Users let down by Microsoft upgrade

Many Microsoft clients are getting frustrated with the new Windows update that somehow became mandatory. Some computers just stop working after the update, which isn’t the best thing both for the company and for the customers.


Microsoft had to pay $10,000 to Teri Goldstein, a businesswoman from California, as because of the update her PC didn’t work properly. This malfunction harmed her business in traveling industry, so she asked for a refund. And Goldstein isn’t the only person who suffered from the Windows 10 update.

For example, 79-old David Adams manages his business and communication with the help of his PC. After an unsuccessful update from Windows 7 to Windows 10, the computer just stopped working. The same thing affected his wife – 75-old Angela was frustrated by the disappearing of the software she used to have. They needed to spend £245 to make computer experts in their town return their computers to the familiar Windows 7.

David, who runs a distribution business, said: “Without my consent, Microsoft attempted to automatically install Windows 10 on my PC. It was unsuccessful and a screen message told me my original system was being reinstalled. After three or four hours my screen went black, accompanied by a loud mechanical drumming sound from the speakers.”

Microsoft’s upgrade plan

Since January 2015, millions of Windows PC users will have seen the incessant pop-ups highlighting the benefits of the new software. Six months later, Microsoft started allowing anyone with Windows 7 or 8 to download the new operating system, free of charge.

In October 2015 it changed tack by switching the “optional” upgrade to a “recommended” one, meaning it can happen automatically, in the same way as the latest anti-virus software and bug fixes are updated. Crucially, unless you say no, the upgrade will go ahead.

Microsoft says users always have to click “OK” before the scheduled upgrade occurs. But those who simply click “X” to close the pop-up box may not realise they too have accepted the change.

Andrew Orlowski, executive editor of The Register, a technology website, said: “Microsoft has aggressively pushed the option to upgrade to Windows 10 for almost a year. The company has borrowed the techniques of hackers to install software on someone’s computer without their express permission. The ethics of doing this are dubious.

“Many people will have just clicked ‘later’ or ‘X’ to cancel when the pop-up window appears to install Windows 10. They only realise they have accepted when the upgrade starts.”

Windows 10 is meant to be faster and more secure than previous versions but requires users to get used to a different way of navigating the files on their computer. More than 300m computers have been upgraded, according to Microsoft.

David Adams’s experience

Adams found out about the upgrade attempt when his computer crashed. He said: “Both Angela and I repeatedly said no to the upgrade, despite the constant bombardment.

“I am not against upgrading. From experience, I know new operating systems can have problems, so I normally wait a few years. But the upgrade should happen when I choose and not when Microsoft decides.”

The company refunded the couple the £245 they spent fixing the problem after being contacted by Money but others may not get a penny.

Microsoft declined to say whether other people who have the same problem will receive a refund.

It said: “We don’t discuss specific customer support situations but we are committed to ensuring our customers have a great upgrade experience, offering free customer support for anyone that needs it.”

Add Your Comment