Microsoft needs to act as users are hit by Windows 10 update woes

After receiving hundreds of complaints about Microsoft’s Windows 10 update, Which? is calling on the tech powerhouse to honour consumers’ rights, including paying compensation where it’s due. 

Which? surveyed views on the upgrade from over 5,500 Which? members in June this year. Of the 2,500 users who had been upgraded to Windows 10 from an older version of Windows, more than one in ten (12%) ended up rolling back to their previous version of the operating system.

More than half of that group stated that this was because the upgrade had adversely affected their PC.

Many have complained about being ‘nagged’ by Microsoft alerts to install the new update and, despite declining notifications to install the software, they told Which? Windows 10 installed itself anyway.

Once installed, people reported various problems, including printers, wi-fi cards and speakers no longer working with their PC; instances of lost files and email accounts no longer syncing; and, most significantly, their computer encountering such problems that they had to pay someone to repair it.

There have also been complaints about poor customer service from Microsoft when users contacted the company about the problems they are having.

Which? is shining a light on the problem and calling on Microsoft to improve its customer service and repair and compensate its customers where appropriate. ​

Consumers may not be aware that they have 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.”

Notes to editors

  1. Survey – Which? surveyed 5,596 members in June 2016 to ask a range of questions relating to their experience of Microsoft’s Windows 10 update
  2. Microsoft response to research: ‘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.’
  3. Consumers rights – for more information on your consumers rights relating to digital content, visit http://www.which.co.uk/digital-rights
  4. Which? guide to Windows 10 – for more information on Microsoft’s Windows 10 update, visit http://whi.ch/2clIUeZ
  5. Your experience – Which? wants to hear from those affected by the Windows 10 update and can e mail techresearch@which.co.uk

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