Recently, Microsoft Corporation (NASDAQ:MSFT) has been making a push to roll out Windows 10 to more users, with a lot of computer users still on Windows 7 or Windows 8. In fact, Microsoft is pushing so hard to get customers to upgrade to Windows 10 that it soon will become an optional update, then next year a recommended update, on Windows 7 and Windows 8 computers. While Microsoft continues to push Windows 10, it seems a little troubling that some PC makers’ tech support teams are telling customers to either avoid Windows 10 or uninstall Windows 10 and downgrade to Windows 8 or Windows 8.1.
The PC tech support teams that are telling people to downgrade from Windows 10 are coming from Dell and HP, and this is troubling if you are truly looking for tech support for your computer. The most troubling part is that since Microsoft is making Windows 10 a free upgrade, there are going to be more calls coming into the tech support centers regarding Windows 10, but a lot of these calls are people simply not understanding the operating system itself. Instead of handling these calls with true tech support, it is leading to customer service agents to fall back on the old standby of it being better just to downgrade your operating system. You can think of this as the old saying “did you turn it off and back on?” which used to be the saying tech support would always give you when you would call with a problem, and actually is still the old standby when you first call tech support.
This all was found out because LaptopMag, which is a popular website, has been calling up tech support after upgrading to Windows 10 for some minor issues they needed help with. This website actually does call tech support lines annually just to see what the response call times are and get information about how tech support is or isn’t helping those out there with computer related issues. You can kind of think of LaptopMag as a consumer reports group, since they often gather information about how tech support is treating their customers and how quick or efficient they are at their jobs. Well, this time LaptopMag called about Windows 10 and the entire staff was surprised at how often “you should downgrade your operating system” was uttered by these PC tech reps. It was even happening in instances where it was a minor issue that had to do with settings, and there would be absolutely no need to downgrade the operating system.
To give you some insight into what was going on over at Dell, one of the service calls to Dell was about a simple issue of changing the touchpad scrolling direction, which is a pretty straight-forward minor issue. Whether you are on Windows 10 or Windows 8.1, this is a simple fix since you just right-click something in the system tray and then change a setting. Even though this is a very simple fix, the solution the Dell representative gave was “There are a lot of glitches in Windows 10” and then recommended that Windows 10 be uninstalled to solve the issue. On top of that answer, the person transferred them to another representative who managed to tell them the right way to fix the issue sans deleting Windows 10 and downgrading to Windows 8.
Another call was a 57-minute call to HP, which was about trying to get a CoolSense temperature control application working again after the upgrade to the new operating system. This agent offered the person the same advice, which was downgrade from Windows 10 to another operating system, because for this issue, the Windows 10 version did not support the application on the HP website. It seems there was not another fix in this instance, but the representative was quick to mention downgrading instead of talking about how the feature is not supported yet in Windows 10.
LaptopMag did report interestingly enough, the web-based chats and using Twitter were more effective at getting proper support with Windows 10 and other issues, compared to calling the PC reps over the phone.