Microsoft Corporation

Review: I called in to customer service and spoke [redacted] regarding issues redeeming a 14day trail of Xbox Live that came in the $400.00 system I just bought from[redacted] told me it might not work because I was already an Xbox Live Gold member previously in life.(which sounds ridiculous) The insert says you cant add it an existing Xbox Live membership which I don't have, sounds like false advertising to me. Then I ask for a supervisor(all downhill from there) [redacted] takes an extremely loud deep breath as if I was bothering him! After being on hold for 15min, A supervisor(she claimed to be at least)named [redacted] came on the phone and I was telling her how I didn't appreciate [redacted]'s attitude & gestures on the phone she cuts me off and says "so what can I help you with?" completely disregarding my issue with the unprofessionalism that was taking place. So I proceed to ask her if thats how they treat their customers and she replies "Im trying to fix the issue you called in for". Im completely disgusted at this point so I ask for her employee number, she refuses. I ask for a manager, she refuses. I ask for her managers contact info, she refuses. The only thing I was able to get and I don't know if its made up by her or not is a case number XXXXXXXXXX. I cant believe the way I was treated being a customer for about 10 years now! I think its time to move on to [redacted] and return this system to the store.Desired Settlement: Microsoft would have to do magic tricks to keep me from leaving to [redacted] at this point. Fire, rehire, then train everyone all over again because the boldness of their actions show me the lack of good CSRs.

Review: I have a problem with Microsoft that I need help in resolving. Here are the facts:

In 2009 I purchased Microsoft Office Professional 2007 (product key [redacted] From 2009 til August 2014 I continually received MS Office Updates for that licensed software. Never once was I informed by Microsoft that there was a problem with my software licensure or requirements.

Right after receiving the software, I installed the software on my Toshiba Laptop. That same laptop recently was infected by several viruses resulting in my having to completely reformat and reinstall all software (Including Windows and Office). After successfully reinstalling Windows 7 and virus protection software, I attempted to reinstall MS Office. After several failed attempts, I contacted MS via their "Chat" support.

[redacted] identified the problem, asked for my Product ID code, then gave me a link to reinstall the software - bypassing the disc error. When that link didn't work, I again contacted MS and this time chatted with [redacted] He verified my Product ID then informed me he couldn't help me because I had a license issue. He then referred me to the "Volume License Department" (XXX-XXX-XXXX) reassuring me that they would be able to help me.

Once connected with Volume Licensing, they informed me my software had another "license" that I had to possess. If I didn't possess that license, I couldn't use the software - even if the software I had in my possession was valid according to the Product Key. The woman I spoke with was unable to help me any further.

My Question/Problem

Why would Microsoft accept payment for software, provide a Product ID, permit the end-user to use the software and receive updates to the software for almost 5 years before saying a thing? My name, address and phone numbers were registered to the software when purchased and installed. No questions then; why now? What changed?

Microsoft will not answer any more questions or provide me with a reasonable explanation of why this software is not valid. I am confused, frustrated and ready to purchase a MAC.Desired Settlement: Either accept license (Product ID) or provide mechanism to purchase license they feel I need to possess.

Review: I ordered a product online (Office 365) for my computer. I tried to download it and it is not compatible with my computer. I called the company to get an older version and they told me they no longer sell the other version. Fine. I asked them to refund my money because they cannot provide me with the product for my company. I was told 'Sorry, thats not our problem that it doesnt work with your system'. THey will not refund the alot $80.00 a paid for this product.Desired Settlement: I would like my refund of $75.76.

Review: About three days ago I spent 3.5 hours trying to obtain the Office University 365 soft wear. After the site kept rerouting me around to the same locations I tried the live chat. I was told by the live chat assistant that they could not help me and to call the customer service line. I called the customer service line explained the issue and the representative said that she would charge my visa the 79.99 then do a refund for $20.00 due to Microsoft sent me not one but two codes for a discount in my .edu email. Apparently the representative got frustrated because she kept spelling the street name wrong and after telling her 5 times, she hung up. I expected a call back due to she asked for my number in case we get disconnected thus my number was on file. I waited and got no call back so I then proceeded to call Microsoft back and this time got a guy on the phone and had to restate the whole story. He said my emails were not valid even though they were sent from a valid Microsoft email. I even read the fine print to him that it stated "Valid until 6/30/2013, or while supplies last. Available to students, faculty and staff with a verifiable School ID or School email address (i.e., .edu). To redeem offer online, customers will be sent a promo code to their school email address provided." Then the rep told me the site is down and I would have to wait 48 hours. I have come to find out however that my visa was charged for the purchase and I am left with no key nor a download.Desired Settlement: Obviously as a B.A and M.A student I would like to resolve the issue by obtaining the product I purchased due to I brought two new computers in which both just have a trial.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/07/01) */

