Support log btw
You are now chatting with 'Chloe
B.'.
Chloe B.: Hello , my name
is Chloe B. with Microsoft Support. Please give me a few moments as I review the
information you've submitted.
Matt: no problem
Chloe B.: Thank you for
your patience. I understand there are currently issues syncing the phone on the
computer, is that right?
Matt: among others, yes
Chloe B.: Oh, I see.
Thanks for getting in touch so we can help with this. Could I please have the
make and model of the phone?
Matt: Verizon Windows Phone
8x by HTC
Chloe B.: Thank you, I saw
the Verizon and 8X in your notes, just wanted to confirm HTC. And is it just on
this Windows 8 PC that you're trying to connect the phone, no other
computers?
Matt: yes. I only have the
one laptop, and I haven't been at my work pc for about a week...but not too keen
to sync my personal phone to my work equipment
Chloe B.: Oh of course,
that makes perfect sense. And just to confirm he app that you're using on the
PC; that's the Windows Phone app?
Matt: well, I have tried
using the x86/x64 desktop application, which is in public preview if I remember,
and the metro Win 8 application. The Desktop application wont let me press the
continue button, whereas the metro application tells me my phone and pc aren't
playing nice. reset my phone and try again.
Chloe B.: Interesting,
thanks for those details. I'm checking out a few options that may help us,
thanks for your patience for a moment.
Matt: this is happening a
lot based on online reseach I have done. some of the message boards I frequent
have several posts about this issue
Chloe B.: That's a good
point; there have been different kinds of emerging issues since the products
have been released. Your patience is very much appreciated.
Matt: no problem
Chloe B.: Thanks again for
bearing with me here, sir. I'd like to try sending you a few quick links to see
if we can verify some info. Will just take a moment.
Matt: ok
Chloe B.: Is this the app
that won't let you push the continue button?
Chloe B.: Beta
Matt: yes
Chloe B.: Okay, thanks.
And is this one the Metro app you were referring to?
Chloe B.: Windows Phone App
Matt: yes
Chloe B.: Excellent, I
really appreciate you clarifying that with me.
Chloe B.: So when you get
that error about the phone and PC not playing nice, is there any status code or
number with that as well?
Matt: no
Chloe B.: Okay, thanks.
And I assume you're using a USB cable to connect the phone to the computer?
Matt: just that they are not
playing nice and that the phone could be reset and tried again.
Matt: yes
Chloe B.: Okay,
gotcha.
Chloe B.: Next we'll just
rule out a few simple things: Have you been able to try the connection with a
different USB cable, or from different ports on the laptop?
Matt: i tried different port
and different cable. same result
Chloe B.: Okay, thanks for
ruling that out. So it sounds like we need to be concerned with the app
situation specifically. I can let you know that the Windows Phone app is the one
that should be used from your PC... Have you reinstalled that?
Matt: yes
Chloe B.: Great,
thanks.
Chloe B.: And it sounds
like the ultimate goal here is to get the device recognized on the computer so
you can sync, right?
Matt: yes.
Chloe B.: Of course,
thanks.
Chloe B.: I really
appreciate all the details you've helped me with, Matt. I'm researching now on
possible solutions for that, this may just take a few minutes.
Matt: ok
Chloe B.: Okay sir, I've
got some new info to consider now.
Matt: ok
Chloe B.: I know you said
you've been restarting the phone since this issue came up; I don't suppose
you've done a reset factory defaults?
Matt: i did. last night.
Twice.
Chloe B.: Wow, thanks for
trying that. And how long have you ad the phone?
Matt: i got it on Wednesday
around 3p.
Chloe B.: Okay, and this
issue has been going on since you got it? It hasn't recognized for any short
period of time?
Matt: nope. never worked
Chloe B.: Okay,
thanks.
Chloe B.: Well Matt,
you've done everything 100% correctly. And believe it or not, all the
troubleshooting you've done is exactly what I would have had you try. What I'd
actually recommend at this point would be to consider returning to the retailer
for a replacement phone. I hate to inconvenience you, but if factory reset is
not resolving this, our resources point us towards it being a potential issue
with the device itself. Can you consider returning to the retailer?
Matt: i really don't want
to. the device is so back ordered on Verizon that i am not sure when i would
receive it. And if i remember correctly they will send me a refurbished unit,
not a brand new unit
Chloe B.: I understand, I
certainly don't want you to have to go through any hassle. However, I've
definitely been able to rule out any other options and confirm that returning to
the retailer is the only thing we can consider right now. For what it's worth, I
will save our chat under reference number 1188717430, just in case you end up
needing to come back to chat.
Matt: is there any
possibility an update to the phone app or a firmware update to the phone would
resolve the issue?
Matt: i have a hard time
believing that all of the reports i read online are from faulty devices...
Chloe B.: You know, I
looked into that as well. I agree, if there was a way to apply something to the
device without taking it to the store, that would definitely be my preferred
option. But it turns out that is not available.
Matt: i know they are not
available now, but is it possible on the next patches hit, it could fix
itslev?
Matt: itself?*
Chloe B.: Oh, thanks for
clarifying.
Chloe B.: I may have been
unclear when I said that I searched and the option wasn't available: I didn't
mean to indicate that it may be available soon, or that we're working on
creating such a fix. Actually, the factory reset is the fix that we expected to
resolve this issue. Since that last-resort option did not work, we are left with
returning to the retailer as our only recourse. Basically, all indicators here
point to this being an issue with the device itself, not the system.
Matt: i find this
disappointing because i cant believe all of the stuff i have been reading on the
message boards mean they have faulty devices. What if i get a new device and it
doesn't work too?
Chloe B.: I know it's very
frustrating Matt, and I definitely want to protect you from being in the same
situation after getting an exchange device. That's why I'm saving everything
under that reference number: So that in the unlikely even you end up with the
same problem, we can pick right up from here.
Matt: ok. i will look at
doing this...but i hope vzw doesn't send me a refurbished device...
Chloe B.: I understand, of
course. And if I may make an offer just because I hate to inconvenience you: I
can add some free Microsoft points to your account if we can get through a quick
security clearance? Just something I'd like to give you for the trouble, if you
like?
Matt: that would be
great
Chloe B.: Wonderful I'll
just try to get the secure info to get into your account.
Chloe B.: For your security and protection, chat support has limited access to
your information and we do not ask for your information over our chat
services.
In order to best assist you with this issue, I would
like to send you a code via the email address or phone number on your Microsoft
Account. May I try to text or email you?
Matt: either or. (redacted)
or redacted
@redacted.com
Chloe B.: Great, thanks.
I'll try email first, it should be there in a minute or so.
Matt: ok
Matt: i got it
Matt: do you need the
code?
Chloe B.: Yes please,
thank you.
Matt: (redacted)
Chloe B.: Great,
thanks.
Chloe B.: Now that I'm in,
I'd like to get 2800 free points added for you, since I know this is a real
hassle. Is that okay for you?
Matt: yes. thank you
Chloe B.: Wonderful, I'll
add those now. Thanks for being so flexible.
Chloe B.: Okay sir, your
new points balance is 2859. I so appreciate you working with me today. I don't
suppose there's anything else I can also do for you today?
Matt: not right now. i
appreciate your suggestions
Chloe B.: Of course, many
thanks again to you. Have a great day.
Chloe B.: To end your chat
session please click the
above the chat window. If you have any additional questions after you
disconnect, feel free to contact us again. Thank you for contacting Microsoft
Customer Support.
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