Ms support chat service, procedure changed?

clayto · 18 Jul 2020

When I have got totally stuck and even this Forum has not helped, I have on a number of occasions got the issue resolved via the MS Support Chat Service, so I tried this with regard to the total failure of Bluetooth. This time the experience was quite different and not satisfactory. In the past the Chat has been conducted via Chat Windows and sometimes the issue has been sorted by the Tech Advisor taking over control of my PC remotely. Now it seems to be different. The Chat was largely conducted via email which I found slow and confusing, though there was some to and fro between email and a Chat window. Maybe it will improve with experience. There was no offer to take remote control and nothing was achieved, I was just advised to try (from memory) a 'Clean Boot', or was it a 'Repair Boot'?

Before I try again I would welcome an explanation of the fix suggested plus does anyone have any experience of the new arrangement for getting help via a Chat from MS?

NavyLCDR · 18 Jul 2020

Social distancing maybe? Not wanting to spread the virus over live chat?

Ghot · 18 Jul 2020

I've had to deal with them a view times since the coronavirus began. Instead of working at Microsoft (where they could yell: Hey has anyone had to deal with this problem before), they are now working from home, as per, a few of the techs.

This means they have to "look everything up" if they don't know the answer right off.

"Getting" to chat with the tech advisors is a bit harder than normal but still doable. As for Remote Support, since the coronavirus they seem to have stopped this as well. According to the tech advisors I chatted with... this was due to the fact again, that they were no longer on work computers, but rather, their personal home computers. These home computers ofc, do not have the advantage of the MS workplace's computer's much better security.

Btw, this is NOT just the case with Microsoft... I've noticed this with quite a few tech support companies, I've had to deal with in the last 3-4 months.

One day, this will all be done with and you'll be able to let MS fondle your computer... once again.