From:[redacted]@microsoft.com

Sent:7/1/2013 4:04:35 PM

To:[redacted]@jjay.cuny.edu

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

My contact on the Office 365 Support Escalation team, [redacted] has confirmed that she is available to schedule a call with you in order to obtain your credit card information securely over the phone. Please provide me with 3 dates/times you are available so that I can have [redacted] reach out to you during a convenient time.

We sincerely thank you for your cooperation as we work to research and resolve this issue. Please let me know if you have any questions. I look forward to hearing from you at your earliest convenience.

Best Regards,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@microsoft.com

Sent:6/27/2013 10:11:23 PM

To:[redacted]@jjay.cuny.edu

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

I understand your security concerns. I am working with my contact on the Office 365 Support Escalation team to coordinate direct outreach to you via phone, as they need this information in order to further investigate the charge in question. I will follow-up with you as soon as I have any additional information regarding when to expect contact. You can expect an update from me by the end of the day on 7/1 at the latest.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@jjay.cuny.edu

Sent:6/27/2013 2:46:58 AM

To:[redacted]@microsoft.com

CC:

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear [redacted]

I am not secure about distributing my visa number via email or internet. However, the last four numbers are [redacted] and I do always get emails and buy Microsoft [redacted] using my [redacted]@jjay.cuny.edu account. If you have any questions I am right now in canada visiting my fiancé and can be reached at XXX-XXX-XXXX. Please note I am on a different time zone.

Thank you for your time and efforts and sorry I am not secure about distributing my credit card information over email.

On Wed, Jun 26, 2013 at 4:19 PM, [redacted] wrote:

Dear Ms. [redacted],

I am working with my resources on the Office 365 Support Escalation team to investigate this case, but we have been unable to find any charges for $79.99 associated with your [redacted]@jjay.cuny.edu email address. Please provide the credit card number and type (Visa, MasterCard, Etc.) of the account that was charged so that we can research further. I want to ensure that you are refunded so that we can provide you with the software at the correct price.

I look forward to hearing from you at your earliest convenience. Please let me know if you have any questions.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@microsoft.com

Sent:6/24/2013 8:51:15 PM

To:[redacted]@jjay.cuny.edu

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

Thank you for the additional information. I sincerely apologize that you have had such an unsatisfactory experience in trying to purchase Office 365 University. I am working to engage my contacts on the Office 365 Support Escalation team to investigate your case and determine what our best course of action is to get this issue resolved to your satisfaction. I expect to have an update for you by close of business on 6/27, at the latest.

Please let me know if you have any questions or concerns regarding this case that I can address in the meantime.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@jjay.cuny.edu

Sent:6/20/2013 6:58:38 AM

To:[redacted]@microsoft.com

CC:

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Erin,

I am attaching you the emails I obtained along with one out of the five promotional codes I got all in the same night in my email. Each one had a different promotional code. The call back link that the advisor sent me did not even work after the purchase. I have my Visa company trying to issue a claim with the Microsoft department in regards to payment sent but no product received. I spent over three hours on the phone with Microsoft that night as well as being hung up on by employees after their frustration with the issues I was having with the website, finally after almost four hours the last guy I spoke with told me and my fiancé "Oh well, nothing I can do because it seems the website is down and you are just going to have to try back in 48 hours" and hung up.

I have always obtained University editions of Microsoft products due to my student account allows for lower convent prices however, one advisor decided to tell me the number one Criminal Justice College in New York City is not even a college yet it is listed under "find your college to validate".

