the search operate on Microsoft’s official web site. I discovered an article titled “Collaborate on a Whiteboard,” (opens in new tab) which affords prolonged, wide-ranging directions on learn how to remotely be part of forces with a collaborator on the app.
| General | Net Rating | Social Media Rating | Telephone Rating | Avg. Name Time | Guarantee Rating |
| 74/100 | 15/20 | 12/15 | 27/30 | 10:26 | 20/20 |
Telephone Help: Microsoft Floor Go 2
You gained’t discover Microsoft’s assist quantity anyplace on its official web site (although you will discover it with a fast Google search). I imagine Microsoft makes its customer service cellphone quantity tough to search out as a result of, in my view, it needs to steer its clients towards its on-line assist pipeline. After my terrible cellphone expertise with the Floor Professional X, I understood why Microsoft most well-liked to tuck its cellphone quantity away from its Help Web page. Fortunately, my cellphone expertise with the Floor Go 2 was smoother crusing.
At 6:42 p.m. on a Thursday, I referred to as Microsoft pretending to be in pressing want of enabling a battery restrict function on my new pill. The girl has a candy, kindhearted cellphone agent from Nicaragua who instructed me {that a} volcano just lately erupted in her space. I all the time admire it when a cellphone agent sprinkles a private story into the dialog — it humanizes the contrived voice on the cellphone.
After I defined to the Nicaraguan-based cellphone agent that I wished to delay my Floor Go 2’s battery lifespan by limiting the full cost to 50%, she requested my permission to remotely entry my pill. I stated, “Positive, go forward!” Nonetheless, as a result of I didn’t but signal into my Microsoft account, she couldn’t provoke the remote-support course of. As such, she patiently waited till I logged in and she or he provided steering on learn how to register my Floor Go 2 machine. Nonetheless, she had hassle accessing my pill remotely.
No worries, although. She determined to assist me the standard approach and provided step-by-step directions. She offered crisp and clear steering on learn how to entry the Unified Extensible Firmware Interface (the Floor Go 2’s model of BIOS) and allow the battery-limit function. Between our conversations about explosive volcanoes and troubles with distant entry, the decision took 26 minutes and 45 seconds. Regardless of the size of the decision and technical difficulties, I had a pleasing expertise.
My second cellphone name reached a Microsoft name middle in South Asia. Ten minutes after midnight on a Friday (don’t choose me; I’m an evening owl), I referred to as Microsoft in determined want of a solution to improve the sensitivity of my touchpad. The gentleman faltered at first, telling me that after urgent the Home windows emblem and the letter “I,” I ought to discover the Settings possibility. I instructed him, “No, all I see are search outcomes resulting in Web Explorer.” After realizing his flub, he instructed me to hit the Home windows Brand once more, however this time, click on on the cog wheel icon to entry the Settings app. He then precisely helped me attain the Touchpad part to extend the trackpad’s sensitivity. The decision lasted 8 minutes and 39 seconds.
As talked about, Microsoft affords social-media assist on Fb, Twitter and Reddit. Though I’ve had a Microsoft cellphone agent grasp up on me, I’d a lot slightly dial in and communicate to somebody than converse with a dull Microsoft Floor avatar. Microsoft’s social media assist feels very impersonal, indifferent and nonhuman with its “right here’s a hyperlink, bye!” tactic.
Fb
My Microsoft tech assist expertise on Mark Zuckerberg’s platform matches Fb’s imminent destiny: brief lived. At 1:45 p.m. on Friday, I fired up a message on Microsoft Floor’s Fb account and requested, “How do I allow Hibernation on the Floor Go 2?”
Forty-five minutes later, a Microsoft agent messaged me with — shock, shock — a hyperlink. I couldn’t inform if I used to be speaking to a bot that spits out URLs or an precise particular person. To be clear, I don’t anticipate a “How might I serve you, ma’am?” tech assist expertise, however it’d be good if social-media brokers might be a little bit extra sedulous. As an alternative of sending a URL and being accomplished with it, they’ll ship easy-to-follow steps in order that questioners needn’t sift by way of wordy paragraphs on a webpage. I can’t assist however detect cheeky “Google is your pal” vibes from Microsoft each time they slap a hyperlink at my face.
At 1:40 a.m. on a Friday, I reached out to @MicrosoftHelps to ask its tech assist crew about learn how to entry the Battery Report on my Floor Go 2. I reached out to Microsoft on the wee hours within the morning, so I didn’t anticipate a fast response. At 5:52 a.m., a tech assist agent responded — and not using a URL! Nonetheless, I don’t assume a Microsoft tech assist agent would be capable to ship me a hyperlink on my question even when they wished to — the corporate doesn’t have a “learn how to” article for accessing the Battery Report.
I obtained numbered directions on learn how to generate the Battery Report, which was a breath of recent air from the “right here’s a hyperlink, now depart us alone!” expertise I’ve typically handled.
