• Report: #910411

Complaint Review: Pamela Cherry

  • Submitted: Wed, July 11, 2012
  • Updated: Thu, July 12, 2012

  • Reported By: Pamela — 22630 Le Quiou France
Pamela Cherry
Le Bourg, Le Quiou 22630 Brittany France Nationwide United States of America

Pamela Cherry Microsoft Tech Person Wiped all the Data off my Computer Le Quiou, Nationwide

*Author of original report: Microsoft Tech Person Wiped Data off my Computer

*Consumer Comment: Wonder???

*Author of original report: Microsoft Tech Person Wiped all the Data off my Computer

*Consumer Comment: Backup your data

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Today is the 11th July. I put a 'comment' on the site on 14th Feb (see below) After further frustration and getting nowhere with Microsoft Personnel on 11th April, I sent my grievance to Better Business Bureau. I should have had more sense! What another waste of time! Numerous explanatory emails back and forth to get nowhere! They closed the case today saying that they can go no further as I am not providing them with any further information! What FURTHER information can I give them other than that of my grievance? I see other people on various complaint sites have been shafted by Microsoft too and this is only the tip of the iceberg, how many people are going to waste their time like we have? That is what Microsoft depend on.

In a final reply thru BBB Microsoft said the following: -

"You have said you will not accept (that) assistance unless it comes witha guarantee that you will receive your desired compensation if Microsoft is unable to restore your computer to a condition satisfactory to you. Microsoft will not offer this compensation in the form of a future guarantee either."

This is the whole point. If they are so darned good and offer to have another Tech person come on my computer to restore it to what it was before they wiped everything off, then WHY do they have a problem making a guarantee to do that? Obviously
they know that they can't! They want to waste more of my time with no positive outcome. Secondly, I never asked for a 'future guarantee' - what has that got to do with anything other than to muddy the waters!

They came on my computer - wiped everything off, removed my email Client and all my emails and folders etc. they wiped out my photos, videos, iTunes, Documents - everything was gone! Then for 6 weeks they ignored my emails asking for help. During which time I had to buy another computer and they refuse to pay the $470 (a pittance to them!) and they refuse to restore my 'wiped' computer with prior guarantee that they can restore it!

NOT very good. Not nice people to deal with at all!

Will anyone come back and answer this? Probably not........... I have now moved to Apple and like the chaps in the comments below agree - WOW do APPLE ever give GREAT CUSTOMER SERVICE - YOU BET THEY DO - THEY HAVE PEOPLE WORKING THERE
NOT ROBOTS.

My Last Post I submitted a complaint on this page against Microsoft on 14th Feb . It is now 11th April and they are still 'Kicking the Can down the Road'!! I have a complaint in to BBB but that is not doing much good so far. Like others on this page, loads of phone calls, going round in circles and never getting to talk to anyone who is in a position of authority and able to do something. Several people have contacted me with a similar complaint of having their computer wiped by a techy person from Microsoft. I have now decided to form as large a group as I can and maybe 'together' we will have a loud enough voice that they will listen to us. How can they 'WIPE' peoples computers, and then just go whistle Dixie. Thumbing their noses at us as they walk away. If you have a similar complaint, or one that you are looking for restitution on, please email me and add your name to the list.

Pamela C (((REDACTED)))

My Original Post

I would like to talk to someone in Authority at Microsoft about a disaster with your on line support at Microsoft. Everything was wiped off my computer by a Tech person who came on my computer in December, remotely to fix a simple Silverlight problem. The computer was rendered useless after two weeks and many hours (10/12) by the same lady - all my files and backups were 'empty'. My email program was deleted along with the back up file for the email program I used. She was unable to restore to an earlier date! My emails to her Manager were ignored. Problem started 16th December - 2 months ago! I have over 80 emails to your support staff with absolutely no result and no forward movement what so ever.

I had to purchase a new computer on January 4th 2012. I have spent hours on the phone. I have spoken to Team Managers, Microsoft Help, Customer and Partner Advocacy ?? North America.Populus Group @ Microsoft Corporation. and others. After
giving me a Ref# they tell me someone will get right back to me. After a week I phone back, no one at that department recognizes the Reference# and I have to start again! Annoyed and Angry doesn't even come close to how I feel about Microsoft today. Is this how Microsoft have trained their Staff to treat their customers? The people I have spoken to are like zombies who haven't a clue what they are doing. When I tell them the computer is wiped out- useless, kaput, not working, they ask me if I would like them to put me thru to the Tech Dept to fix the Silverlight File problem!!! There is no Silverlight problem anymore
because there is NO computer any more - it is just a shell - a useless box!!!

