Here is what I need from MS to consider staying with Office 365:
#1- I need an apology for what happened. Without this acknowledgement, I do not trust you to act on my behalf.
#2- I need to know what happened. It appears that this, and other needs like a requirement to get a new password, change my sound card settings, and re-enter information for Skype resulted from a MS Update. Did my files with
MS go corrupt? Why?
#3- I need to know that you will take responsibility for fixing these problems and be more transparent in acknowledging that these things happen AND that there is an easy fix, e.g. "If Office 365 is not working properly, reinstall
it. Don't worry, we will make sure you get the program back." And I will not be your in-home technician to go through all the troubleshooting steps to fix YOUR product.
#4- If you cannot answer these questions to my satisfaction, please advise on how to get my money back for Office 365.
#1 Won't happen. Not an "official" apology from corporate MS. You may get one from an MS employee on this forum, but that is the best you can hope for.
.
#2 As Jared already said, in order to figure out "what happened", we (anyone doing trouble shooting) needs to be able to recreate the problem. We need specific steps to create the problem over and over. Of course, this general type of problem is almost
impossible to do that. Did you notice the error code at the bottom of the message you posted there is an error code:
C06d007e. You should search this site and the web in general for fixes to that code.
.#3 <giggle> there isn't a snowball's chance in .... that will ever happen. While MS will sometimes create KB articles with fixes for errors, MS doesn't actually acknowledge that there is a problem in the first place. Yes, one
of the default suggestions for fixing almost everything is "uninstall and re-install". It is relatively simple and fast and effective in many cases.
#4 MS has your money, they will not give a refund for time you have used your 365 subscription. There is a tiny chance you could get a refund for a one-time payment license. But either way they will fight you for it. But you can try. Here is MS's "official"
corporate party line on refunds:
Refunds for Microsoft purchases and subscriptions
http://windows.microsoft.com/en-us/windows/about-refunds
Purchases: Purchases are final and non-refundable unless your service offer or applicable law says you’re eligible for a refund.
Get more info on gift card refunds at
Microsoft gift card terms and conditions.
Subscriptions: If you cancel a subscription, you might be eligible for a refund. If you bought it from another retailer, contact them.
If you bought it from us, go to
Services & subscription. If you're eligible, you'll have an option to cancel the subscription immediately and get a refund. We'll issue the refund immediately, but it can take a few days for your payment provider to process it. If it's taking
too long, contact your provider first. Then, if you're still having trouble,
contact Support.
If you're not eligible, you can still remove automatic billing and keep using the subscription until the expiration date.
Read theMicrosoft Services Agreement
Really!
Way too many people are having this problem and wasting days and weeks trying to get it fixed! The only way MS is going to fix it is if they start losing money because of it.
If MS does not cooperate and give you your money back, contact your credit card company. Ask for a the charge to be reversed because they gave you a defective product. Refer them to this forum to see that lots of people are having this problem.
*********************************
Microsoft North American Retail Product Refund Guideline
http://support.microsoft.com/kb/2804532 - Manage Office 365 / 2013 Billing Options
https://www.microsoft.com/mscorp/productrefund/refund.mspx
NOTE: Print out this page and show it to the store!
<snip>
In the end, called Ms as the store would have been closed and s trek away anyway. They agreed to provide a replacement code if sent a photo of card and proof of purchase.
</snip>
Hit them in the bottom line by “voting with your feet”, ask for your money back.
2013 MS License Terms Specific to Refunds:
<snip>
- SUPPORT AND REFUND PROCEDURES
Microsoft provides limited support services for properly licensed software as described at support.microsoft.com/common/international.aspx .
</snip>
MS Services Agreement - re Refund
http://windows.microsoft.com/en-us/windows-live/microsoft-services-agreement
<snip> 9.9. Refund policies. Unless otherwise provided by law or by a particular service offer, all purchases are final and non-refundable. </snip>
So you have to depend on your local laws if you want to get a refund on a copy of 365 that never worked
MS Online Store Refunds and Exchanges Policy
http://www.microsoftstore.com/store/msusa/en_US/DisplayHelpReturnsRefundsPage
Product Key Card vs. “Traditional” Retail disk - PKC Return policy
https://web.archive.org/web/20130106224710/http://www.microsoft.com/oem/en/products/office/pages/office_2010_sell.aspx#fbid=1Kxc1qEogym
“Media less” Installations: Product Key Cards PKC (2010) / OEM / MLK(2007):
- • For use on new, preloaded PCs only
- • 1 license / 1 device / non-transferable
- • Activates preloaded Office or Downloaded installation files
- • Does not include media
Microsoft® Office 2010 Product Key Cards contains a 27 char “PIN” which you have to enter at a site to retrieve your 25 char product key. This key will activate Office on only one PC. No disc supplied. The PKC license is not transferable
to another PC. Next week if your cat uses your computer as a litter box, you have to BUY A NEW PKC.
If you “regret” your PKC purchase you can return it.
<snip from the MS License Terms, Product Key Card section>
IF YOU DO NOT ACCEPT THE LICENSE TERMS, DO NOT USE THE SOFTWARE. INSTEAD, RETURN YOUR PRODUCT KEY CARD TO YOUR PLACE OF PURCHASE FOR A REFUND OR CREDIT.
If you cannot obtain a refund there, contact Microsoft or the Microsoft affiliate serving your country for information about Microsoft’s refund policies. See
www.microsoft.com/worldwide. In the United States and Canada, call (800) MICROSOFT or see
www.microsoft.com/info/nareturns.htm.
</snip>
***********************************
<extract from 2013 MSLT>
You need proof of purchase for service under the limited warranty.
- 1. United States and Canada. For limited warranty service or information about how to obtain a refund for software acquired in the United States and Canada, contact Microsoft via telephone at (800) MICROSOFT; via mail at Microsoft Customer
Service and Support, One Microsoft Way, Redmond, WA 98052-6399; or visit microsoft.com/info/nareturns.htm.
- 2. Europe, Middle East and Africa. If you acquired the software in Europe, the Middle East, or Africa, Microsoft Ireland Operations Limited makes the limited warranty. To make a claim under the limited warranty, you must contact either Microsoft
Ireland Operations Limited, Customer Care Centre, Atrium Building Block B, Carmanhall Road, Sandyford Industrial Estate, Dublin 18, Ireland, or the Microsoft affiliate serving your country (see microsoft.com/worldwide).
- 3. Australia. If you acquired the software in Australia, contact Microsoft to make a claim at 13 20 58; or Microsoft Pty Ltd, 1 Epping Road, North Ryde NSW 2113 Australia.
- 4. Other Countries. If you acquired the software in another country, contact the Microsoft affiliate serving your country (see microsoft.com/worldwide).
</extract from 2013 MSLT>
If that doesn't work to your satisfaction, you have to take them to small claims court:
2016 09 27- Microsoft paid me $650 to scrub Windows 10 from my grandpa's PC, says man – small claims court
http://www.theregister.co.uk/2016/09/27/windows_10_small_claims_settlement/
Microsoft has paid the relative of an Alzheimer’s patient for having to scrub his PC clean of Windows 10.
2016 06 27- Woman wins $10,000 judgment against Microsoft for forced Windows 10 upgrade - Trick
http://www.extremetech.com/computing/230794-woman-wins-10000-judgment-against-microsoft-for-forced-windows-10-upgrade
*******************************
#5 Twice you have asked for a contact to MS Support. DID YOU LOOK AT THE LINK that Jared provided in his Sept 27 reply (immediately after the reply I quoted)? The article is specifically for Business Admins so provides links to
this forum, to a place to get the phone number, but it also has a link to get contact info for general consumer users.