Problems with Hotmail? Tell me about it...

Response 2

2008-03-05T13:32:00.002Z

The latest response in the ongoing saga with Hotmail:

Hello Adam, Thank you for writing to Windows Live Hotmail Technical Support. My name is Joseph and I understand that you are having issues accessing your addy_pearce@hotmail.com account. You also mentioned that you are unable to download attachments. I realize the importance of your concern and the need for it to be addressed right away. Let me assist you.
Adam, I apologize for the confusion made regarding your concern. I have checked your account and verified that it is functioning properly. As an initial troubleshooting step, I recommend that you optimize your browser settings to make sure that it is not contributing to the issue. We have determined that this procedure was able to address similar concerns of other Windows Live Hotmail customers and we would appreciate it if you can also try it out on your end.
Every time that you log in to the Internet, cookies are stored in your computer's temporary Internet files or cache. Sometimes, instead of accessing the website directly from the server, your browser detects the website content from the cache. This will cause you to have difficulty in viewing some pages. Clearing your temporary Internet files and deleting your cookies usually resolves your issue. It can also maintain your browser's performance. Please refer to the steps provided below:
For Microsoft Internet Explorer 6
1. Start Internet Explorer. 2. On the "Tools" menu, click "Internet Options."3. On the "General" tab, click "Delete Cookies." Skip this step and skip step 4 if "Delete Cookies" is unavailable. 4. When you are prompted to confirm the deletion, click "OK."5. Click "Clear History." When you are prompted to confirm, click "Yes."6. Click "Delete Files", select the "Delete all offline content" check box, and then click "OK."7. Click "Settings."8. Under "Check for newer versions of stored pages", select "Every visit to the page."9. Click "View Files." When the View Files window appears, press CTRL+A to select all the files, and then press "DELETE." Skip steps 10 and 11 if there are no files in the window. 10. When you are prompted to confirm, click "yes," and then close the window. 11. Click "OK" to close the Settings dialog box. 12. Click the "Security" tab. 13. Click the Internet icon, select Default Level if it is available, and then click "Apply." Repeat this step for the Restricted, Trusted, and Local Intranet zones. 14. Click the Restricted icon, and then click "Sites."15. Select a listed site, and then click "Remove." Repeat this step until all the sites are removed from the list. Click "OK" when you are finished. 16. Click the Trusted sites icon, and then click "Sites."17. In the Add this Web site to the zone box, type *.hotmail.com , and then press the Add button. Do the same for *.passport.com, *.live.com, and *.msn.com, and then click "OK." You will know that you successfully added the sites because you will see the sites in the Web sites box. If you receive a "Trusted sites" error message, verify the spelling of your entry. 18. Click the "Privacy" tab, and then click "Sites" or "Edit."19. Under Address of Web site, type *.hotmail.com, and then click Allow. Do the same for *.passport.com, *.live.com, and *.msn.com. Click "OK." 20. Click the "Advanced" tab. 21. Click "Restore Default", and then click "Apply."22. Click the "Content" tab. 23. Click "Clear SSL State." Skip this step if "Clear SSL State" is unavailable.24. Click "OK" to close "Internet Options."
For Windows Internet Explorer 7
1. Start Internet Explorer. 2. On the "Tools" menu, click "Internet Options." 3. Under Browsing history, click "Delete."4. In the Delete Browsing History window, click "Delete cookies."5. When you are prompted to confirm the deletion, click "Yes." It may take several minutes to delete these files if you have a lot of files. 6. Click the "Advanced" tab, and then click "Restore Advanced settings."7. Click the "Security" tab.8. Click the Internet icon, click "Default Level," and then click "Apply." Repeat this step for the Restricted and the Trusted zones. 9. Click the Trusted Sites icon. 10. Click "Sites," and then clear the Require server verification (https:) for all sites in this zone check box. 11. Under "Add this Web site to the zone", type *.hotmail.com, and then click "Add." Do the same for *.passport.com, *.live.com, and *.msn.com. Click "OK."12. Click the "Privacy" tab, and then click "Sites."13. Under Address of Web site, type *.hotmail.com, and then click "Allow." Do the same for *.passport.com, *.live.com, and *.msn.com. Click "OK."14. Click the "Content" tab.15. Click "Clear SSL State." Skip this step if "Clear SSL State" is unavailable.16. Click "OK."
If the steps above did not resolve the issue, please reply to this email with answers to these questions:
1. Do you encounter the same issue when you are using another computer?2. Do you encounter the same issue when you use a different account on your computer?
Moving forward, MSN Hotmail has been replaced by Windows Live Hotmail (WLH) in order to better provide users with the features and functionality they have requested. We understand this change may have come as a surprise to you, but we strongly feel you will soon have a much better experience with Windows Live Hotmail. Most users have agreed, as 3 out of 4 customers who have upgraded to Windows Live Hotmail preferred this version to MSN Hotmail. We hope you will too. As always, your satisfaction is our main goal. Of course, all your information (contacts, calendar, and e-mail address) is still the same and there are some great new features that customers have requested. In addition to personalizing the look of your Inbox, your e-mail storage has been upgraded from 1 GB to 5 GB plus an improved spam protection. To learn more about the new features and benefits of Windows Live Hotmail, please visit: http://get.live.com/mail/classic_features We recognize that a change like this can feel unexpected and surprising, and we are eager to hear your feedback (both positive and negative) about the auto-upgrade process. To send your feedback: 1. Please go to http://feedback.live.com/eform.aspx?productkey=wlmail&page=wlfeedback_home_form 2. Select the first option in the drop-down list, "I want to provide feedback on the automatic update to Windows Live Hotmail."
We appreciate your continued support as we strive to provide you with the highest quality service available. Thank you for using Windows Live Hotmail. Sincerely, Joseph D.Windows Live Hotmail Technical Support

