Windows 10: Misinformation Directly From Microsoft Tech Support Team re: Reinstalling Windows 10...

Nickerz_2020 · Jun 15, 2020

Microsoft,

I hope you read this entire post. I know it's long but you will see the obvious issue here is lack of training. I included the case #'s in hopes someone will look this up to confirm which agents and supervisors are spreading misinformation about your products and hoping more people aren't swindled into paying money for something that is free, like I almost did.

Case #: 1006245916 but then agent changed it to 1006245416 and I later found out that ...5416 is not a valid case # - yeah, it starts off like this, imagine what's next lol!

On 6/12/20 I spoke to two different agents at Microsoft about reinstalling Microsoft Windows 10. The first agent didn't get his name was in tech support and the second agent Christian was in sales but said he used to work in tech support. Both agents insisted I needed to purchase Windows 10 later I found this NOT to be true!. I explained I did a factory reset and my PC reverted my operating system back to Windows 7 Pro which is what it came with when I purchased it so I just needed to reinstall Windows 10 from the free upgrade I received.

The first agent told me there is no way to reinstall Windows 10 for free. He even went to his supervisor to confirm I would still need to purchase Windows 10. However, when I asked him why the Microsoft community forums all say Windows 10 can be reinstalled without having to purchase it again...

Forum Example #1

Forum Example #2

Start fresh with a clean installation of Windows 10

...he didn't have an answer but still insisted there is no way to go back to Windows 10 unless I buy it. Then I asked him aboutMicrosoft's Media Creation Tool. Only then did he acknowledge this can be used but he then warned me that I can download Windows 10 again using this tool but I won't be able to activate it, so it will work but my Windows 10 would not have the full features i.e., I wouldn't receive automatic updates etc. and then said if I wanted the full version I would have to pay $139 for the Home version or $199 for the Pro version. Again, I don't know why he held this information about the Media Creation Tool back from me until I brought it up. He then said if I want to purchase the full license, he would need to transfer me to their sales department.

After I was transferred, I spoke with Christian in sales he later said he used to work in tech support so I felt I could trust getting a 2nd opinion from him - and remember...I'm speaking directly to the source...Microsoft and two different agents and apparently a supervisor was part of this misinformation! So just remember this part in the end. So I explained my issue to him and Christian also confirmed there was no way to get Windows 10 back on my PC unless I purchased the full license. He said Microsoft stopped supporting Windows 7 in January 2020 and I won't be able to download the free copy again so I will now have to pay for Windows 10. I then asked Christian about the Media Creation Tool and he also said it wouldn't be the full version. I then told him I had Windows 7 Pro so can I assume my free upgrade was 10 Pro? But he said it was most likely the Home version not the Pro WRONG!. Then this agent started explaining why the Media Creation Tool won't work. He said Media Creation Tool is a copy of Windows 10 and can only be used for Windows 10 but now that I have Windows 7 after my factory reset, I can't get Windows 10 unless I purchase it.

So I assumed this was all true since I spoke to two different agents from Microsoft and since the first agent put me on hold to ask his supervisor and came back and confirmed I must purchase Windows 10.

HOWEVER! I then called Norton Ultimate Help Desk. This is a service I pay for and Norton's tech told me that Microsoft is WRONG! Norton told me "the activation for Windows 10 will not be an issue because my PC will have a digital entitlement key stored on the Microsoft Activation Servers. Guess what? Norton was correct and Microsoft was wrong! Why in the world Norton has to get this right is SOOOO wrong on so many levels. Just think about the irony in all this! So the Norton tech took control of my PC via remote session, then he went to Microsoft's Media Creation Tool, downloaded it and it WORKED! I was never prompted for any activation key, I didn't have to pay anything and guess what was installed...Microsoft Windows 10 Pro not Home version contrary to what Microsoft assumed.

See screenshot below of successful Windows 10 Pro installed on my PC...