This whole experience has been nothing but a nightmare and costed us not only our time but 79.99 on our visa with nothing to show for it. One rep said I would be charged 79.99 and then refunded 20.00 yet I still have no product and Microsoft obtained money from our visa. As for the order #'s when I log into my account they are no longer listed on my account but each time I called I gave them the upper left hand corner number of the cart. I was even told that none of the five coupon codes I was emailed were valid and all came up expired or not valid. Please see attached PDF file.

On Wed, Jun 19, 2013 at 5:46 PM, [redacted] wrote:

Dear Ms. [redacted],

This is [redacted] with the Microsoft Customer Advocacy Team. We have received the complaint submitted to the Revdex.com under case XXXXXXXX regarding your Office 365 University purchase. I understand that you are experiencing extreme difficulty purchasing the software via our website and despite multiple calls to Microsoft Support we have been unable to resolve this issue for you. Furthermore, I understand that your account has been charged but no product delivered. I sincerely apologize for the frustration and inconvenience this issue is causing for you. I will do my best to advocate on your behalf for a satisfactory outcome.

First, I would like to gather some additional information from you so that I may best assist. Please reply all to this message with the following:

* Any case or reference numbers provided by Microsoft Support regarding this issue

* Please check your Junk Mail/Spam email folders to ensure that your email order confirmation was not routed to these folders accidently

o If you are able to find your order confirmation email, please provide your order number

o If you are unable to find this email, please let me know

* Please double check your bank statement and confirm if the charge in question is in finalized or pending status

o What is the amount of the charge?

I look forward to hearing back from you with the above information so that I can get to work on this case. Please let me know if you have any questions or concerns I can address. Microsoft sincerely appreciates the opportunity you have given us to make this right for you.

Best Regards,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Consumer's Final Response /* (3000, 9, 2013/07/02) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Microsoft has been in contact with me in regards to this issue but nothing has been resolved yet. I am still waiting on a call from Microsoft to give them the cc number I used. However, I was never even asked if I obtained a key code which I did and the code even does not work.

I am now 3 weeks behind in papers and would like this ,after taken care of as soon as possible so I can continue with my studies and my professors are even frustrated that it has taken me this long to clear the issue up with Microsoft!

Business' Final Response /* (4000, 11, 2013/07/05) */

From: [redacted]

Sent: Friday, July 5, XXXX X:XX PM

To: '[redacted]@gmail.com'

Cc: Microsoft GetHelp

Subject: Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

I understand that [redacted] on [redacted] team has been able to reach you and is actively working to resolve this issue for you. I understand that Sergio is standing by awaiting a copy of your bank statement reflecting the charge in question. Please let me know if you have any difficulty working with Sergio. I am here to ensure you are taken care of.

Best Regards,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@microsoft.com

Sent:7/3/2013 9:58:42 PM

To:[redacted]@gmail.com

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

Thank you for the clarification. I am sorry that [redacted] was not able to call you this morning. I have asked her to reach out to you at her earliest convenience so that we can get this issue resolved for you.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@gmail.com

Sent:7/3/2013 2:40:54 AM

To:[redacted]@microsoft.com

CC:

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Erin,

Sorry for the time confusion, I even get confused as well I am on Pacific Standard Time Zone (Oregon).

Hope this helps. I should be around tomorrow morning cleaning as my fiancé is coming home from Alberta from work so I will keep my ringer on just incase Microsoft tries to call. I am just looking forward in finally finishing this long process. I have been a Microsoft Software user for all of my college life and never had any issues with renewal or upgrades before.

Thank you.

On Tue, Jul 2, 2013 at 4:41 PM, Erin Bassett wrote:

Dear Ms. [redacted],

Thank you for the information. I would like to clarify one detail. Which time zone are you in while you are in Canada: Pacific, Mountain, Central, Eastern, Atlantic, or Newfoundland? I want to ensure we call at a convenient hour for you.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@gmail.com

Sent:7/2/2013 9:00:53 PM

To:[redacted]@microsoft.com

CC:

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Erin,

The best times to call is after 4p.m Canada time as I am either in classes or dealing with my health issues.

You can reach me at(XXX)XXX-XXXX as I am in Canada for the summer and not New York. If you can do miday on weekends that is best as well.