If in case you have an pressing query, keep away from Reddit in any respect prices. As talked about, you’re required to publish your query on a pinned thread referred to as “Microsoft Official Help Thread.” Your inquiry can simply get misplaced within the large sea of questions that flood the web page. I nonetheless haven’t obtained a solution for my Floor Professional X query, however for my Floor Go 2 inquiry, a Microsoft moderator lastly replied.
At 1:34 p.m. on a Friday, I requested, “How do I allow the Battery Restrict on my Floor Go?” On Saturday at 11:46 a.m., a Microsoft moderator instructed me to “verify my PM” for a solution to my query. Once I checked my inbox, I discovered a message from a Microsoft rep that featured three hyperlinks (shocker) in regards to the Battery Restrict function. The primary two gave data on what the Battery Restrict function is and learn how to allow it; a 3rd provided directions on the easiest way to look after one’s Floor battery.
Once more, I’m not an enormous fan of Microsoft’s “simply learn our URLs” on-line tech-support technique, however the hyperlinks have been admittedly useful. Nonetheless, I might have most well-liked numbered or bulleted step-by-step directions on learn how to allow the Floor Go 2’s Battery Restrict function. It took 22 hours and 12 minutes to get a response from Microsoft on Reddit.
Net Help: Microsoft Floor Go 2
I’ve no qualms about tech assist people copying and pasting directions. Nonetheless, it’s important to make it possible for what you’re copying and pasting isn’t riddled with illegible and pointless content material, which is an issue I’ve encountered throughout my net chat expertise with Microsoft.
Reality be instructed, I seen a minor copy-and-paste flub (i.e. double paragraphs) throughout my first net chat expertise after I requested a query concerning the Floor Professional X, however I didn’t assume it was price declaring. Nonetheless, this explicit blunder requires acknowledgment.
At 5:45 p.m. on a Saturday, I requested the digital chat the next query: “How do I pair my Floor Slim Pen with my Floor Go 2?” The reside agent requested me if I had points pairing my Floor Pen with my Floor Go 2, however I clarified that I didn’t know learn how to pair the stylus with my pill to start with.
Listed here are the primary set of directions I used to be given: “〈ol kind=1〉〈li〉〈p〉1. Go to Begin > Settings > Gadgets > Add Bluetooth or different machine > Bluetooth .〈br〉〈/p〉〈/li〉〈li〉〈/li〉〈/ol〉〈br class=Apple-interchange-newline〉〈br〉”
Not fairly certain why this dizzying message was riddled with HTML language, however you may spot the directions being sandwiched between the code. I’m certain it was only a copy-and-pasting error on the agent’s finish. Errors occur, however I needed the agent would have acknowledged the gaffe and resent the directions HTML code-free.
This wasn’t the primary time issues received misplaced in translation. After I thanked the agent for serving to me pair my Floor Pen with my Floor Go 2, he replied, “Oh my placer you have got a beautiful pen over there in addition to a lovely floor.” It took some time for it to click on as I sat there dumbfounded by a couple of seconds, however I noticed the agent merely meant to say, “Oh my pleasure!” Although the author aspect of me flinched, I couldn’t assist however smile on the phonetic spelling. General, chatting with the reside agent was a placer! The chat lasted 17 minutes.
I used Microsoft’s search operate to search for an article that answered my question about learn how to pair my Floor Pen with my Floor Go 2. I didn’t discover an article that was tailored for my question, however an article titled “The best way to use your Floor Pen” (opens in new tab) contained a part that provided directions on learn how to pair one’s Floor Pen to a Floor machine, which was adequate for me.
Guarantee
New Floor units include a one-year restricted guarantee and 90 days of tech assist. Microsoft pays for transport each methods for all units. Nonetheless, this doesn’t apply to unintended harm until you buy Microsoft Full, which gives prolonged protection and assist for as much as 4 years on Floor plans. Microsoft Full has you lined for blunders reminiscent of drops, spills and cracked screens. You’ll be able to add Microsoft Full as much as 45 days after buy.
The Floor App, out there from the Microsoft Retailer, gives clients with entry to guarantee data so you may simply verify your machine’s protection standing.
Backside line
Microsoft has been within the sport for too lengthy to supply such mediocre tech assist service, which is what makes this customer-service expertise so disheartening. I’m nonetheless fuming over the impolite cellphone agent who hung up on me, I’m affected by URL fatigue, and I’m pissed on the Reddit Microsoft mods for ignoring my Floor Professional X query. Nonetheless, there have been some standout moments that saved Microsoft from plummeting to final place, such because the Nicaraguan-based cellphone agent who was pleasant, sociable and provided correct directions. Apart from some copy-and-pasting flubs, my chat app expertise was respectable, too.
My recommendation for Microsoft is to make the social media tech assist expertise hotter and extra human. One thing so simple as giving clients simple responses (versus spitting out URLs) may make an enormous distinction in coming throughout extra personable and fewer bot-like.