I can't begin to tell you how disappointed I am to know that I went to the source - Microsoft, then I spoke to not one, but two different agents and one of those agents checked with his supervisor and nobody at Microsoft could give me accurate information. Instead, if I listened to Microsoft, I would have paid $139-$199 that I didn't have to! I wonder how many customers have already done the same!!!?

So I ask you to look up this case #1006245916. I also feel it's important to note that when I called Microsoft back today on 6/14/20 and I spoke to another Microsoft tech Case #: 1006300548 who confirmed the techs I spoke to the other day were not giving me accurate information this tech today at Microsoft assumed I must have called the wrong # and assumed I didn't speak with Microsoft because of the misinformation I was given the other day - yeah, it was that bad that he just assumed I spoke to someone else claiming to be Microsoft. However, I then told him it was in fact Microsoft because they sent a survey after the call! He was embarrassed. This tech today also went on my PC and confirmed I have the full version of Microsoft 10.

I would also like to point out that my call today 6/14/20 with Microsoft case #: 1006300548 went very well! This tech knew what he was talking about, apologized for the misinformation I received the other day and fixed another issue I had! But talk about night and day experiences with your tech support team!

Microsoft. Please start providing the Microsoft tech team better training and please, please make sure those two agents I spoke with on 6/12/20 do NOT continue to tell your customers wrong information and make them pay money they don't need to, like I almost did! Goodness!

:)

Brink · Jun 15, 2020

Microsoft teams up with Better Business Bureau on tech support scams

Tech support fraud is a growing problem at home and abroad, with hundreds of thousands falling victim to fraudsters claiming to be from reputable technology companies and peddling unnecessary “repair services” for phony computer viruses or malware. Today, the Better Business Bureau (BBB) released a new report, “Pop Ups and Imposters: A BBB Study of the Growing Worldwide Problem of Tech Support Fraud,” which includes facts and insights from Microsoft, the U.S. Federal Trade Commission and others.

We encourage you to check out this report and help raise awareness about this growing issue by sharing it with your family, friends, and colleagues, and via social media.

Tech support scam trends

The FBI’s most recent Internet Crime Report lists tech support fraud in its top cybercrime trends, costing victims nearly $8 million in 2016 alone. Since 2015, Microsoft has received over 300,000 customer reports of tech support fraud, and according to our global survey conducted in 2016, two out three consumers have experienced this type of scam, with one in five losing money to the fraudsters.

Combatting tech support scams

Microsoft’s Digital Crimes Unit (DCU) is a unique group of cybercrime-fighting investigators, analysts and lawyers committed to combating this type of fraud and protecting consumers from becoming victims. Our DCU team and experts across Microsoft use innovative technology to detect how scammers are operating and make referrals to law enforcement. We also work to raise awareness and educate consumers about tech support scams through partnerships with organizations, including the Better Business Bureau and AARP, among others.

Tips to stay safe online and avoid falling victim to scams

Here a few key tips to keep in mind if you receive a notification or call from someone claiming to be from a reputable software company:

Be wary of any unsolicited phone call or pop-up message on your device.

Microsoft will never proactively reach out to you to provide unsolicited PC or technical support. Any communication we have with you must be initiated by you.

Do not call the number in a pop-up window on your device. Microsoft’s error and warning messages never include a phone number.

Never give control of your computer to a third party unless you can confirm that it is a legitimate representative of a computer support team with whom you are already a customer.

If skeptical, take the person’s information down and immediately report it to your local authorities.

We also encourage everyone to report their experiences with tech support fraud to your local authorities and to Microsoft at Tech Scam Survey.
Click to expand...

Source: Microsoft teams up with the Better Business Bureau to issue warning on tech support scams - Microsoft on the Issues

MrGenius · Jun 15, 2020

[Solved] Windows 10 keeps reinstalling KB3119142

I noticed quite some time ago that KB3119142 (Update for Microsoft Visual C++ 2012 Update 4 Redistributable Package) kept reinstalling itself for some reason. At least once daily. Sometimes up to several times a day. I just ignored it. It didn't seem to be doing any harm. And I figured they'd eventually fix it. Well...days turned into weeks, weeks into months, with no end to the problem in sight. It dragged on unsolved for at least the last few months. Literally reinstalling itself hundreds of(at least a hundred, felt like more) times in that period of time.