Thank you.

On Monday, July 1, 2013, Erin Bassett wrote:

Dear Ms. [redacted],

My contact on the Office 365 Support Escalation team, [redacted] has confirmed that she is available to schedule a call with you in order to obtain your credit card information securely over the phone. Please provide me with 3 dates/times you are available so that I can have Ashli reach out to you during a convenient time.

We sincerely thank you for your cooperation as we work to research and resolve this issue. Please let me know if you have any questions. I look forward to hearing from you at your earliest convenience.

Best Regards,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@microsoft.com

Sent:6/27/2013 10:11:23 PM

To:[redacted]@jjay.cuny.edu

CC:[redacted]@microsoft.com

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Ms. [redacted],

I understand your security concerns. I am working with my contact on the Office 365 Support Escalation team to coordinate direct outreach to you via phone, as they need this information in order to further investigate the charge in question. I will follow-up with you as soon as I have any additional information regarding when to expect contact. You can expect an update from me by the end of the day on 7/1 at the latest.

Sincerely,

Senior Advocacy Specialist

Customer and Field Advocacy - North America

Microsoft Corporation

________________________________________

From:[redacted]@jjay.cuny.edu

Sent:6/27/2013 2:46:58 AM

To:[redacted]@microsoft.com

CC:

Subject:Re: [redacted] Revdex.com Case XXXXXXXX Office 365 University 2013 Purchasing XXXXXXXX EB

Dear Erin,

I am not secure about distributing my visa number via email or internet. However, the last four numbers are [redacted] and I do always get emails and buy Microsoft [redacted] using my [redacted]@jjay.cuny.edu account. If you have any questions I am right now in canada visiting my fiancé and can be reached at XXX-XXX-XXXX. Please note I am on a different time zone.

Thank you for your time and efforts and sorry I am not secure about distributing my credit card information over email.

On Wed, Jun 26, 2013 at 4:19 PM, Erin Bassett wrote:

Dear Ms. [redacted],

I am working with my resources on the Office 365 Support Escalation team to investigate this case, but we have been unable to find any charges for $79.99 associated with your [redacted]@jjay.cuny.edu

--

Sincerely,

--

Sincerely,

GETHELP--MTA3MzkwMDYtLTk3ZWJkYjgyLTc4YTMtNDY2OS05NDk5LTM3ZjFkZmRlM2NjNy0tMS0tMy0...⇄

Review: people that try to download Microsoft office 2007 or 2010 are having site problems http:///[redacted] is not working when you click download this is for 2010 the redirect for download button is not working the correct link for 2010 is https://[redacted] fix redirect please im having the same problem with office 2007 link is http://[redacted] I select office 2007 pro then I don't get the key regestar page im should be able to enter the key then select English then site code then it should take you to sign in to your account Desired Settlement: please fix these links

Business

Response:

Business' Initial Response /* (1000, 5, 2013/05/24) */

May 24, 2013

[redacted] Drive

[redacted] LA XXXXX

RE: Revdex.com Case # XXXXXXXX

Hi Mr. [redacted],

Your complaint filed with the Revdex.com, regarding your issue of downloading a backup copy of Microsoft Office 2007 and Microsoft Office 2010 from our web site was forwarded to Microsoft on Monday, May 20.

I emailed you to try a different link, but once you cleared your temporary files by going to Tools Internet Options and clicking on Delete... and ensuring that 'Temporary Internet files and website files' was selected, the following two links now work:

* Office 2007: http://[redacted]

* Office 2010: http://[redacted]

I am very happy to hear that everything has been resolved to your expectation! I will update and close your case at this time. Thank you for your support of Microsoft and Microsoft products. I hope you will continue to be a valued customer!

Thank you.

Sincerely,

Microsoft Customer Advocacy - United States

Microsoft Corporation

1 Microsoft Way

Redmond, WA 98052

cc: [redacted] Revdex.com of Alaska, Oregon and Western Washington

Review: I purchased Mac Office 2011 in April 2011 at the same time I purchased a new MacBook Pro from Micro Center retail store in St. Louis Park, MN.