And my reply to them:

Hi Joseph,
Myself and many people are having these problems across lots of different computers in lots of different environments. What I am asking you is about status regarding 'global' issues affecting Windows Live Hotmail. As I have told you twice I am in IT for a living and therefore know what cookies are and how to optimise my browser.

Some other questions for you. How can I add more than 250 people to my safe senders list? If I cannot then how do I turn off the security on my account? I do not want it or need it, I know if an email is dangerous, I do not need Hotmail to tell me.

Adam Pearce

I look forward to another email from them, probably telling me how to restart my router!

Response

2008-02-29T16:41:00.000Z

Well, I had a response from Hotmail and surprise, surprise it is a generic reply by somebody who didn't even understand what I was saying, let alone read my email:

"Dear Adam,

Thank you for writing to Windows Live Hotmail Technical Support. My name is Shamy and I read that you need assistance with how to revert to the MSN Hotmail Legacy interface. I understand the importance of addressing your concern immediately.

MSN Hotmail has recently been replaced by Windows Live Hotmail (WLH) in order to better provide users with the features and functionality they have requested. We understand this change may have come as a surprise to you, but we strongly feel you will soon have a much better experience with Windows Live Hotmail. Most users have agreed, as 3 out of 4 customers who have upgraded to Windows Live Hotmail preferred this version to MSN Hotmail. We hope you will too. As always, your satisfaction is our main goal.

Of course, all your information (contacts, calendar, and e-mail address) is still the same and there are some great new features that customers have requested. In addition to personalizing the look of your Inbox, your e-mail storage has been upgraded from 1 GB to 5 GB plus an improved spam protection. To learn more about the new features and benefits of Windows Live Hotmail, please visit:

http://get.live.com/mail/classic_features

We recognize that a change like this can feel unexpected and surprising, and we are eager to hear your feedback (both positive and negative) about the auto-upgrade process.

To send your feedback:

1. Please go to http://feedback.live.com/eform.aspx?productkey=wlmail&page=wlfeedback_home_form
2. Select the first option in the drop-down list, "I want to provide feedback on the automatic update to Windows Live Hotmail."

