Microsoft Tech Support
Content
Microsoft customer support services
Contact information and hours of operation
To contact Microsoft Customer Service and Support, telephone (800) MICROSOFT (642-7676). In Canada, call (877)568-2495. Microsoft Customer Service hours of operation: o Monday through Friday, 5:00 AM - 9:00 PM Pacific Time o Saturday and Sunday, 6:00 AM – 3:00 PM Pacific Time
- United states
Assignment by: Sandeep kumar Roll no. 23 PGDM Div A ITM Chennai
CUSTOMER: Dials respective number Call goes to MCSS (Microsoft customer support services- United States) Support representative from MCSS collect and verifies following details: Name, contact details, shipping address, serial number of the software and issue faced by the customer. They generate a CASE ID for the particular issue and transfer the call to respective department. All the technical issue related calls land up to India (SUTHERLAND or CONVERGYS) . Representative has to pick up the call in the first ring itself REPRESENTATIVE: Thank you for calling Microsoft windows XP technical support. My name is San, how may I help you? CUSTOMER: Hi san, this is Harry here.. I am unable to boot to my desktop and it shows NTLDR missing. REPRESENTATIVE: Oh.. so from what you have explained me Harry, I understand you are unable to boot to your desktop and it shows NTLDR missing error message, is it correct? CUSTOMER : you got it right REPRESENTATIVE: I totally understand the trouble you are facing right now and do not worry at all Harry, it is nothing but a windows file is missing and it can be fixed easily by restoring your system to an earlier date. But before we proceed I would like to inform you that system restore is a very simple process and you will not lose any data from your PC. So shall we proceed? CUSTOMER : hope so, Go ahead REPRESENTATIVE: Restart your computer and start tapping function key F8 when it reboots. CUSTOMER: I have referred to similar articles before and have tried to go to safe mode but it does not allow me to do so. Customer gets IRATED; you Indian guys are useless and always try to waste our precious time and money. Transfer my call to someone from US REPRESENTATIVE: I am extremely sorry Harry and I apologise that you have already tried to reboot your system in safe mode but it does not allow you. And Harry we are globally centralised to I cannot assure you if I transfer your call to someone else, he would be from US. But what can I assure from my side is if you spend your another precious twenty minutes with me then you will definitely
be able to boot to your desktop because I am going to use my best skills to troubleshoot your problem. CUSTOMER: Ok, so what should I do now REPRESENTATIVE: Kindly insert your windows XP disc into your disk drive and restart your computer. Technician follows the following steps as per the resources provided on Support.microsoft.com
XPP/XPH/Windows XP Manual System restore in Recovery console
Number Created Region : : : SOX050812700017 08/12/2005 US
TITLE: XPP/XPH/Windows xp Manual System restore in Recovery console *** Problem Description *** Whenever the computer does not boot with error message LSASS.EXE entry point not found or any corrupted registry hive or in a loop while booting or in NTLDR missing even after copying the file and running a chkdsk in windows xp.
Step 1: *************************** Boot with the windows XP CD At "Welcome to setup screen" Press R Select the appropriate path for windows and press enter If it asks you for the administrator password, type the administrator password and press enter or just hit enter We will now see the Prompt c:\windows> Step 2: *************************** cd system32\config ren system system.old ren software software.old ren SAM SAM.old ren security security.old ren default default.old
website.
Then type cd Type cd system~1\_resto~1 and press Enter If you get "access denied" (Error) then Restart the computer by type Exit and get back to recovery console type cd \ and it will display C:\> type cd system~1\_resto~1 and press Enter Step 3: *************************** Type dir It will list you restore points (e.g. RP1, RP2, RP3, RP4, etc...) Select the one from the list except the last one Say RP4 · type cd RP3 (or RP2 or RP1 or RPn) and enter · type cd snapshot and enter · type copy _registry_user_.default c:\windows\system32\config\default and enter · type copy _registry_machine_security c:\windows\system32\config\security and enter · type copy _registry_machine_software c:\windows\system32\config\software and enter · type copy _registry_machine_system c:\windows\system32\config\system and enter · type copy _registry_machine_sam c:\windows\system32\config\sam and enter · type exit and enter The computer restarts and the system will be Successfully restored
CUSTOMER: Restarts the computer and it boots to the desktop. His all files and documents are intact. Wonderful San, you have done an amazing job. REPRESENTATIVE: Thank you very much Harry, and I am very much sure that you will not get this kind of problem in future and even if you get, then do not get panic and immediately call us back with the same reference number. CUSTOMER: Definitely I will call you guys back if needed and I hope next time also you only pick up my call REPRESENTATIVE: My pleasure Harry.
Harry you came with an issue that you are unable to boot to your desktop because of NTLDR missing file, so we have tried out to restore your system to an earlier date manually and you are successfully able to boot to your desktop now, is it correct Harry. CUSTOMER: Exactly REPRESENTATIVE: so with your permission shall I go ahead and close this case as resolved ? CUSTOMER: yes, you can but what if I get the same problem again REPRESENTATIVE: it would not be a problem, you can give us the same reference number and we would reopen your case and our second level support will perform further troubleshooting if needed. CUSTOMER: that sounds good, thank you San. REPRESENTATIVE: So Harry, is there anything else that I can help you with now CUSTOMER: No, you have been wonderful. May god bless you. TC REPRESENTATIVE: Thank you Harry and thank you for calling MICROSOFT. Have a wonderful day CUSTOMER: You too, bye Support representative is not supposed to hang up the call and has to wait till customer disconnects from his side.