Last weekend I needed to replace my hard drive because it was occasionally working. My old hard drive was cloned to a new hard drive and installed in the computer. Everything worked great, except Microsoft Mac Office 2011 which required a product key from the product packaging which is long gone. I registered the product when first installed, I even had my old drive reinstalled to try and get the product key from Office but it no longer works on the old hard drive.

I am a paying customer who legitimately bought Mac Office 2011. Microsoft Customer Support on the phone says my only option is to buy the software again from them for $140. This is ridiculous, I already paid for the software and now it's not working on my old hard drive. The news is reporting Mac Office 2014 will be released in a matter of weeks, I would have to be crazy to rebuy Mac Office 2011 for $140. I just want my office software to work again.Desired Settlement: I would like a product key for Mac Office 2011 to get my legitimately paid for software working again. This is causing a major impact on my life, I can no longer type word documents, work on excels, or use PowerPoint and I have a presentation this afternoon.

Review: I bought microsoft office 2013 - home & student.

When I got home, the activation key won't work (so I can't install or download my software I purchased). I've not spoken wiht customer service 4 times and they refuse to give me a work activation key and have not solved the problem.Desired Settlement: A refund ($140) or a working product.

Business

Response:

Final Consumer Response /* (2000, 6, 2014/07/21) */

The issue has been resolved now. They finally respond and got me a working copy. Thanks for your assistance in this manner.

-[redacted]

Review: On 11/3/2013 I purchased a Surface Pro 2 from the Microsoft store in the [redacted] in White Plains. It worked correctly up until yesterday 11/18/2013 when it stopped charging correctly. The product was defective in the charging port. I wanted to return the item for a refund, however I was denied because I was past the 14 day return window by 2 days. They coerced me into taking store credit, which amounted to $1581.76. I have the store card and I have not used any of the money on it.I even made a video of the problem: [redacted]

Product_Or_Service: 256GB Surface Pro 2 and various accessories

Order_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my refund to be applied to my original payment methods since the product was faulty.

Business

Response:

Initial Business Response /* (1000, 8, 2013/12/06) */

December 6, 2013

Revdex.com Case: XXXXXXXX

Dear [redacted],

My name is [redacted], and I am with the Customer and Field Advocacy Team at Microsoft. We received correspondence from the Revdex.com detailing your recent Microsoft Store experience. I understand you recently purchased the Surface Pro 2, but not long after discovered that the charging port may be defective. When you reached out to the Microsoft Store for support, you were told you could not be reimbursed via your original payment method because you had missed the 14 day return window by two days. You were, however, issued a store credit of $1581.76. You are now looking to have this amount credited to your original payment account.

Upon receipt of this issue, you were connected with the Microsoft Store Escalation Team, and on December 6th, your refund was successfully returned to your account, and you have given permission to close this case as "resolved".

Thank you for allowing us the opportunity to make things right for you.

Thank you,

Advocacy Manager

Microsoft Corporation

Final Consumer Response /* (2000, 10, 2013/12/09) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: On March 12, 2013, I purchased Office Home and Student 2013/Product SKU: AAA-XXXXX on my Sony Viao computer. My computer runs Windows 7. The Order No. for the product was MSXXXXXXXXXX. I paid $139.99 for the product on my American Express credit card. I purchased the product primarily for the purpose of drafting and editing documents in Word. Unfortunately, Word does not work at all. Every time that I attempt to open the program, I got an error message stating that the program had encountered a problem and needed to close. Every time that I tried to download a document from my inbox, the document would flash on the screen only to disappear immediately and not open. Every time that I followed the steps to make repairs to the program (either on my hard drive or online) the same problems remained after the problems were supposedly "fixed". When I attempted to seek help for this product online, not only did the help service appear to cost $99.99, no online techs were ever even available to assist. After not being able to open any document in Word for more than two weeks on my computer or get any assistance or fixes to solve the problems, I finally uninstalled the program, opting instead to go back to using the Office Starter programs that came with my computer. Additionally, Microsoft provides no obvious way to return the program or get your money back (I may have even seen an automatic renewal charge, in which case I assume I will be charged again at some point for this product, but I can't recall.) Based on this, my first, experience purchasing a Microsoft product online, I would never do so again.

