i just kept asking him, how would microsoft have knowledge about my computer? why would they authorize you to help me? i strung him along for as long as i could, asking him to repeat his instructions. telling him that I had to turn on my computer and had him wait "while i was doing that". after several repeat of instructions (sounds like he is reading from a script, because once he is thrown off that script, he is not smart enough to find his way back on track. :). just keep repeating the instructions with no sense of an actual back and forth person to person. everything i said did not fall in line with what he wanted me to say and when he got to raising his voice, I finally said that i had to go and asked if i could have my "computer guy" call him back to get things sorted out. Gee - they don't seem to care for that idea at all! they are not smart. we have to remember that we are. don't let someone bully you into anything! this is tech-bullying.