In a statement, Which? said it has received over 1,000 complaints from Windows 10 users since the operating system’s launch in July 2015. After previously coming under fire for its deceptive upgrade practices, Microsoft is now being asked to “honour the rights” of consumers who have been left with broken, malfunctioning or sluggish computers after installing Windows 10.
Problems allegedly caused by the operating system include deleted files and data, broken email synchronisation and “significant” system slowdowns that required third-party intervention. There’s a large catalogue of known hardware problems, including incompatible device drivers, broken printers, speakers and Wi-Fi cards and disappearing peripheral devices. Last month, Microsoft was forced to admit it broke millions of webcams with the Windows 10 Anniversary Update. It is still working on a fix.
Which? also condemned Microsoft’s approach to customer support. The company is known for being difficult to contact and its representatives often have little knowledge of the issues a customer is facing. Asking questions on the company’s official forums tends to yield generic responses that rarely solve the user’s issue. The company tends not to comment on significant problems until they gain widespread media attention.
In a statement to Which?, Microsoft avoided the allegations brought against it. It described Windows 10 as “the most secure and productive Windows,” adding it has “numerous options, including free customer support” available if users need advice during the upgrade.
Which? called on Microsoft to do more to help its customers. It said the company should honour the rights of consumers who have encountered problems when using Windows 10. Under the Consumer Rights Act 2015, Microsoft may be required to pay compensation if it is found to have degraded a user’s experience without warning or providing a simple way to opt out.
“Following the launch of Windows 10, we’ve received over 1,000 complaints from Which? members about the software. We’re calling on Microsoft to take action and honour the rights of consumers who have been adversely affected by the upgrade,” said Which? “With a range of problems caused by the update, many feel that Windows 10 has been foisted on them like an unwelcome house guest.”
Earlier this year, Microsoft dropped its appeal against a $10,000 lawsuit from a Californian business owner whose computer “slowed to a crawl” after the update installed itself. It’s possible more cases like this may crop up in the coming months.
This is far from the first time Microsoft’s Windows 10 has been slammed by consumer rights groups. Last month, the Electronic Frontier Foundation (EFF) blasted the company for its “blatant disregard” to user privacy in Windows 10. It warned Microsoft could soon lose its reputation as an industry-leading company if it doesn’t provide clearly-labelled options allowing users to opt-out of its data collection policies.
