G+_Brian Barcus Posted January 15, 2016 Share Posted January 15, 2016 I'm not one to rant but wow Microsoft Satya Nadella #Satya Nadella the tech support experience I had over the last 2 days would drive anyone to Apple. Short version: I cloned a client's failing hard drive to a new drive. Office 2010 then asks to be activated because the hardware changed. Go through the usual activation call to the automated system but that fails. Call tech support, they logon remotely to try to download the install file for Office 2010 AFTER they had uninstalled Office from the computer. Download fails and the tech support guy says he has to leave for an emergency. Turns out his shift had ended. He has never given me a Case Number, he just signs off. I call Support again and get the message that it's closed. So I have a client with an non-working uninstalled Office 2010. Below is the timeline I have X'd out the tech's name. [6:50 PM] Connecting... [6:50 PM] Connected. A support representative will be with you shortly. [6:50 PM] Support session established with Xxxxxhary. [6:50 PM] You have granted Xxxxhary permission to control your desktop. To revoke, click the red X on the toolbar. [6:50 PM] Remote Control started by Xxxxxhary. [6:51 PM] HI SIR [7:23 PM] dont worry sir [7:23 PM] i will work and fiux this up [8:20 PM] sir sometnhing is wrong with the system [8:21 PM] sir my shift is going to over [8:26 PM] JOE has revoked all permissions. [8:26 PM] Remote Control by Xxxxxhary stopped. [8:30 PM] Xxxxxhary has stopped servicing requests. Please wait. So I call Microsoft Support this morning and explain the situation again...and again...and again...and again. Eight (8) phone calls, some of which end up disconnecting when they try to transfer me to the right division. Every person I talked to were ESL speakers and even though I live in a very multicultural environment and have a pretty good ear, I could barely understand any of them. Not their fault since it's management who hires and places them in their departments. In each call I ask for a Case number right away so I don't have to start at square one and never get one until the last call when I finally got some one who listened to what I said I needed and just didn't read their response off a database screen. I still haven't tried the re-install since I will be traveling this weekend and don't want to be stuck in Support hell on a Friday. Temp fix was to install Office 365 from my account to the client's computer until 2010 is re-installed. This is the new Microsoft? Link to comment Share on other sites More sharing options...
G+_Chris Clark Posted January 15, 2016 Share Posted January 15, 2016 My question is why would Sundar Pichai (the CEO of Google) care about your Microsoft tech support experience? Link to comment Share on other sites More sharing options...
G+_Joe Loschiavo Posted January 16, 2016 Share Posted January 16, 2016 Oops got my CEO's mixed up #Satya Nadella should have been noted, but if Sundar Pichai can help by making a full-blown operating system I'd take that too. Link to comment Share on other sites More sharing options...
G+_Joe Loschiavo Posted January 16, 2016 Share Posted January 16, 2016 Alan Clegg didn't want to do a public post with the tech's name but some of my comments to the techs should have had X's in them :-) Link to comment Share on other sites More sharing options...
G+_David Pick Posted January 16, 2016 Share Posted January 16, 2016 So I'm asking. How hard was it to re-install Microsoft Office 2010 versus all this mess to reactivate a possibly corrupt install? Link to comment Share on other sites More sharing options...
G+_Rob Chanock Posted January 16, 2016 Share Posted January 16, 2016 Install Libre Office. Done. Link to comment Share on other sites More sharing options...
G+_David Pick Posted January 16, 2016 Share Posted January 16, 2016 Rob Chanock I thought that as well. But there's learning to use an different office suite by the customer that would probably become a problem. Compatibility with saved files could be a problem as well. Libre Office can open MS Office files, but not save 100% compatible files. Link to comment Share on other sites More sharing options...
G+_Joe Loschiavo Posted January 16, 2016 Share Posted January 16, 2016 David Pick Office was preinstalled so client doesn't have a disk. It's one of those odd Office 2010 Professional Pro OEM VLM versions so I didn't have a disk either. I have install disks for most every version of Office going back to Office 97 but not this one. The entire episode was a request to get the correct legitimate install file to do just that. Apparently it is a known issue with Office 2010 when cloning a drive. It will sense the equipment change and flag it as a new install. My choice is to upgrade to 365 but I have plenty of clients who are writers and they aren't quick to change the tools they use on a daily basis. Link to comment Share on other sites More sharing options...
Recommended Posts