Want to learn more about Windows Live Hotmail? We have put together a great tutorial to walk you through new and upgraded features:

http://www.windowslive-hotmail.com/LearnMore/default.html

Please also see the FAQ's we have collected from the customers who used Windows Live Hotmail Beta to better address some of your concerns:

"I was upgraded without my consent and/or I wasn't told I was being upgraded."

We sent several notifications to our customers and we also displayed in-product messages for several months prior to upgrading all accounts. We are sorry if you did not receive any of our notifications. Our goal was to surprise no one, and we apologize if you feel surprised about the upgrade.

"I want to go back to MSN Hotmail because Windows Live Hotmail is too slow."

Many times, the speed of the connection to the Internet can affect the performance of the Full Version of Windows Live Hotmail. We suggest you use the Classic version of Windows Live Hotmail. It is specially designed for slower connections and to look more like the old MSN Hotmail user interface. To switch to Windows Live Hotmail Classic, simply click the "switch to classic" button in the lower left corner of your Inbox.

"I'd still really prefer to go back to MSN Hotmail. How can I do that?"

MSN Hotmail is being decommissioned. Due to this change, the ability to opt out of Windows Live Hotmail has been removed. We hope you will give Windows Live Hotmail a chance.

"The user interface is too complicated."

Sometimes when new features are added to a tool you use frequently, it can feel more complicated. The vast majority of our beta users told us they needed a little time to become familiar with some of the new features, and then grew to enjoy Windows Live Hotmail more than MSN Hotmail. We hope you will take the time to get comfortable. We have tried to make the transition as simple as possible. This site was designed to help users familiarize themselves with Windows Live Hotmail: http://www.windowslive-hotmail.com/LearnMore/default.html

We appreciate your understanding and continued support as we strive to provide you with the highest quality service available. Thank you for using Windows Live Hotmail.

Sincerely,

Shamy B.
Windows Live Hotmail Technical Support"

So another email goes back to them:

"Dear Shamy,
You have not addressed my issues raised in my email and if you had actually read it you would have seen this part:
"But of course I already know the answer you're going to give me which will be something along the lines of 'We're so sorry Mr Pearce but as part of the wonderful, amazing Microsoft world domination program, err, I mean, customer experience improvement program, you're email has been upgraded to a system that is totally useless and breaks all the time but looks sooooooo pretty.'So please do tell me if anything is actually going to settle down with Hotmail or if this is going to be the way it is run from now on"
Which is basically saying, don't give me the answer that you gave me below. I don't want a generic answer telling me how wonderful the new version is or if there are any tutorials on how to use it (I am an IT consultan, I think I know how to use web-based email). I want to know if these down-times and connection problems are going to continue. Are people still being migrated from MSN Hotmail to Windows Live Hotmail? Is the network being changed or upgraded? If so, are there any expected down times planned?

Please read my emails and address the questions personally rather than just giving a generic response.

Adam Pearce"

Come back classic Hotmail, all is forgiven

2008-02-28T15:07:00.000Z

Hotmail. A free email service from arguably the largest and most well known software producers of all time, Microsoft. Also the second most popular email service, only beaten by Yahoo!

So you would expect that they would know what they are doing. You would be able to log in, send and receive email, download attachements and get support whenever you need it right? Wrong. Very wrong.

As all Hotmail users are aware a change happened in the world of Microsoft as we all waved goodbye to the classic, ugly but functional and reliable service to make way for the lovely shiny, new service. Hotmail informed everybody that the new service would be faster, more reliable and above all safe....interesting.

Why is it then that I and every single person I have spoken to that uses Hotmail has noticed the service nose dive ever since this wonderful 'upgrade' was forced upon us?

As an IT consultant I get to meet a variation of users. Some call a computer a hard drive and others know how roaming profile caching works and what catoms are. Yet all of them have had a nightmare trying to deal with Hotmail. I hear the same story over and over.

