How Microsoft annoys its customers.
I run both Apple and Microsoft computers.
I succumbed to a Microsoft desktop because some of the software that I want to run does not run on an Apple. If I had my choice, I’d tell Microsoft to shove off.
Somewhere along the line, Microsoft has forgotten that this is my computer – not theirs.
Ok, I get that the frustration from the swarm of viruses and other nasties that plaque the Microsoft environment is a fact of life and really it isn’t Microsoft’s fault so I should shrug my shoulders and put up with the inconvenience.
But hijacking my computer’s internet browser is most definitely its fault.
This is a deliberate act on the part of Microsoft to force me to do something that I don’t want to do. And I really, truly, absolutely object to it.
So there is an upgrade for Internet Explorer that is now available.
I have been offered the upgrade through Microsoft overwriting my default home page (Google) with its prompt for me to upgrade. I don’t want to upgrade.
I’m happy with what I have and have heard that the new stuff has bugs.
So at first I ignore it. The first few times I just close it down by heading straight to other tabs. But it’s niggling at me. It just doesn’t seem to get the hint to go away. I head back to Internet settings and attempt to overwrite the Microsoft overwrite with my preferred home page which is Google. (Perhaps that is part of the problem? Microsoft doesn’t like Google, but hey that’s not my fault.)
Last time they did this to me, in sheer frustration I even called Microsoft to ask them how I could remove it. Let me say, by the time I’ve been driven to call a foreign call center and speak extra s-l-o-w-l-y so the person taking my call understands me, I’m really cross.
Then, when they tell me that the best way to overwrite it is to upgrade, I’m about to boil. Do they have a simple 1-2-3 way for me to rid myself of something I clearly do not want? Err, nope.
Now, I have seen various posts around the Internet on this subject (and this is the second time now that Microsoft has hijacked me) so I know I’m not alone. Other people too find this habit of Microsoft’s to be intrusive and annoying.
There are even suggestions for fixes. If I was more technical perhaps I would even attempt it. As it stands, though, like the majority of users I am not sufficiently competent to be comfortable about tackling a tweak to the registry.
Customer satisfaction 101. Don’t do what Microsoft does.
Here is a good simple lesson in good customer relations. Don’t do what Microsoft does. Walk a mile in the shoes of the average Microsoft user. On the whole, I bet they are just like me.
1. I’m the customer so I want to make the choice.
I’m the customer, it’s my computer and I should be able to decide what I download into it in terms of software. Your job, Microsoft, is to make that choice easy for me. Thanks for telling me there is an upgrade, if I want it. If I decide to opt-out, you should make that easy for me too. And by the way, Apple does make it easy, in case you were wondering.
2. I don’t recall giving you permission to take over my computer.
I don’t remember giving you unfetted permission to hijack my computer as you see fit. If I did, I want to rescind that permission immediately. Just in case you missed my earlier message, it feels intrusive and annoying when one day, out of the blue, you take over my Internet browser. So much so that I’m using Google Chrome because of it. I’m guessing that driving me to your competitor isn’t part of your grand plan?
The fix is simple. It’s called a No Thanks button.
A simple fix is a no thanks button. If there is one on the screen, though, it’s time to check my specs. I sure can’t see it. So by my standards Microsoft has made it hard for me. In 101 terms, they’ve delivered lousy customer service.
Worse though, it’s ultra rare that a company has the kind of brand lock that Microsoft enjoys. I mean, what percentage of the world’s computers have Microsoft operating systems? And yet they treat their customers this way.
Competition is already here. Apple computer sales are thriving.
People like Chrome and love Firefox so it’s only going to get worse for Microsoft if they don’t take better care of us.
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