Microsoft publicly apologized to users in Australia and New Zealand after being accused by regulators of steering Microsoft 365 subscribers to more expensive plans that include Copilot, its artificial intelligence tool. The practice was considered confusing and potentially misleading, as many consumers were unaware that there were cheaper versions of the service (without the AI feature).
The case was initially publicized by The Register in January, when Microsoft sent communications to users about a price increase on plans that included Copilot. The message mentioned the possibility of migrating the Classic version to avoid the readjustment, but this option was not detailed or available on the official website.
According to the Australian Competition and Consumer Commission (ACCC), Microsoft presented “false or misleading” information by omitting the existence of a third option: the Microsoft 365 Personal or Family plan in the Classic version. It allowed users to keep the same features as the previous package, with the old price and without Copilot and the old price.
Users who attempted to cancel their subscriptions reported encountering screens with messages such as “I don’t want my subscription” and “I want to keep my benefits,” but no reference to Classic. According to experts, this type of approach is known as dark pattern — an intentionally confusing design to direct the consumer to more advantageous choices for the company.
Microsoft admitted the problem last week. In an emailed statement, the company said: “We recognize that we could have been clearer in our communication about the full range of Microsoft 365 subscription options, including the option to migrate to Microsoft 365 Family Classic.”
Microsoft promises refunds and new stance
The company also published a formal apology, stating: “Our relationships with customers are based on trust and transparency, and we apologize for not meeting our standards.”
Additionally, Microsoft has committed to refunding the price difference to users who wish to migrate to plans without Copilot, after being tricked into upgrading involuntarily.
The boosts and promotional messages were also sent to customers in Malaysia, Singapore, Taiwan and Thailand. When questioned by The Register regarding the possibility of extending the apology to other countries, Microsoft has not confirmed the measure so far.
With information from The Register
Source: https://tecnoblog.net/noticias/microsoft-admite-erro-e-pede-desculpas-por-empurrar-copilot-a-usuarios-na-australia/