Desired Settlement: I would like Microsoft to refund the $148.74 ($139.99 + $8.75 tax) online purchase price that I paid for Office Home and Student 2013 by crediting that amount back to my American Express card. I have already uninstalled Office Home and Student from my computer because I could not open any documents for two weeks -- I have essentially (or virtually) returned the product. Microsoft, however, does not appear to allow product returns (or at least provide any logical, straightforward mechanism for doing so). Thus, despite the fact that I never used this product and do not want it, I have been unable to get my money back and have had to resort to filing this complaint. I simply want Microsoft to refund me the $148.74 purchase price of Office Home and Student 2013.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/15) */

April 15th, 2013

[redacted] N. [redacted] St. Apt [redacted]

Chicago, IL XXXXX

RE: Revdex.com Case# XXXXXXXX

Dear [redacted],

A copy of your report filed with the Revdex.com of Alaska, Oregon and Western Washington regarding your Office Home and Student 2013 issues was recently forwarded to Microsoft.

We understand the difficulties you have experienced and welcome the opportunity to resolve this with you. According to my records, you have recently purchased Office Home and Student 2013. Since then, it is my understanding that you were unable to open documents from your inbox. Furthermore, Word 2013 crashed every time you opened a Word document. Because of these problems, you contacted Microsoft Online Support, who were ultimately unable to resolve your issues. You have requested a refund for your Office Home and Student 2013 purchase.

In response to your report to the Revdex.com, Service Request #XXXXXXXXXX was created to address your Office Home and Student 2013 refund request. Our Microsoft Store Escalation team worked with you and successfully processed your refund request for your Office Home and Student Order, MSXXXXXXXXXX.

In the event that you did not receive your credit, please send an e-mail to [redacted]@microsoft.com and reference number XXXXXXXXXX with your e-mail and phone number, and we will be happy to follow-up.

We thank you for your patience and apologize for any inconvenience you have experienced.

Sincerely,

Microsoft [redacted] Advocacy - United States

Microsoft Corporation

1 [redacted]

Redmond, WA XXXXX

cc: [redacted] Revdex.com of Alaska, Oregon and Western Washington

Consumer's Final Response /* (2000, 7, 2013/05/03) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Microsoft addressed my issues, refunded my purchase and handled my complaint promptly and professionally.

Review: I purchased a copy of Microsoft Office for Mac Academic 2011 and received product key [redacted] My hard drive failed and I am now trying to re-install the software onto my computer.

I am receiving an error message stating that the product key has already been used.

I need a new code from Microsoft in order to be able to use the software.

I have called Microsoft five times over the last three days, and after being put on hold for over 7 hours total, I keep being told that the server is down so a new code cannot be issued. I am instructed each time to call back in 2 hours.

I rely on this software for my work and it is unacceptable that I cannot use the software that I paid for.

Desired Settlement: I would like to be able to use the software that I paid for immediately. Either provide me the code or a new product key.

The Microsoft phone customer service experience is the worst I have ever encountered, and I do not want to keep calling every two hours just to access an item that I paid for.

Business

Response:

Initial Business Response /* (1000, 5, 2013/12/18) */

December 18, 2013

San Francisco, CA 94118

RE: Revdex.com Case: XXXXXXXX

Dear [redacted],

Microsoft sincerely appreciates the opportunity you have given us to address the concerns you submitted to the Revdex.com under Case XXXXXXXX. We understand that you have experienced difficulty reinstalling your Office for Mac Academic 2011 software. Upon receipt of your Revdex.com Case, Microsoft launched an investigation into this incident.

[redacted] with the Microsoft Office Escalation Team was able to reach you directly and work with you to successfully resolve the issues you were experiencing. As noted in our email correspondence with you, we understand that no additional assistance is needed at this time.

Microsoft considers this matter closed. It has been our pleasure working with you to address your concerns.

