There are several reasons why people might call the Microsoft Product Support number, including to get help with one of Microsoft’s apps, such as Word, Excel or Microsoft Windows. I called the product support number, 800-386-5550, because I had a question about why my OneDrive app does not work consistently.
An automated voice response system answered my call and welcomed me to Microsoft Support. The system voice explained that the company may record the call to improve the quality of products and services and also for training. It said they may transfer the information from this call to other countries.
Next, the system offered instructions for how to get help on this line. For technical support, the voice told me to press 1. I could press 2 for billing or renewal help and 3 for password reset. I selected the “otherwise” option, which was 4. I hoped by making that choice, the system would send me to a human. The system told me to hold while it connected my call, thanked me again for calling and repeated the information about recording the call.
The system told me it needed to know if I was a home user, business user, or Microsoft partner. I stated that I was a home user, and the voice said it looked forward to helping me. It asked me what I needed help with. When I answered “OneDrive,” the system told me I should visit help.microsoft.com for assistance. It repeated the information and asked if I would like to hear it again. When I answered “no,” it thanked me and ended the call.
Based on my experience, there’s no reason for a home user to call the Microsoft Product Support number. Calling the number made me listen to an automated system that directed me to a website for help.
People may call the support number because they hope speaking to a knowledgeable customer service associate might solve their problems quickly. I wondered if pressing 1 for technical support would have sent my call to a human; however, that’s doubtful. Based on my interaction with the automated system, pressing 1 would have landed me at the same destination — help.microsoft.com.
When the automated system told me I would get assistance during the call, I expected to speak to someone who might help solve my problem. It seems that home users must go online to find solutions. It might be better if the system asks the caller to identify that they are a home user at the outset and then directs them to the website.