The Windows Update From Hell
I have spent several hours each day for more than a week now dealing with repeated system crashes created by the failure of my personal computer to update to Windows latest version, 1709, despite the fact that my relatively new Hewlett Packard 750–280st appears to more than meet all the listed technical requirements. During this time, I’ve made about a half dozen phone calls to Microsoft’s technical support line using the service provided as part of my paid annual Windows subscription. Those calls gave me access to a series of technicians ensconced everywhere from Costa Rica to the Philippines, each of whom took remote control of my system and then mostly repeated the exact same steps undertaken by previous technicians, most of which I had already tried on my own, including repeated attempts to complete a fresh installation of Windows. Each time, the technicians promised to fix the problem and then disconnected the call to allow my system to update and each time the result was exactly the same: the screen you see above.
One Microsoft technician finally suggested the problem might (might) be related to an outdated BIOS on my hard disk and referred me to the manufacturer of my computer. So I called up Hewlett Packard, where the representative assured me their service could fix my problem but only if I ponied up $59.99 for 30 days of single-issue support from their “Smart Friend” paid technical support service because my warranty had recently expired. With my back to the wall, I forked over my credit card number. And then got the exact same result, although this time I think some folks from El Salvador were involved.
I see I am not alone. In fact, it appears a whole new cottage industry has recently sprung up to separate people like me from our money as we desperately try to get back to work. There are now many third-party vendors offering paid tools which they promise will fix the Windows 1709 Update problem. This is in addition to complicated and conflicting technical self-help advice provided by Microsoft and others.
But here is the final insult: over the last few days representatives from both Microsoft and Hewlett Packard told me that my issue would be escalated to a “level 2” technician more qualified to diagnose and fix the problem who would call me back either later that day or the following day during specific time windows they offered. Obediently, I stood by the phone waiting for those calls, which never came. Maybe they were busy washing their hair. Finally, I swallowed my pride and called them again. And again, I was promised call backs at specific times which came and went without anyone ringing me back. This has now happened three times with Hewlett Packard and twice, so far, with Microsoft. Yesterday, after Hewlett Packard’s “Smart Friend” service missed their third scheduled appointment to have a level 2 technician call me back, I called them to request a refund of my $59.99. The company refused. They said I had already received the technical support I paid for.
This experience has taught me something, something that I think is worthy of a Medium column. It is something quite important:
There is, I think, a huge misconception in the technology world that the global battle over the highly-lucrative operating system (OS) market is over and that the entire market will permanently be controlled by the Microsoft-Apple duopoly. That in a world fast-approaching 8 billion people nearly every computer on earth will forever run on an OS manufactured and serviced by just one of these two big firms located on the west coast of the United States. Now, here is a little thought experiment:
Imagine if the global market for automobiles worked this same way, with just two car companies making every car on earth even though many of those cars routinely fail to start, quickly crash when they do, or become obsolete so quickly you can’t even get fair use out of their tires. That would never happen, right?
So here is my plea to the venture capitalists of the world. Please think bigger. Think about investing in or creating companies that could provide consumers around the world with more value for the substantial investments we make to own and operate personal computers (and smart phones for that matter). I realize doing so would require substantial investments. But the payoff would be enormous. What’s more, the advent of more sophisticated software tools, including open source tools, would make executing on such an ambitious business plan more feasible, in a technical sense, than ever before. There must be millions of consumers like me who would vote with our pocketbooks for a better value proposition.
In the meantime, Microsoft and Hewlett Packard, I am still waiting for your call backs. You have my number.