Best Regards,

Senior Advocacy Specialist

Microsoft Corporation

[redacted] - [redacted]

Redmond, WA 98052

Review: Downloaded the free windows 8.1 update available to me since I purchased the windows 8 upgrade. After installing the update it made a few changes to my computer most were not a issue but I am no longer able to connect to my wireless printer on my Network since it will not find the printer on my network. I reset the wireless printer to make sure it was on my wireless network and tested with my smart phone that it will print. I try to add a printer under devices and printers and it will not find the printer. I requested a call back from Microsoft Tech and the Tech that called me stated it was nothing to do with the update and only way he would help me was to purchase Tech support. I told the tech that I tested all the equipment and was working fine it has to be the 8.1 update and if Microsoft would not help me I would file a complaint he then rudely hung up on me. Desired Settlement: I want Tech support to walk me threw the steps to get my Printer working on my network with my desktop like it was before the windows 8.1 update.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/31) */

Hi [redacted],

I received your request to the Revdex.com of Alaska, Oregon & Western Washington for assistance in getting your printer to work with Windows 8.1. Once I received your request, I reached out to our escalation team for assistance. Our Engineer is currently working with you to troubleshoot your issue, and we will consider this case closed after you agree that it has been properly addressed.

Thank you,

Advocacy Manager

Microsoft Corporation

Review: I purchased a year of Microsoft Premium Technical Support(Phone Service) and 1 year of personal training vi the Microsoft Freehold NJ Retail Store. This was purchased on 3/04/2013. I have required to use the Microsoft Premium Technical Support twice since purchase. The first time I was not provided the correct card and number, this was worked through and I received the support I needed. I just now required the use of this subscription again and was told they needed to check with the store, as the store was not supposed to sell this service as it did. My receipt number is XXXXXXXXXXXXXXXXXX, cashier number XXXXXX Retail SEQ XXXXX. I was left on hold for an hour and fifteen minutes and subsequently disconnected. I was also told I need to spend more money for Microsoft to provide service. Desired Settlement: REFUND for 179.93

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/29) */

October 29, 2013

Revdex.com Case: XXXXXXXX

Hello Ms. [redacted],

My name is [redacted] and I am with the Customer and Field Advocacy Team at Microsoft. Our offices received your report filed with the Revdex.com. I understand that you purchased a year of Microsoft Premium Technical Support (Phone Service) and 1 year of personal training via the Microsoft Freehold NJ Retail Store. This was purchased on 3/04/2013. You required to use the Microsoft Premium Technical Support twice since purchase. The first time you were not provided the correct card and number, however this was resolved and you received the support needed. When you needed to use the service a second time, you were told by a Microsoft Store representative that they needed to check with the store, as the store was not supposed to sell the service as it did. You are requesting a refund in the full amount of $179.93 for the service since you cannot use the service as intended.

Please accept our most sincere apologies for any frustration or inconvenience caused by this experience. The Microsoft Store from which the service was purchased has issued a full refund in the amount of $179.93.

At this time, your issues appear to have been resolved. Please let Microsoft know if you require any further assistance with this.

Sincerely,

[redacted] Senior Advocacy Specialist

Customer and Field Advocacy

Review: I purchased Office Home Student 2013 in February. I am supposed to be able to re-download my purchased software in the event of a computer recovery. When I logged in to my microsoft account there was no record of my purchase and unfortunately I did not keep the confirmation e-mail from 4 months ago, which I told the representative because it is supposed to be linked to my account as it has been. I contacted microsoft to see if they would resend my product key so I could re-download my software and was told to contact my banking institution or the Revdex.com. So I am contacting you because I paid for a product that I do not have nor do I have access to it now. I bought this product ONLINE so I would not have a disc to re-download it. It was not a yearly subscription either.Desired Settlement: I need a replacement product key or my money back.

Review: my name is [redacted] and I am always busy everyday practicly all day and one day I came home and decided to play some xbox before bed I am a very busy person... I turned on my xbox and instantly got disconnected from xbox live and then tried to sign back in and it said my account had been suspended til 12-30-9999 and I was beyond estatic and highly fustrated upset and confused on what the heck is going on? so I called xbox and found out my account was being used on 3 different consoles other than my own! I had recieved the email notification saying I was banned for supposive "harrasment" which I KNOW FOR A FACT DID NOT DO being my account was being used everwhere and by everyone other than myself hense the 3 other consoles? Which I didnt even KNOW..... wth seriously! so I filed a UAC on my account to try and fix the ban/suspension issue and fix it and I did this on the 12th of this month. I have been calling everyday and checking my emails faithfully multiple times a day and have not recieved anything and whenever I call they say oh they need an alt email address cuz we cant email the email account associated with your live account so I gave them one, then yesterday night I called for the second time yesterday day and they said they would have someone email me, and they have failed to go through with anything they say they are going to do.... and I want my account fixedDesired Settlement: Unbanned/unsuspended/ remove ban and allow me to use my account on xbox live!

