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Tips For Contacting Microsoft Support

Tuesday, September 1st, 2015 by | Filed Under: Windows 10
 
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For most folks, the upgrade to Windows 10 went pretty smoothly. Others have found a few quirks and need some assistance. Some of them are commonplace and pretty easy to help folks fix. Other problems are unusual and require a bit more assistance from someone familiar with all of the ins and outs of Windows 10 on various devices.

One of the challenges of the tens of millions of upgrades to Windows 10, is that all different kinds of PCs are being upgraded. This is very different from an Apple upgrade where only a few devices  with similar setups are getting upgrade. I had a weird little quirk opening links in Outlook.com.

If normal troubleshooting doesn’t work, I suggest contacting Microsoft Customer Support. I found them to be quite helpful in dealing with my Windows 10 issues.

There are multiple ways to contact customer support. You could call their Customer service number at 1-800-642-7676, but I would suggest going in through the website by clicking this link: https://partner.support.services.microsoft.com/en-us/contact/menu/software/windows/setup/.

A window will open giving you the options to look up frequently asked questions and post in forums, or to contact a Microsoft rep. You can chat online, have Microsoft call you when a tech is available or schedule a call with a tech.

contact-choose-option

Choose Chat and a chat window will open.  You’ll probably have a wait and the window will let you know where you stand in line to talk with a rep. I like this option, I find it easier than talking on the phone sometimes because you don’t deal with the issue of accents. (mine or the tech rep’s.)

contact-chat-position

If you choose Call me as soon as possible, they’ll give you a call on the number you provide. The current wait time will be displayed.

contact-call-me

Choose Schedule a call, and you’ll be able to choose from dates and times that work for you.

schedule-a-call

I’ve had experience with all three of these methods of contact and found the techs to be friendly and somewhat helpful, though my issue seemed to puzzle them. My issue ended up getting upgraded to an engineer who called me back later. He did give me a helpful bit of advice. He said if the tech can’t solve your issue after 15 minutes, ask to be upgraded to an engineer.

It turned out the issue was actually something that was simple to solve, but it was new to them with Outlook running on a new OS. Windows 10 was apparently so secure that it blocked Outlook from contacting the web, and I had to lower a security setting.

Before you contact Microsoft, I’d suggest writing out a description of your problem so you have talking points ready. If you’re seeing any particular error messages, make sure you have that information ready. If you have an issue with a browser, make sure you know which browser and the version number. If it’s an issue with a printer or other device, make sure you have the make and model number handy.

Also, detail any troubleshooting steps you’ve already taken. Although, I can’t promise you they won’t make you go through them again.

Support for Windows 10 should be absolutely free for private users. Occasionally someone might try to sell you a maintenance package, and while it’s not a scam, it’s probably not necessary. That didn’t happen while I was receiving Windows 10 support, but it has happened in the past when I’ve called with other issues.

My other suggestion is to be patient. Remember, that tech rep hasn’t experienced your computer and may not be familiar with the ins and outs of Windows 10 on your device.

~ Cynthia

 

 

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5 Responses to “Tips For Contacting Microsoft Support”

  1. Rohn MVP says:

    Another option for Official MS Support is the online chat mode: : http://answerdesk.microsoftstore.com/AnswerTech . You talk to the same support people. I find it has a few advantages:
    – you automatically get a timestamped transcript of the whole conversation
    – you don’t have to listen to their on-hold muzak
    – it seemed to me that the chat support people were more willing to put yo on hold while they ask other support people for help.
    – if you get transferred, you can simply cut and paste earlier text when you get repetitive questions
    – there is no problem understanding accented English (no vocal accents when you are reading typed answers … )

    In addition to the “official” MS Support, there are a few user supported “unofficial” support sites you can go to. Most of the people providing replies to question on these forums are users like yourself. But they also can be well known subject matter experts and even authors of books on specific subjects. There are also a few MS staff lurking on the forums. They will sometimes provide “canned” replies. And if you are lucky once in a long while you hear from some Manager or programmer who has inside access!

    Some of these sites include:
    – Answers forum for general questions: http://answers.microsoft.com/en-us
    – Technet forum for more technically oriented questions: http://social.technet.microsoft.com/Forums/en-US/home
    – OFFICE 365 FOR BUSINESS” FORUM / COMMUNITY
    There is a “hidden”, aka separate, location to find out Office 365 for Business specific information:
    http://community.office365.com/en-us/default.aspx
    – Office blog – http://blogs.office.com/ (you can ask questions of subject experts if you can find a related blog entry)

    • Shanker says:

      Hi Rohn,

      It’s very nice of you to have taken time & effort to list all these sources in detail. I’m sure many people would be appreciating you, though not expressing it out.

      Thank You!

  2. Kathy says:

    Setting up an appointment is a good idea; it may be more legitimate than calling the number. Just last night I called the number as you indicated and on the MS site, and ended up being re-routed to ‘Technical’ issues experts. This ‘expert’ showed me how my tablet was infected and I needed to pay to have it fixed. What a horrible scam.

  3. Ray says:

    Are you kidding me-I tried this link before and the wait time was like 3 to 4 hours; schedule a phone call-“not available”; I did chat with a person but he could not answer my question and referred me to the link you mentioned and all I got was the run around. Window support “stinks”

  4. Joan says:

    I had trouble updating as all I was getting was a flashing screen so scheduling an appointment for a call back was not possible. However, I did have their Customer Support number and had the option to schedule a return call. Yes, it was about 2 hours or so later but that beats hanging on the phone for hours hoping someone will eventually help me.

    P.S. It was Norton that was blocking the upgrade.

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