Fellow Community Members,
This is longish post, but request you to read it fully.
1) After a recent update to Windows 10 on 11th Jun 2017, I was unable to save anything on my local hard drives using any of the most commonly used office automation software products, such as - MS Office Suite 2010, Adobe Acrobat X, Adobe Photoshop CS6 etc.
I experienced the problem at 18:00hrs on 13th Jun 2017.
2 ) Thinking this as some kind of malaware infection, I scanned the PC with Norton Antivirus 360 Premier (updated last on 13th Jun at 17:00hrs) and found the PC to be absolutely free of any infection as per the antivirus software. Just to be doubly sure,
I requested Symantec tech support to check the PC (remotely), who also confirmed, after 2 hours of diagnostic, the PC to be free of any infection / malaware etc.
3 ) All updates to Windows 10 and Windows products were (& are) getting successfully downloaded and applied. The Windows 10 version is : MS Windows 10 Home (64 bit) 1703 (build 15063.332).The problem still continues.
4 ) Contacted Microsoft Tech Support (through chat and remote controlled session) on 13th Jun 2017 at 23:00hrs (Case ID 1388641095) the agent could not diagnose the problem and transferred my case to a second agent (Eve Christine G.) with a new case ID (1388643331)
at 23:30hr.
5 ) After a reboot initiated by the second agent around 1:00hrs on 14th Jun, I could not get in touch with the (second) agent after the reboot, using the rejoin link provided by the agent. So... was handled by a third agent (Susmitha S). This agent took
the remote control of my PC and started downloading a third party Windows 7 patchesapparently to correct the file association problem. The agent also disabled the taskbar so I could not get into the chat session with the agent or terminate the remote controlled session.
6 ) I kept on moving the mouse so that I could bring the agent's attention that I wanted to convey my concerns on Windows 7 third party software being downloaded and applied to a Win 10 system. The agent did not provide explanation for full 10 min why this
was being done.
7 ) Further when asked to provide telephone nos. where I can share my feedback about the level of service, the agent provided me two telephone numbers (1800-646-7272 & 1800-642-7676), both of which turned out to be wrong (invalid) numbers. I asked the agent
to provide a number which will work (connect) from India or whether I have to prefix a country code for these numbers provided. There was no reply from agent. After 20 min, the agent said another number will be provided but never provided the same.
8 ) Finally, I asked to transfer my case to a Supervisor, the Supervisor came online, but continued to chat with me using the agent's name (Susmitha S), so there was no way for me to find whether I was chatting with the agent or the Supervisor. The Supervisor
provided answer to my queries, saying Windows 10 has same registry structure as that of Windows 7. Even the Supervisor did not provide any explanation on why a non-Microsoft software was being applied on my PC. When I insisted on getting an explanation, the
Supervisor accused me that I am preventing in solving my problem by asking queries and finally just terminated the remote control session, in a way refusing to help me. The Supervisor identified as an employee of Microsoft (and not an outsourced agency of
Microsoft) and when asked to share any employee identifier refused that too. Supervisor also did not provide any telephone number to provide feedback about service
9 ) Requesting following :-
(A) Solution to the problem described above
(B) email ID / telephone number of Microsoft where I can share my experience
Thanks for your time in reading my longish post.
Milind Nadkarni
14th Jun 2017
***Post moved by the moderator to the appropriate forum category.***