Review: I ordered a Jawbone Up 24 from their website and received an adobe photoshop print card instead. When I spoke to customer service, they said I can do a refund or wait for a 48 hour returned phone call.I decided not to do a refund because I made the purchase on sale.Desired Settlement: I would like for Microsoft to send me the correct product as overnight express mail.

Review: For the last year I have been trying to close my email account with Microsoft: [redacted]@msn.com.

Each time I go to close it they take me to a variety of other places regarding other services that I may have obtained and state that I need to close those accounts. Yet, the accounts they reference state "cancelled" and the date was 2006.

I have called repeatedly and they transfer the call and no one answers

Desired Settlement: I simply want to close this account.

Review: I am an adjunct math instructor at [redacted] in [redacted] IN. About a year ago I purchased Microsoft Part # GLC-XXXXX with associated Windows 7 Ultimate Key from the Lawrence, IN campus of [redacted] and installed the Windows 7 Ultimate on a NEW 1TB HD on a Dell Inspiron 1440 laptop. Things went FINE! ;-)

So, I purchased another Dell Inspiron 1440 laptop and installed a NEW 500GB HD. I also purchased a new Microsoft Part # GLC-XXXXX with associated Windows 7 Ultimate Key (same Product #, different Windows 7 Ultimate Key!). I then installed THIS Windows 7 Ultimate OS onto the NEW 500GB drive just like the NEW 1TB drive earlier. Microsoft now states that the SECOND 25char key will not work even though the first one DID work. I do NOT understand how. Microsoft says I can get a 30 day extension for nearly $100 which is like saying I can buy a car with a 'represented' clear title for perpetuity but then in less than 30 days be told that I need to 'renew' the title for another 30 days when I PAY MORE than the originally purchased car!

See here:

HD 1TB 500GB

OS NEW WIN7 Ult NEW WIN7 Ult

Drive NO pre-existing OS NO pre-existing OS

Laptop Dell Dell

Model Inspiron 1440 Inspiron 1440

RAM 8GB 4GB

Lic Key Worked 1st time!! NEVER WORKED

Microsoft Tech Support has been WORTHLESS. I've spent over 3 hours and NO PROGRESS and I have less than 20 days left to solve this MICROSOFT issue. Supervisors/Managers are ALWAYS in a meeting! Yeh, right! ;-((Desired Settlement: VERY SIMPLE: Provide a valid Windows 7 Ultimate license key that I can use without ANY additional cost. That is, I get what I paid for!

Review: X box 360 slim s series is defective the internal 4 gig memory goes out after warranty and then you are forced to buy new X box or pay Microsoft to fix.this is defective equipment and should get fixed for freeDesired Settlement: Recall on all 360 slim to get fixed for free

Review: I purchased two items from microsoftstore.com on October 13 (order number XXXXXXXXXXX and XXXXXXXXXXX). At the time there was a promotional price of $99. When checking out, my cart reflected the promotional price $99 plus 8.22 tax. However my email confirmation and credit card were charged the non-promotional price of $359.10 plus 29.81 tax. I contacted customer service twice but was told that they do not adjust any orders even ones that are mistakes. It was also escalated but also dismissed.Desired Settlement: I am requesting that Microsoft honor their own promotional price and credit me back the correct amount of $563.38.

Review: I ordered a Surface Docking Station on 12/16/2013 for a price of $199.99 but on 12/19/2013 the price dropped to $179.99. When I called to get the difference refunded Microsoft refused. However, I cannot order the $179.99 price because it is out of stock -- which is also the reason they are using for not honoring the difference.

Several requests to talk to a manager were not honored and I was then disconnected by the agent.

This is clearly a deceptive advertising practice to show a discounted price on an item that is not in stock.Desired Settlement: The difference in price which is $20 plus the sales tax.