I've worked with Microsoft techs. They are very professional but they only work with a ticket number. The only way you can be sure that you are speaking to an actual tech is to call Microsoft up and have a case created (after giving your credit card information). When the tech calls they will have your ticket number. Anyone else calls you or if you never called and got a ticket number, hang up immediately. I have received a so called cold call from Microsoft so it does happen. I could have had all kinds of fun with him but I didn't feel like it. My recommendation for anyone else is to hang up immediately if you aren't expecting a phone call from them.