I am writing to express my deepest dissatisfaction in your services of late. Following purchase of a laptop with Office Start-up, I decided to try, on recommendation, your Office 2011 Home Edition. This I downloaded from your site successfully and, as I am a medical student, made full use of all its features. The day before my final dissertation was due to be handed in my trial version of the software ended (20:00 Tue 8/11/11.) This was fine, however, when trying to access my work, transfer it to another device to continue working or even open the documents I had created I was blocked.
The Office software merely loaded with the title ‘un-licenced product.’ Using the upgrade anytime prompts to try to revert to the original start-up version of office in order to finish my dissertation failed, as the option was removed from the selection menu. I could not use my recovery disk either as the notebook I had bought did not come with the necessary disk drive. As my assignment was due in to be handed in the following morning, I had no other option but to use the prompts when opening my version of Office to upgrade to the full version of the product. Using the Office Upgrade Anytime popup I purchased my full copy of the product and was given the order number:-
Order Date: 08/11/2011 21:21 CET
Order Number: CNL568351907
A message also appeared saying that my purchase had been successful; however, I would have to wait 4-6 hours to receive my product code via-email so that I could download my software.
At this point, I was no closer to resolving the issue and as far as I was aware, I had spent over £100 to get this issue resolved.
I waited all night and in the morning, I had no product code. I had no other choice but to go to university without the work I had worked so hard to put together. By now, I was so desperately upset; I had worked extremely hard for nearly 7 years to hand in this final dissertation and would now end up missing the deadline and possibly having to re-sit my final year.
My lecturer was not very understanding either. She insisted that I handed in something so that I may be allowed a re-submission of my work. However, any re-submission of work would be capped at a pass and so I am now not able to achieve a merit or distinction grade. That evening I STILL did not have a product code. (24 hours after initially purchasing it online).
1st call
I called your customer services helpline, I was told that the office that deals with these kinds of issues was not open and I would have to call back the following day to get answers to the problem. Because of my frustration, I pressed to speak to a manager to resolve my problem. I was told that was fine, but instead I was cut off!
2nd call
I call back immediately and asked immediately to speak to a manager. The agent asked me questions to gain a sense of the problem. I advised of the issue again and this time, I was told that it would be another department that would have to deal with the call. I was transferred into a queue but the call was terminated instead of being answered.
3rd call
I called your number again. I was so frustrated at this point. All I wanted to do was scream down the phone at the agent. I held my tongue however and went along with the agents limited English. I tried with all my might to explain to him what I wanted but he did not seem to understand. I terminated the call out of frustration as I could tell I would be unable to communicate my problem to him
4th call
I called back and explained that I was deeply unhappy with the service I was receiving from Microsoft. I had invested a huge amount of time and money at the point into getting my problem resolved but was not getting anywhere. The agent was a bit more helpful, asking this time for my order number and passed me over to her manager. The manager explained that he would put me through to the relevant department and conferenced me through.
Once through, the American agent explained that she was not the correct person who needed to deal with the call but now I would have to call another number. This time the number was an international number in the United States. I explained that I was a UK customer and she said that the only number she could give me was a US number. I reluctantly took it and called it.
5th call
I was put through to an American agent called Jake. He listened to me explain my troubles and took the order code. He explained that the system he had states that the order code (Order Date: 08/11/2011 21:21 CET) had been cancelled according to the system. I asked when this had happened and who by. Jake stated that the code had been cancelled on September 11th. I asked how this could have happened and he merely stated, ‘I’m just saying what’s in front of me!’ His attitude came through his tone of voice. He sounded rude, obnoxious and unwilling to help.
I asked him if I had actually been charged for the software as I had given my card details and been advised online that the sale had been successful. Jake advised me he ‘didn’t know.’ I asked if there is any way he may be able to find out. He said he ‘didn’t think so!’ I asked him if I would now be ok to go and purchase a product key from a local store as I need to get this resolved ASAP. Jake only answered by saying ‘if you want.’ All I wanted was answers.
I had nothing, just more questions. I asked Jake if I could have his last name, he refused. I asked him if he has an extension number or unique number that identifies him within the contact centre, again he refused. I asked him if I might speak to his manager and after some pushing, he agreed. The line went quiet and when it connected, again I was back at the automated message. I was irate! I hung up in disgust and anger!
I spoke to a woman called Dina. She listened to my frustrations and I explained quickly that I would like to make a formal complaint. She asked me some of the details and said that it was recorded but I still felt, and still do feel, that it was unresolved. I asked Dina to clarify if I have been charged and she stated that as the order had been cancelled for whatever reason, it was unlikely the charge would have gone through.
She went on to say I should check my statement to make sure but I should be ok to go and buy a copy of the software needed from my local store. She did not offer and apology but at least she seemed a little more willing to try to give me the answers I desired. I said goodbye and terminated the call. As you can see, from the service I have received I believe I have every right to be quite disappointed, upset, let down and unvalued as a Microsoft customer.
• I have spoken to 7 different agents!
• I have spent over two hours on the phone. ON A MOBILE! – AND TO THE USA TOO!!!
• I have been lied too, passed from pillar to post, hung up on, been rude too, and not once have any of your agents offered the slightest of apologies or smallest shed of understanding!
• I have suffered a great deal of stress, upset and frustration due to this extremely poor service.
• I have spent days worrying about my dissertation and may not be able to graduate with the grades I wanted to go to do my masters at my desired university. This may even hinder me from becoming a surgeon!
• I cannot express in words just how let down I feel.
I am still deeply dissatisfied with your services. I wish to be compensated for my financial losses and the potential losses I may receive as a result of missing out the opportunity to graduate with the grades I should have had. I will be looking to take this further and I am more than happy to pass my complaint to the relevant watchdogs, newspapers, financial institutions, forums, and regulators until I feel I am indemnified for this outstanding lack of customer support.
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