Public Mediation

B.L. vs. Microsoft Corporation

Microsoft Maliciously Infecting Windows 7 Computers With Its Own Virus

B. L. vs. Microsoft Corporation
1 Microsoft Way, Redmond, Washington, 98052-8300, United States
Amount Involved: Other terms
Complaint(s): Bad business practices | Other
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 4513045
    • Amount Involved: N/A
    • Filed On: May 17, 2016
    • Posted On: May 28, 2016
    • Complaint(s):
      • Bad business practices
      • Other
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"I am writing to complain about an invasive and probably illegal practice of Microsoft.

For several days I received notices on my Windows 7 computer that my operating system would be automatically upgraded to Windows 10 in 15 minutes, and a digital clock began to count down. There was never an option to decline. Only an option to upgrade later. So I routinely hit the red X to get rid of it.

Today I walked away from my computer while it was running, to get a snack. When I came back, Windows 10 was automatically being installed. I couldn't stop it. When the install was finished, some legal documents popped up giving me the option of clicking to accept or decline. I declined. A message then popped up that Windows 7 was being re-installed. I was very upset that Microsoft had invaded my computer that way without my permission. I was concerned that the automatic upgrade would probably happen again.

I called the Windows help number. I was given a case # of 1339821579. A helpful gentleman named Ravi, who had a strong Indian accent, then spent 1 hour and 10 minutes eliminating the automatic upgrade program from my computer and restoring my computer to normalcy by linking in and re-configuring my computer while I watched. It was, frankly, rather frightening to see a stranger, possibly on the other side of the world, checking on and changing many of the settings in my computer, working so fast and in such remote areas of my computer that I could not understand what he was doing. Several times I asked what he had just done and he replied "Don't worry, I am just fixing the problem." I had no choice but to trust him.

None of this would have been necessary if Microsoft had not seeded my computer with what was essentially an unwelcome virus. I think Microsoft should be ordered to cease and desist from such tactics. I resent the invasion and the waste of at least 70 minutes of my time defending the security of my computer. I also resent that the invasion took place right at the beginning of a telephone conference call in which I was supposed to participate, but I could not participate properly because my computer was being automatically upgraded by an invader that could not be stopped----the screen gave no option for stopping the upgrade and clearly warned "DO NOT TURN OFF YOUR COMPUTER."

Case #1339821579 at Microsoft Customer Service

"
...
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Claimant timeline (1) - Hide
  • 05-17-2016 — Pop-ups began appearing on my computer stating that an automatic free upgrade to Windows 10 would begin in 15 minutes.
What Claimant Wants Hide
What By When How Much
1. Apology: I want you to apologize for violating my computer and therefore my personal privacy with what was essentially a virus, forcing me to subject my computer to another invasion by a stranger to correct the initial violation. Jun 01, 2016 N/A
2. Change of policy: I want to hear that Microsoft recognizes the seriousness of what it has done to me and probably hundreds of thousands of other customers and that it will cease and desist and undue any damage done or make whole those who have been harmed. Jun 01, 2016 N/A
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Microsoft Corporation. This claim will remain posted until resolved
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