With my money still being possessed by Redmond, and my software also being located somewhere in the Microsoft product vaults, I was sent a link requesting feedback about my engagement with them the other day that I outlined here.
Well, they certainly got some feedback! Unfortunately most of it was of the 1-10 kind but on the last page they gave me some comment boxes... Thank you, Microsoft, the first decent thing you've done in this affair so far.
Please share any suggestions for how we can improve the Microsoft Store website:
You could start by making it work. I understand that's a real challenge for you. I've purchased and downloaded software from a lot of small operations and they all seem to be able to manage to take my money easily and provide me a link so I can download the product. Microsoft took 2 shots at taking my money, succeeding on the 2nd occasion, but still managed to fail to provide me with the product.
I was then told the transaction was cancelled, but my money is still a safe part of the Microsoft cash mountain. The product, on the other hand, remains in your software vaults somewhere. I'm about to start three weeks of 70 hour weeks so it's highly unlikely I'm going to be able to chase this up in that time frame but I strongly suspect the issue will still be waiting for me at the end of that time period.
Please tell us about factors that influenced your survey responses or share any other comments about your support experience:
Try training your people to talk like members of the human race, not brain dead morons, I thought Microsoft prided itself on hiring intelligent people.
The script that he was obviously required to use was patronising in the extreme. My evaluation of his performance is an evaluation of his training, I'm sure he was doing *exactly* what he was supposed to. The fact that he is required to talk in such a ludicrous manner is what needs to be addressed here. Microsoft isn't functioning as a dynamic, innovative, receptive software company, it's functioning as a staid bureaucractic behemoth, and it's little wonder that it's struggling to put together quality products.
Even if my purchase goes through, my first act if I ever get a hold of Office 365 will be to buy an add on to restore the highly efficient structures of Office 2003 as opposed to the farcically organised current model which still alternately bemuses and infuriates me after years of use.
I didn't want them to be under any illusions about my thoughts regarding their performance in this matter, amongst the confusing messages I got last time was that the issue would be passed upwards and would take 48-72 hours to be looked at. If I don't work at school tomorrow, I will chase them up some more, as long as I'm feeling brave that is!
Showing posts with label Microsoft. Show all posts
Showing posts with label Microsoft. Show all posts
Thursday, 28 August 2014
Monday, 25 August 2014
Microsoft, Office 365 and how 78 billion dollars in yearly revenue doesn't mean you know shit about online sales!
I have always preferred Windows based systems to Apple and I have used MS Office for many years, periodically buying new editions.
In line with the above, it occurred to me several weeks ago that it was time to update my current MS Office suite, some of the kids I tutor bring assignments in and so it's useful to have MS Office on all my computers and not just some of them as is currently the case. MS Office provides a good solution as it allows you to put MS Office on 5 PC's and 5 tablets, which is certainly enough to cover my needs. And at $119 a year, tax deductible given it's for the business, it didn't seem like a totally unreasonable price to me. I'm well aware of Open Office but it can be bit of a nuisance when the kids don't use it so I prefer to have the standard behemoth.
So, decision made, I clicked into the Microsoft web store, found my way to the product and tried to order it. Epic fail #1. It failed to put my order through. While this doesn't happen often, these things do occur so I just left it for a couple of weeks and came back on Saturday. Order goes through, I get the confirmation email and told that another email including the download link will be sent soon. I've purchased software online many times and it's quite common for the product link to be sent to you in a separate email, although it's also common for you to be taken directly to the download site upon paying. Clearly, Microsoft don't want to be common.
I did note that there was a warning that not all people were getting the confirmation email but I figured that a company which managed 78 billion dollars in revenue last year would have managed to fix that.
Sunday morning - check emails no dice, but I decided to give them another 24 hours as Microsoft is an older company and probably only works Monday to Friday. Monday morning - no dice again so I took my courage in both my hands and contacted the online help.
"Hi! Thank you for visiting Microsoft Store Customer Support! My name is Joe Bloggs *. How may I help you today?"
I explained how I'd paid for Office 365 without getting the payment...
"I'm so sorry to know that. But don't worry, I will do all my best to help you with this concern."
The patronising tone evident in the call centre style greeting continues - I don't want your best - losers always whine about their best - I want the problem solved!
We got through the procedures to verify my order and the account and then he drops the bomb on me...
"I understand how important this purchase is to you. Sadly,our system encountered an error within the order placing process. Sadly your order has been cancelled."
Gee, great way to do your best people and thanks again for more of your patronising attitude! Your company's incompetence isn't sad, it's downright shameful!
I decided it was time to give him a free assessment of his company's skills:
"This is twice that I have tried to buy Office 365 and not been able to. Pass on to your superiors that your company's incompetence in putting together a basic online sales interface astounds me. I've purchased online from many a small operation and, astonishing as this concept may be to you, they manage to take my payment and give me access to the downloadable items."
