Expect Long Waits to Get Microsoft's Help With Windows 10 Upgrade
NEWS ANALYSIS: The popularity of the Windows 10 upgrade means that there are a lot of questions and long waits for Microsoft to answer them.When I called Microsoft to ask about an unexpected screen when I tried to log on to Windows 10 on a freshly upgraded computer, I already knew there would be a wait. Still, it was a surprise when the computerized voice on the other end of the line said that I could expect a call back in 465 minutes—which is just less than 8 hours. A quick calculation told me that I would get a call back from tech support in the middle of the night. Sure enough, when I got into my office the next morning, there were two voicemail messages waiting. Both were the automated voice from Microsoft letting me know that I'd received my return call just before midnight. So the next day, I tried again, and this time I was given a call-back time about six hours into the future. The time came and went, and there was no call. I left work, and the call eventually came in, again late at night and again, long after the time it was promised.
Eventually, I realized that I might skip some of the long wait if I called the number that came with my paid support contract for Windows. But those times were just as far into the future as the free tech support. Meanwhile, my computer continued to boot into something called the "Error Recovery Mode." Fortunately, I'd been able to get past this on my own to get my work done.