App Support/Refund

Hi very upset, bought app in windows 10 store which did not work, so wanted refund. No link in store for refund, so did a web search, went on live chat, bounced me to another web chat. They advised me to phone USA, which would cost more than I paid for app, eventually got UK phone number and refund. It only took four hours. When I asked how to supply meaningful feedback regarding windows store, agent very reluctant to supply any details. Microsoft is losing market share to Apple and Google. Customers need confidence when they have a problem with an app purchase that it will be sorted quickly and without fuss. Both of you main rivals have achieved this. A app refund would have taken minutes with Apple or Google, not four hours. If you want to gain back market share, you need to improve customer experience when things go wrong. Which they will, it the natural of tech that things will go wrong and customers expect problems to be dealt with quickly. Microsoft is new to the app market and customers will measure them against how they rivals deal with these problems. Microsoft need to be a the same level as them when dealing with these problems or better if they want to complete. Using windows 10 as upgrade from Windows 7. I am thinking of buying new tablet and the poor customer experience I have receive will influence might decision on the platform I choose to buy.

Hi Harry an welcome to the forum! :)

As far as I can tell, this forum is run by some users, who maybe are connected to Microsoft in some way (e.g. because they may be working for Microsoft or so), but it is not run by Microsoft itself.

I don't know which app caused problems for you and I also don't know, who would have to refund you for that, whether e.g. it's Microsoft, who runs the store, or the publisher, who obviously published this app, or the developer, who wrote it.

If response times in the Windows Store are that much slower than they are in competitor products, then this is a point where Microsoft obviously still has to catch up.

Your conclusion fits to what I would tell you as well: If you are enough dissatisfied with a product, you should stop complaining and instead draw the consequences.