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Call for compensation over bungled Windows 10 upgrades

Paloma Kubiak
Written By:
Paloma Kubiak
Posted:
Updated:
22/09/2016

Hundreds of consumers have complained about Microsoft’s Windows 10 update, prompting a campaign group to call for compensation over the problems.

Computer users who upgraded to Windows 10 have complained that their PCs have been adversely affected, such as with printers, wifi cards and speakers no longer working, instances of lost files and email accounts no longer syncing.

In some exceptional cases, users were even forced to pay a professional to repair their PCs.

A survey by consumer campaign group Which? found that of the 5,500 polled, 2,500 had upgraded to Windows 10 and 12% ended up switching back to their previous operating system.

Many also reported they were ‘nagged’ by Microsoft alerts to upgrade and despite rejecting notifications, the software was still installed.

And when contacting Microsoft about the problems they experience, a number complained about poor customer service.

As a result, Which? is calling on Microsoft to improve its customer service and repair, and compensate its customers where appropriate.

It said consumers may not be aware of their rights under the Consumer Rights Act 2015 when it comes to ‘digital content’, such as Windows 10.  These include:

  • Just like other goods, digital content must be of satisfactory quality, fit for a particular purpose and as described by the seller. If the content is faulty you’re entitled to a repair or replacement.
  • You can also ask for your money back, up to 100% of the cost of the product.
  • In many cases, if the faulty digital content damages your device or other digital content, you can have these repaired or be compensated.

Alex Neill, Which? director of campaigns and policy, said:We rely heavily on our computers to carry out daily activities so, when they stop working, it is frustrating and stressful. Many people are having issues with Windows 10 and we believe Microsoft should be doing more to fix the problem.”

Responding to the Which? research, Microsoft, said: “The Windows 10 upgrade is designed to help people take advantage of the most secure and productive Windows. Should someone need help with the upgrade experience, we have numerous options, including free customer support.”


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