My son who is quite vulnerable, has been hacked by people pretending to be M/S.
They have left him with a black scree, no desktop at all, and I cant even do a reformat for him. They also tried to take money from his bank account, but NW spotted it and prevented it.
I have been told that M/S will help free, but have tried twice and cannot understand them, and line seems bad.
It will cost a lot to use MS support, they don't do it for free and not at all if the pc is OEM installed (big manufacturers like Dell, HP etc).
IMHO all they would do anyway is talk you through a reformat back to factory settings.
If you post the details of the pc - manufacturer, model, and the operating system, and say whether or not the operating system came pre-installed, pca members will be able to tell you which keyboard buttons to press to start the recovery process and you can do it for free.