Perhaps the dripping sarcasm might provoke a real response:
"I'm so sorry for this inconvenience."
Wishful thinking on my part. Still, I keep telling my students that persistence is important so I try again:
"Please also suggest to them that encouraging their salespeople to talk like members of the human race and not robots wouldn't be a bad idea, either! As for the product, I'm sick of trying to buy it and will use Open Office instead."
A lie re Open Office but I'm getting desperate.
"I will escalate your case to our higher level of Department it takes for about 48-72 hours."
I'm starting to question whether it's a human or a robot on the other end of this conversation, a train of thought encouraged by 'his' next few comments:
"Nothing to worry, I will personally monitor your order here in my end. I will also send you available email updates."
"You are not currently connected to an Answer Tech (Microsoft sales specialist)."
"FUCK YOU MOTHERFUCKER!" Spoken out loud.
I'm awaiting further developments, I will note that I do not currently have access to Office 365 while according to Teachers Mutual Bank and Paypal, Microsoft still have access to my 119 dollars!
Further updates as they come to hand.
* Name changed to protect the 'salesperson', if he was a real person he was doing 'everything' he was trained to do and I have no particular beef with him other than his choice of career, surely he can do better.
In line with the above, it occurred to me several weeks ago that it was time to update my current MS Office suite, some of the kids I tutor bring assignments in and so it's useful to have MS Office on all my computers and not just some of them as is currently the case. MS Office provides a good solution as it allows you to put MS Office on 5 PC's and 5 tablets, which is certainly enough to cover my needs. And at $119 a year, tax deductible given it's for the business, it didn't seem like a totally unreasonable price to me. I'm well aware of Open Office but it can be bit of a nuisance when the kids don't use it so I prefer to have the standard behemoth.
So, decision made, I clicked into the Microsoft web store, found my way to the product and tried to order it. Epic fail #1. It failed to put my order through. While this doesn't happen often, these things do occur so I just left it for a couple of weeks and came back on Saturday. Order goes through, I get the confirmation email and told that another email including the download link will be sent soon. I've purchased software online many times and it's quite common for the product link to be sent to you in a separate email, although it's also common for you to be taken directly to the download site upon paying. Clearly, Microsoft don't want to be common.
I did note that there was a warning that not all people were getting the confirmation email but I figured that a company which managed 78 billion dollars in revenue last year would have managed to fix that.
Sunday morning - check emails no dice, but I decided to give them another 24 hours as Microsoft is an older company and probably only works Monday to Friday. Monday morning - no dice again so I took my courage in both my hands and contacted the online help.
"Hi! Thank you for visiting Microsoft Store Customer Support! My name is Joe Bloggs *. How may I help you today?"
I explained how I'd paid for Office 365 without getting the payment...
"I'm so sorry to know that. But don't worry, I will do all my best to help you with this concern."
The patronising tone evident in the call centre style greeting continues - I don't want your best - losers always whine about their best - I want the problem solved!
We got through the procedures to verify my order and the account and then he drops the bomb on me...
"I understand how important this purchase is to you. Sadly,our system encountered an error within the order placing process. Sadly your order has been cancelled."
Gee, great way to do your best people and thanks again for more of your patronising attitude! Your company's incompetence isn't sad, it's downright shameful!
I decided it was time to give him a free assessment of his company's skills:
"This is twice that I have tried to buy Office 365 and not been able to. Pass on to your superiors that your company's incompetence in putting together a basic online sales interface astounds me. I've purchased online from many a small operation and, astonishing as this concept may be to you, they manage to take my payment and give me access to the downloadable items."
Perhaps the dripping sarcasm might provoke a real response:
"I'm so sorry for this inconvenience."
Wishful thinking on my part. Still, I keep telling my students that persistence is important so I try again:
"Please also suggest to them that encouraging their salespeople to talk like members of the human race and not robots wouldn't be a bad idea, either! As for the product, I'm sick of trying to buy it and will use Open Office instead."
A lie re Open Office but I'm getting desperate.
"I will escalate your case to our higher level of Department it takes for about 48-72 hours."
I'm starting to question whether it's a human or a robot on the other end of this conversation, a train of thought encouraged by 'his' next few comments:
"Nothing to worry, I will personally monitor your order here in my end. I will also send you available email updates."
"You are not currently connected to an Answer Tech (Microsoft sales specialist)."
"FUCK YOU MOTHERFUCKER!" Spoken out loud.
I'm awaiting further developments, I will note that I do not currently have access to Office 365 while according to Teachers Mutual Bank and Paypal, Microsoft still have access to my 119 dollars!
Further updates as they come to hand.
* Name changed to protect the 'salesperson', if he was a real person he was doing 'everything' he was trained to do and I have no particular beef with him other than his choice of career, surely he can do better.
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