Contact information and hours of operation
To contact Microsoft Customer Service and Support, telephone (800) MICROSOFT (642-7676). In Canada, call (877)568-2495. Microsoft Customer Service hours of operation: o Monday through Friday, 5:00 AM - 9:00 PM Pacific Time o Saturday and Sunday, 6:00 AM – 3:00 PM Pacific Time
- United states
Assignment by: Sandeep kumar Roll no. 23 PGDM Div A ITM Chennai
CUSTOMER: Dials respective number Call goes to MCSS (Microsoft customer support services- United States) Support representative from MCSS collect and verifies following details: Name, contact details, shipping address, serial number of the software and issue faced by the customer. They generate a CASE ID for the particular issue and transfer the call to respective department. All the technical issue related calls land up to India (SUTHERLAND or CONVERGYS) . Representative has to pick up the call in the first ring itself REPRESENTATIVE: Thank you for calling Microsoft windows XP technical support. My name is San, how may I help you? CUSTOMER: Hi san, this is Harry here.. I am unable to boot to my desktop and it shows NTLDR missing. REPRESENTATIVE: Oh.. so from what you have explained me Harry, I understand you are unable to boot to your desktop and it shows NTLDR missing error message, is it correct? CUSTOMER : you got it right REPRESENTATIVE: I totally understand the trouble you are facing right now and do not worry at all Harry, it is nothing but a windows file is missing and it can be fixed easily by restoring your system to an earlier date. But before we proceed I would like to inform you that system restore is a very simple process and you will not lose any data from your PC. So shall we proceed? CUSTOMER : hope so, Go ahead REPRESENTATIVE: Restart your computer and start tapping function key F8 when it reboots. CUSTOMER: I have referred to similar articles before and have tried to go to safe mode but it does not allow me to do so. Customer gets IRATED; you Indian guys are useless and always try to waste our precious time and money. Transfer my call to someone from US REPRESENTATIVE: I am extremely sorry Harry and I apologise that you have already tried to reboot your system in safe mode but it does not allow you. And Harry we are globally centralised to I cannot assure you if I transfer your call to someone else, he would be from US. But what can I assure from my side is if you spend your another precious twenty minutes with me then you will definitely
be able to boot to your desktop because I am going to use my best skills to troubleshoot your problem. CUSTOMER: Ok, so what should I do now REPRESENTATIVE: Kindly insert your windows XP disc into your disk drive and restart your computer. Technician follows the following steps as per the resources provided on Support.microsoft.com
XPP/XPH/Windows XP Manual System restore in Recovery console
Number Created Region : : : SOX050812700017 08/12/2005 US
TITLE: XPP/XPH/Windows xp Manual System restore in Recovery console *** Problem Description *** Whenever the computer does not boot with error message LSASS.EXE entry point not found or any corrupted registry hive or in a loop while booting or in NTLDR missing even after copying the file and running a chkdsk in windows xp.
Step 1: *************************** Boot with the windows XP CD At "Welcome to setup screen" Press R Select the appropriate path for windows and press enter If it asks you for the administrator password, type the administrator password and press enter or just hit enter We will now see the Prompt c:\windows> Step 2: *************************** cd system32\config ren system system.old ren software software.old ren SAM SAM.old ren security security.old ren default default.old
website.
Then type cd Type cd system~1\_resto~1 and press Enter If you get "access denied" (Error) then Restart the computer by type Exit and get back to recovery console type cd \ and it will display C:\> type cd system~1\_resto~1 and press Enter Step 3: *************************** Type dir It will list you restore points (e.g. RP1, RP2, RP3, RP4, etc...) Select the one from the list except the last one Say RP4 · type cd RP3 (or RP2 or RP1 or RPn) and enter · type cd snapshot and enter · type copy _registry_user_.default c:\windows\system32\config\default and enter · type copy _registry_machine_security c:\windows\system32\config\security and enter · type copy _registry_machine_software c:\windows\system32\config\software and enter · type copy _registry_machine_system c:\windows\system32\config\system and enter · type copy _registry_machine_sam c:\windows\system32\config\sam and enter · type exit and enter The computer restarts and the system will be Successfully restored
CUSTOMER: Restarts the computer and it boots to the desktop. His all files and documents are intact. Wonderful San, you have done an amazing job. REPRESENTATIVE: Thank you very much Harry, and I am very much sure that you will not get this kind of problem in future and even if you get, then do not get panic and immediately call us back with the same reference number. CUSTOMER: Definitely I will call you guys back if needed and I hope next time also you only pick up my call REPRESENTATIVE: My pleasure Harry.
Harry you came with an issue that you are unable to boot to your desktop because of NTLDR missing file, so we have tried out to restore your system to an earlier date manually and you are successfully able to boot to your desktop now, is it correct Harry. CUSTOMER: Exactly REPRESENTATIVE: so with your permission shall I go ahead and close this case as resolved ? CUSTOMER: yes, you can but what if I get the same problem again REPRESENTATIVE: it would not be a problem, you can give us the same reference number and we would reopen your case and our second level support will perform further troubleshooting if needed. CUSTOMER: that sounds good, thank you San. REPRESENTATIVE: So Harry, is there anything else that I can help you with now CUSTOMER: No, you have been wonderful. May god bless you. TC REPRESENTATIVE: Thank you Harry and thank you for calling MICROSOFT. Have a wonderful day CUSTOMER: You too, bye Support representative is not supposed to hang up the call and has to wait till customer disconnects from his side.