'Do you use Hotmail?' they ask

'Yes' I reply

'Why is it being so slow and breaking all the time?' they enquire

'Because it is Microsoft' is my usual reply

Now let's not get on Microsoft's back too much. They do provide all of us with the ability to use our computers in a way that would not be possible otherwise and despite what people might say Apple is still expensive and Linux is still techy. But seriously, email?! It's been around since the 70's and widly used since the early 90's, so why is it still so difficult to use in 2008?!

Oh and security, don't get me started! Where is the button that says, 'turn it all off' that's what I want to know. Every email I get come in has 'you may not know this sender' or 'the content has been blocked for your safety'. Thanks but no thanks Microsoft. Believe it or not there are some of us who can spot a phishing email or know not to download an exe attachement from somebody we don't know. I don't know about you but my safe senders list is now full and so every message I am getting now has all it's content blocked. Wonderful.

Ok, Hotmail is free and I guess I shouldn't complain to much but do you know what, I am! It was Microsoft's choice to provide this service and in exchange they get lucrative advertising deals. It is their responsibility to make sure their service is good enough.

My biggest gripe is that I didn't want Windows Live Hotmail. I even tried the service and told them to ram it as it was horrible to use and I would rather have a service that worked quickly and was reliable than something that looked pretty but was completely useless. After being forced onto the service a couple of months after coming off of the trial, I contacted the Hotmail team to try and get back to the classic version. I was told that:

"Adam, I regret to inform you that the option to switch from Windows Live Hotmail to MSN Hotmail is removed by default. The Windows Live Hotmail is the new look of MSN Hotmail. MSN Hotmail has recently been replaced by Windows Live Hotmail (WLH) in order to better provide users with the features and functionality they have requested. We understand this change may have come as a surprise to you but we feel strongly you will soon have a much better experience with WLH. Most users have agreed, as 3 out of 4 customers who upgraded preferred Windows Live Hotmail to MSN Hotmail. We hope you will too. As always, your satisfaction is our main goal"

3 out of 4? Hmm, when you put it like that I guess it's better than saying a quarter of our customers hated it. Here's an idea, why don't they take the 25% who hate it and stick us on a few servers together so that we can stay well away from Windows Live Hotmail?

What do you think? Am I being unreasonable, attacking a free service that is just trying to upgrade? Or is it reasonable to expect a service that you were made to believe you could rely on stay that way? Have you had trouble with Hotmail, sorry, Windows Live Hotmail....so what was it before? Windows Pre-recorded Hotmail? I'll leave you with the email I sent to Hotmail support:

Dear Hotmail support staff,
I have used Hotmail for many many years with no problems at all until somebody thought it would be a wonderful idea to invent and subsequently force everybody to use 'Windows Live Hotmail'.

This system is absolute crap. I have had nothing but problems with it since 'upgrading'. I have days when I cannot access hotmail at all, I get page cannot be displayed, then later in the day it reappears. Today I cannot download any attachments (and before you say, yes I have ticked the 'remember me' box). Also your whole support section went down as I could not access any support or feedback pages to tell you how useless Hotmail is. Other days I can get into Hotmail but not open any of my messages, other times I cannot send messages to folders.

I work as an IT consultant and almost everybody I deal with uses Hotmail (about 300 people). Every single one of them has said exactly the same thing. It is always down, it doesn't work and, most importantly, WHY HAS HOTMAIL BEEN CHANGED!?!?! Everybody was happy with it the way it was, why has it been changed?! I do not want Windows Live Hotmail, I want the old classic version. It always worked, never ever had a single problem with it. But of course I already know the answer you're going to give me which will be something along the lines of 'We're so sorry Mr Pearce but as part of the wonderful, amazing Microsoft world domination program, err, I mean, customer experience improvement program, you're email has been upgraded to a system that is totally useless and breaks all the time but looks sooooooo pretty.'

So please do tell me if anything is actually going to settle down with Hotmail or if this is going to be the way it is run from now on because if it is, I'll go across to GMail as Google actually know how to code, oh and they listen to their customers too.

Adam Pearce