Microsoft - Apathy or Intent VI
VickyKeeton started on November 12, 2015
I posted this on another Microsoft website last night and am following the suggestion given that I post on this website.
I could bore you with pages and pages of my interactions with Microsoft for the past 1 1/2 weeks but I'll make it as brief as I can.
If you have searched as many places as I have for fixes for Win 10, you'll know many of the people who tested different builds of the software, even up to a few days of release, told the powers at Microsoft that Win 10 was not ready for release and they told them why. Unfortunately for me, my research was too late. I upgraded, trusting Microsoft. My husband was quite ill and, two days after I upgraded, we left town for two months. Not until my return 1 1/2 weeks ago, when I started using the desktop again, did I realize what a horrible mistake I made...too late to go back to Win 7. I have overcome many issues and learned many work-arounds by spending hours and hours reading and researching and following advice of many on Microsoft forums like this; however, one issue remains and that is of constant high cpu and memory issues any time I open a website/page. If I dare to open more than one page, I'm at 99%-100% and the system freezes making my computer useless.
Yesterday Microsoft tech spent 3 hours remotely checking computer, doing many of the same diagnostic tests I had already done. After those three hours, when she could find nothing wrong, she told me she had done everything she could do and she really felt I had a hardware problem. I told her I had already talked with Asus and updated all drivers. She then said I could pay $149 for level 2 tech support. I questioned why I need to pay Microsoft for something that had all the appearances of being a problem with their software. Again, she said I had a hardware problem.
Today, after 1 1/2 hours with tech support, remotely doing all the same things the tech did yesterday, I'm told I really needed to get rid of Kaspersky, that it was causing all my problems. I explained I had Kaspersky for years and never had an issue. I suggested we disable Kaspersky to show her the problem would still exist. She said it wouldn't make any difference, the "infection" was already in my system and only she could fix the problem with her "tools" but I would need to pay $149 before she could use her "tools". She further said many clients with Kaspersky had the same issues as mine and all was fixed when they uninstalled Kaspersky and used only Windows Defender....again after they paid $149 for her "tools" to fix the infection. (I offered to make a bet with a level 2 tech that if he/she found an infection, I would pay but if he/she found a software issue, I would not pay but it didn't work.) During her time on my computer, I started getting warning pop-ups that memory was low and I should take precautions. She initially said this was part of the infection until she verified it was an actual warning from Microsoft at which time she admitted this was a "known issue" with Microsoft and they were taking steps to correct the issue. After hours with Kaspersky UPPER LEVEL TECHNICIANS (for no additional cost), I'm quite sure my computer is not infected.
This evening, I spent over an hour with a Microsoft tech who said my problem was most likely involving the old Win 7 software on my machine and I could pay to have level 2 techs fix the issue. None of the three people could address the fact I didn't have an update to Win 10 that was supposed to have come down since I got my computer. None could tell me what actual updates I should have. All looked at "installed updates" and I had all I needed because it said so. After I pressed the issue, the third tech. looked up the number I gave him and I heard him muttering something about that update not going through...something Microsoft was well aware of. All three people said I could go back to Win 7 and I told them I was far beyond the one-month period where you could automatically do that. Then they said I could re-install Win 7, on my own, with the software cd. I don't have that. Software was already installed and I only had the key number. The third person did give me a product key to do a "clean install" of Windows 10. When I asked for advice about doing this myself, he started talking about me needing "...only to delete all the partitions on the disk but one...". I don't know what the hell a "partition" is but it looks like I'm going to find out if I want a functioning computer. This brings me to another major issue with Microsoft written material, tech conversations, etc.
I am an average computer user. I do research, browse, send emails, etc. I AM NOT A COMPUTER GEEK/NERD. I AM NOT EXPERIENCED IN TERMINOLOGY. I DO NOT BUILD MY OWN COMPUTERS. I DO NOT HAVE $149 TO GIVE MICROSOFT OR ANY OTHER COMPUTER EXPERT. I do manage, with my limited knowledge, to do more than just the basic things on the computer but I and millions of others shouldn't have to deal with software issues that 1) we know nothing about and 2) that Microsoft techs know nothing about. My experience yesterday and today, having three different techs give me three different excuses for an apparent software failure just about put me over the edge. With regard to Win 10 and all updates, Microsoft needs to understand they're not giving enough support and that support needs to be presented in such a way the average user can understand. Don't start reeling off instructions, explanations, (or excuses) using terminology most don't understand. After reading many of the discussions on this sight, I know why people don't respond after asking for and getting well intentioned advice. It's because they have no idea how to use the advice they've been given. To those with all the knowledge, please don't say we shouldn't have computers. Just say Microsoft needs to do a better job of developing software before they push it on the public. Please have patience with those of us who struggle to simply have a properly functioning computer. Thanks for letting me rant before I go try to do a clean install of Win 10. If that doesn't solve my problem, where do I go from there?
11/12/15 Today, I did a clean install of Windows 10 and, guess what? My cpu and memory numbers are as high as they've been since I started this ordeal....freezing. First call to support tonight, without any identifying information, I was told it was my "processor" at fault and I needed to call the computer manufacturer. I told the man, I had again, checked drivers today both with Microsoft and a 3rd party program and everything was as it should be. When I told the man his was the fourth excuse and I needed specific information, he hung up on me. Second phone call to support....I'm told my system is not compatible with Win 10. This is after two phone calls earlier today with support techs who told me, as long as I had at least 4g, everything was fine for a clean install. (I hate to state the obvious but, when initiating the upgrade, I distinctly remember the system checking for "compatibility".) Second tech tonight tells me my system is not on the Microsoft "list" of manufacturers/models that are compatible. When I asked why multiple techs had not told me that before, she started her spiel all over again. I have invested not hours, but days in this mess and, initially I was dumb enough to think I was talking to half-way intelligent, trained technicians; however, I was wrong. I will not put in print what I think about Microsoft and Win 10 but I will express my thoughts to every single person I know and to many I don't know in whatever way I can find. I am left with a computer that is not functioning. I didn't realize last night when I "titled" this how much more meaningful it would be this evening. Thank you Microsoft for your attention to your customers and I'm so sorry I stupid enough to believe.