So I finally googled it a couple days ago. And just got around to fixing it today. Which appears to have worked. And it couldn't have been easier to do. I feel so stupid to have let it intimidate me for so long.*Oops!

Known issues in this update

Microsoft is aware that some Windows 10 customers are receiving multiple offers of KB3119142 through Microsoft Update even though the update is marked as successfully installed. Microsoft is working to address this issue. In the meantime, we recommend that customers who are receiving multiple offers of KB3119142 try the following methods to work around this issue.

Method 1

In Control Panel, click Uninstall a program in the Programs group.

In the programs list, locate Microsoft Visual C++ 2012 Redistributable (X64) - 11.0.61030 or Microsoft Visual C++ 2012 Redistributable (X86) - 11.0.61030, depending on your system architecture.

Right-click the entry name, and then click Change.

In the Modify Setup dialog box, click Repair.

After the repair process is completed, restart the computer if you are prompted to do this.

Method 2

Run the Modify Setup repair functionality for Microsoft Visual C++ 2012 Redistributable by starting the installer from the following Microsoft Download Center website:

Download Visual C++ Redistributable for Visual Studio 2012 Update 4 from Official Microsoft Download Center

In the Modify Setup dialog box, click Repair.

After the repair process is completed, restart the computer if you are prompted to do this.

Click to expand...

Below are links to the thread that I got the fix idea from, and the official MS support info page for KB3119142(from which I quoted the above).
http://www.tenforums.com/windows-up...-windows-10-keeps-reinstalling-kb3119142.html
https://support.microsoft.com/en-us/kb/3119142

Brink · Jun 15, 2020

Teaming up in the war on tech support scams

Social engineering attacks like tech support scams are so common because they’re so effective. Cybercriminals want to bilk users’ money. They can spend a great deal of time and energy attacking the security of a device—brute-force passwords, develop custom and sophisticated malware, and hunt down vulnerabilities to exploit. Or they can save themselves the trouble and convince users to freely give up access to their devices and sensitive information.

Microsoft has built the most secure version of its platform in Windows 10. Core OS technologies like virtualization-based security, kernel-based mitigations, and the Windows Defender ATP stack of security defenses make it much more difficult for exploits, malware, and other threats to infect devices. Every day, machine learning and artificial intelligence in Windows Defender ATP protect millions of devices from malware outbreaks and cyberattacks. In many cases, customers may not even know they were protected. Windows 10 S, a special configuration of Windows 10, takes this even further by only running apps from the Microsoft Store, effectively preventing the vast majority of attacks.

[table][tr][td]Protect yourself from tech support scams

Note that Microsoft does not send unsolicited email messages or make unsolicited phone calls to request for personal or financial information, or fix your computer.

Remember, Microsoft will never proactively reach out to you to provide unsolicited PC or technical support. Any communication we have with you must be initiated by you.

Don’t call the number in pop-ups. Microsoft’s error and warning messages never include a phone number.

[/td] [/tr] [/table]
The Windows 10 security stack greatly increases the cost for attackers. Many cybercriminals instead choose to target the humans in front of the PCs. It can sometimes be easier to convince users to willingly share their passwords, account info, or to install hazardous apps onto their device than to develop malware and steal info unnoticed.

Scammers continue to capitalize on the proven effectiveness of social engineering to perpetrate tech support scams. These scams are designed to trick users into believing their devices are compromised or broken. They do this to scare or coerce victims into purchasing unnecessary support services.

To help protect customers from scammers, we continue to enhance antivirus, email, URL blocking, and browser security solutions. However, given the scale and complexity of tech support scams, how can the security industry at large work together to deal a major blow to this enduring threat?