Today I was passed from pillar to post and ended up with the Lady Technician's Manager, who told me he was the only one I could speak to and that he could do nothing but come on my computer and restore the files and fix the Silverlight problem!!!!!

Today 6 weeks later 'I' tracked him down!!! He tried to talk to me as if there was only a Silverlight problem telling me that he had read all of the emails in the file. I had to nearly badger the fact out of him that he was aware that I had to buy a NEW computer! I have full list of emails and Names available.

Please contact me at (((REDACTED)))


This report was posted on Ripoff Report on 07/11/2012 02:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/Pamela-Cherry/nationwide/Pamela-Cherry-Microsoft-Tech-Person-Wiped-all-the-Data-off-my-Computer-Le-Quiou-Nationwi-910411. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Microsoft Tech Person Wiped Data off my Computer

AUTHOR: Pamela - (France)

I guess it must be frustrating for an expert such as yourself to read the experience of such a dumbcluck as myself! Maybe I didn't word my complaint clearly enough? My 'claim' is 'not' that I no longer have a back up of my data. My 'claim' is that a 'supposed expert' Microsoft Technical Support person came on my computer and wiped out everything. Admittedly I allowed her access (after I had checked that her identity was genuine), the first time she came on, she set up new User files for me and had the directory in such a muddle it was unbelievable.

She came on the second time to straighten out the mess she made the first time. She transferred files, documents, everything from the User she had set up to yet another User file. Transferred and then deleted the original! Discovering too late that the files in the last set were empty! In so doing she wiped out everything on the computer. Yes it is their fault that I no longer had any data. Correct. Whether I had back up or not is not the issue here. I did mention in my 'report' that I did have back up to a month earlier on most of my 'stuff' and thru various means I managed to eventually recoup 80% of what I lost.

BUT the very most important item was my email. This was not backed up because if you know anything about backing up email you will also know that when one tries to restore it, it never restores identical to the original. I therefore bought the Incredimail package and this was backed up automatically to another file on the computer. But she deleted the back up file as well. The issue I have with Microsoft is also the fact that for one week before I bought the new computer to 5 weeks later I was unable to get ANY response from Microsoft at all.

As you will see in my 'report', on phone calls I was passed from one to the next with no result. Emails were not answered. The Manager of the Team ignored the emails. I was brought up to respect others, own up to my own mistakes, and in an era when the way one treated others was important. Now it seems to be more the norm to disrespect people, and to scam them if you can. I expected more of a company like Microsoft.

With regard to re installing the software and programs. Not so easy these days as computers come with everything pre installed and one has to apply for the software or buy it - either way it is a long and tedious job, also once a computer has been damaged like mine was, it will never operate 100% properly again. Considering this and the time involved I decided to buy new.

Having spent months just trying to get someone at Microsoft to listen to me, I do not think that it was unreasonable to ask that they give me an undertaking to pay me the measly $470 for the new computer IF they could not do what they were promising. Problem was that they know their person was at fault and that they could not restore my computer at all. The darned thing didn't even work properly after she had finished her expertise. Usual sites like Google, Facebook etc. didn't operate properly so it was not only that she deleted my personal data that was the problem.

Would you think that just because I have insurance for my house or property that I shouldn't go after someone who comes in and damages it? Whether I had the data backed up or not is not the issue.I love how you assume that most 15 year old kids are smarter than me! I wonder why you would think that? Maybe you are 15 yourself? It seems like the kind of arrogant remark an unthinking kid would make.

The other thing that comes to mind on that point is, are you insinuating that a 15 year old kid is more reliable than the Microsoft Technical Staff? On that one I might thoroughly agree with you. You then go on to say. " It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available."Again I repeat, this is why I wanted the undertaking from Microsoft.

They wanted me to spend more hours at this 'broken' computer so that another 'expert' tech person could fiddle around with it, and at the end of that exercise there was (as you so correctly point out) no way of knowing what data has been overwritten or totally deleted. There was no way of guaranteeing all of my programs were still available, and I know for sure that my Incredimail was GONE! They knew/know it too and therefore would not give me the guarantee.

If I don't have my data backed up and lose it due to my own error, fire, theft, lightning or hard drive failure, that is 'MY' problem to deal with. BUT when I am bushwhacked by someone who I should be able to trust to do the job right, who physically wipes out all of that data - someone who is supposed to be computer technically proficient, as I would have expected is the criteria for employees of Microsoft, and is in a position where she goes on computers remotely to correct or repair issues ............. then I think that problem is where Microsoft should hold their hands up and admit that something went wrong!
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#2 Consumer Comment

Wonder???

