Microsoft support left me high and dry during download and install of Office for Mac 2011. They were super efficient in processing the $150 upgrade fee, but when I called with questions about the stalled download all I got were reps in distant lands who were polite but kept putting me on hold to refer to their “resources.” After many attempts, long holds, and bad advice (e.g., hit “download” again) I called the sales line. When I explain
ed my problem and that I couldn’t access any of my word docs, the sales rep said I can’t help you but here’s a number where they can. When I called it was the same distant lands polite but clueless support folks. In the end, I called Apple tech support and although they aren’t the ones responsible for the download and install of Microsoft’s product, they were able to help me and solved the problem. One obstacle we faced was the multiple versions of the download software I had due to my following the advice of the microsoft tech support in distant but polite lands. Many of those copies were corrupted.
Note: there is no obvious place to email a complaint to microsoft on their site. A nice, closed customer feedback loop. This from a company constantly touting customer service. The irony is that this could have been — SHOULD have been– an easy problem to fix, but because no one understood the basic question (how do we know the download was successful?) they complicated the problem and created more obstacles to a successful install.
Frustrating beyond belief. I lost a half day because at the hands of polite but clueless Microsoft support reps.
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