Still a growing global problem

In 2017, Microsoft Customer Support Services received 153,000 reports from customers who encountered or fell victim to tech support scams, a 24% growth from the previous year. These reports came from 183 countries, indicating a global problem.

Approximately 15% of these customers lost money in the scam, costing them on average between $200 and $400. In some cases, victims pay a lot more. In December 2017, Microsoft received a report of a scammer emptying a bank account of 89,000 during a tech support scam in the Netherlands.

In a 2016 survey sponsored by Microsoft, two in three respondents reported experiencing some form of tech support scam in the previous 12 months, with nearly one in ten losing money.

However, as with many social engineering attacks, it’s tricky to put an absolute number to the problem. The figures above represent reports to Microsoft. The problem is so much bigger, given that tech support scams target customers of various other devices, platforms, or software.

An organized cybercriminal enterprise

Tech support scams come in several forms, but they share a common attack plan:

Scammers initiate these social engineering attacks in many ways, including:

Scam websites that use various tactics including browser dialog traps, fake antivirus detecting fake threats, and fake full-screen error messages. Scammers lead potential victims to these websites through ads, search results, typosquatting and other fraudulent mechanisms.

Email campaigns that use phishing-like techniques to trick recipients into clicking URLs or opening malicious attachments

Malware that’s installed on computers to make system changes and display fake error messages

Unsolicited phone calls (also known as cold calls), which are telemarketing calls from scammers that pretend to be from a vendor’s support team

The complete attack chain shows that these attacks lead to the same goal of getting customers in contact with a call center. Once connected, a fake technician (an experienced scammer) convinces the victim of a problem with their device. They often scare victims with urgent problems requiring immediate action. They instruct victims to install remote administration tools (RATs), which provide the scammers access to and control over the device.

From this point on, scammers can make changes to the device or point out common non-critical errors, and present these as problems. For example, scammers are known to use Event Viewer to show “errors” or netstat to show connections to “foreign IP addresses”. The scammers then attempt to make the sale. With control of the device, scammers can make a compelling case about errors in the device and pressure the victim to pay.

An industry-wide problem requires industry-wide action

The tech support scam problem is far-reaching. Its impact spans various platforms, devices, software, services. Examples include:

Tech support scams targeting specific platforms like Windows, macOS, iOS, and Android

Tech support scam websites that imply a formal relationship or some sort of approval by well-known vendors

Fake malware detection from programs or websites that mimic various antivirus solutions

Customized tech support scams that tailor messages and techniques based on geography, OS, browser, or ISP

As in many forms of social engineering attacks, customer education is key. There are tell-tale signs: normal error and warning messages should not have phone numbers, most vendors don’t make unsolicited phone calls to fix a device, etc. To help protect and educate Microsoft customers, we have published blogs, websites, , and social media campaigns on the latest tech support scam trends and tactics. We have also empowered customers to report tech support scams.

Beyond customer education, the scale and complexity of tech support scams require cooperation and broad partnerships across the industry. The Microsoft Digital Crimes Unit (DCU) works with law enforcement and other agencies to crack down on scammers.

We have further built partnerships across the ecosystem to make a significant dent on this issue:

Web hosting providers, which can take down verified tech support scam websites

Telecom networks, which can block tech support scam phone numbers

Browser developers, who can continuously thwart tech support scam tactics and block tech support scam websites

Antivirus solutions, which can detect tech support scam malware

Financial networks, who can help protects customers from fraudulent transactions

Law enforcement agencies, who can go after the crooks

We seek to continue expanding and enriching these partnerships. While we continue to help protect customers through a hardened platform and increasingly better security solutions, we believe it’s high time for the industry to come together and put an end to the tech support scam problem. Together, we can make our customers’ lives easier and safer.

Erik Wahlstrom
Windows Defender Research Project Manager
Click to expand...

Source: Teaming up in the war on tech support scams Microsoft Secure

Windows 10: Misinformation Directly From Microsoft Tech Support Team re: Reinstalling Windows 10...

Misinformation Directly From Microsoft Tech Support Team re: Reinstalling Windows 10...

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