AUTHOR: The Outlaw Josey Wales - (United States of America)

 Wonder if you could back up Team Rebutt, all the way off a mountain cliff
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#3 Author of original report

Microsoft Tech Person Wiped all the Data off my Computer

AUTHOR: Pamela - (France)

I guess it must be frustrating for an expert such as yourself to read the experience of such a dumbcluck as myself! Maybe I didn't word my complaint clearly enough? My 'claim' is 'not' that I no longer have a back up of my data. My 'claim' is that a 'supposed expert' Microsoft Technical Support person came on my computer and wiped out everything. Admittedly I allowed her access (after I had checked that her identity was genuine), the first time she came on, she set up new User files for me and had the directory in such a muddle it was unbelievable.

She came on the second time to straighten out the mess she made the first time. She transferred files, documents, everything from the User she had set up to yet another User file. Transferred and then deleted the original! Discovering too late that the files in the last set were empty!  In so doing she wiped out everything on the computer. Yes it is their fault that I no longer had any data. Correct.

Whether I had back up or not is not the issue here. I did mention in my 'report' that I did have back up to a month earlier on most of my 'stuff' and thru various means I managed to eventually recoup 80% of what I lost. BUT the very most important item was my email. This was not backed up because if you know anything about backing up email you will also know that when one tries to restore it, it never restores identical to the original. I therefore bought the Incredimail package and this was backed up automatically to another file on the computer. But she deleted the back up file as well.

The issue I have with Microsoft is also the fact that for one week before I bought the new computer to 5 weeks later I was unable to get ANY response from Microsoft at all. As you will see in my 'report', on phone calls I was passed from one to the next with no result. Emails were not answered. The Manager of the Team ignored the emails. I was brought up to respect others, own up to my own mistakes, and in an era when the way one treated others was important. Now it seems to be more the norm to disrespect people, and to scam them if you can. I expected more of a company like Microsoft.

With regard to re installing the software and programs. Not so easy these days as computers come with everything pre installed and one has to apply for the software or buy it - either way it is a long and tedious job, also once a computer has been damaged like mine was, it will never operate 100% properly again. Considering this and the time involved I decided to buy new.

Having spent months just trying to get someone at Microsoft to listen to me, I do not think that it was unreasonable to ask that they give me an undertaking to pay me the measly $470 for the new computer IF they could not do what they were promising. Problem was that they know their person was at fault and that they could not restore my computer at all. The darned thing didn't even work properly after she had finished her expertise. Usual sites like Google, Facebook etc. didn't operate properly so it was not only that she deleted my personal data that was the problem.

Would you think that just because I have insurance for my house or property that I shouldn't go after someone who comes in and damages it? Whether I had the data backed up or not is not the issue.

I love how you assume that most 15 year old kids are smarter than me! I wonder why you would think that? Maybe you are 15 yourself? It seems like the kind of arrogant remark an unthinking kid would make. The other thing that comes to mind on that point is, are you insinuating that a 15 year old kid is more reliable than the Microsoft Technical Staff? On that one I might thoroughly agree with you.

You then go on to say. "  It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available."

Again I repeat, this is why I wanted the undertaking from Microsoft. They wanted me to spend more hours at this 'broken' computer so that another 'expert' tech person could fiddle around with it, and at the end of that exercise there was (as you so correctly point out) no way of knowing what data has been overwritten or totally deleted. There was no way of guaranteeing all of my programs were still available, and I know for sure that my Incredimail was GONE!  They knew/know it too and therefore would not give me the guarantee.

If I don't have my data backed up and lose it due to my own error, fire, theft, lightning or hard drive failure, that is 'MY' problem to deal with. BUT when I am bushwhacked by someone who I should be able to trust to do the job right, who physically wipes out all of that data - someone who is supposed to be computer technically proficient, as I would have expected is the criteria for employees of Microsoft, and is in a position where she goes on computers remotely to correct or repair issues ............. then I think that problem is where Microsoft should hold their hands up and admit that something went wrong!
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#4 Consumer Comment

Backup your data

AUTHOR: coast - (USA)

You clearly do not know or understand basic computer operation. You claim it is their fault that you no longer have a backup of your data. Protecting and maintaining a backup is 100% your responsibility. You could have reinstalled the system software and programs instead of purchasing another computer. Next time hire a fifteen-year-old kid (most of them are smarter than you) from the neighborhood.

Microsoft was willing to attempt to assist you, but not on your terms. It is not possible to guarantee the hard drive will be totally restored to it's previous condition because there is no way of knowing what data has been overwritten or totally deleted. There is no way of guaranteeing all of your programs are still available.

To avoid a repeat occurrence of data loss be sure to backup your data on your new Apple computer. Data can be lost due to operator error, tech support error, fire, theft, lightning or hard drive failure.
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