Hotmail’s Customer Service

In September, my hotmail account was hacked. I wrote about my problem to the Customer Care of Hotmail without really expecting any response from them. I read in some blogs that Hotmail doesn’t care about this problem, which many have been a victim of.

I had to smile when I received the first prompt response which informed me that my concern was passed on to another department. In another hour, I received a message from Hotmail’s Customer Care agent named Reneeson which emphatized with my concern and: 1) with the information that the system was able to retrieve my deleted messages; 2) with the list of my contacts, though I have to manually encode them again. True enough, my deleted messages were back. As to the list, it is better to have them again than nothing at all.

It didn’t stop there. Another message from Hotmail Customer Service’s “Catherine M” came outlining ways on how to protect my account. More importantly, the message came with the acknowledgment that indeed someone has gained access to my account. Don’t you just feel good when you are being affirmed? This is what customer service is all about.

I replied my appreciation to both emails and I hope my commendation would reach the right people so that the agents and their team would be more inspired to do prompt responses to clients’ concerns. But I think, I also need to write and share about my good experience from their prompt service. After all, in the world of customer care, appreciation comes rarely. But appreciation and commendation are what motivate customer care agents to do their job even better. Often, we only hear about the bad services/bad experiences.  Take this: Out of 10 people, 7 would spread their bad experiences, 3 woud talk about how good a service or a product is. It’s normal human nature. Let me be 1 of the 3 people…

Aside from the above commendation, let me share Hotmail’s email on how to enhance account protection (first person is Catherine M of Customer Support):

1. I recommend that you change your password as well as your secret question and answer regularly to increase the privacy of your account. You can use several combinations of letter cases and numbers to make your password harder to decode.
2. Properly log out of your account after your Windows Live Hotmail session by clicking the “Sign Out” button on the upper right side of your Windows Live Hotmail page.
3. If you are using a public terminal, I suggest that you clear your temporary Internet files (cache) and close the browser that you are using when you are ready to end your Internet session.
4. Please do not share your password to anyone even if they claim that they are persons of authority. Windows Live Hotmail disclaims all attempts to gather account information from you via phone or e-mail.
5. Be sure not to click “Remember my password” at the Windows Live Hotmail Sign-in page if you are using a public computer or if there are other people using your computer. Enabling this feature will allow users to automatically sign in to their account and bypass the username and password authentication portion.

I hope no one else will experience the inconveniece I had to go through. Have a good day!