Cathryn sent a message to Satya Nadella CEO, Microsoft – email address that said:
I am emailing in here now in a last-ditch effort to try to get ANY help from MSFT. I subscribed to Office 365 and paid the subscription for TWO years. I then cancelled the subscription and uninstalled 365 from my Mac, as per the instructions on MSFT site.
Since then, whenever I try to open a Word or Excel document in Office 2008, which is still on my laptop, a pop-up appears saying my 365 subscription has ended and I must renew. The pop-up will not close, and the laptop becomes disabled.
I have been trying via online and in-store visits to get MSFT help with this, as it is the MSFT product that is causing the problem.
I have been working on this for weeks, and have encountered no end to the dreadful and appalling "service" that MSFT provides.
Your offshored India Philippines "support" is hopeless, your offshored phone support is also hopeless, and I drove 30 miles r/t yesterday to attempt to get help at the MSFT store. The guy there took control of my laptop and mucked around on it for some time, then told me he was not, in fact, tech support. That for someone to figure it out, I must drive into the Portland MSFT where they offer tech support. He lied to me. That was the third time an MSFT employee has lied to me in this frustrating odyssey.
I just got off the phone with "Aaron," a "supervisor" int he Philippines who got all wrapped up in how I had deactivated Office 2008 on my laptop and must find the product code to reactivate it. He then explained that 365 wouldn't work for me b/c I cancelled my subscription, so I must pay to re-subscribe.
He missed the point entirely, but yesterday an online support person in India also completely missed the issue and told me I must pay $99 for one-time higher tier support.
I realize I'm just one customer and MSFT doesn't care, but this has taken hours and hours and hours of my life that I will never get back, and I have gotten nowhere. It's MSFT product that is causing the problem, and so the onus is on MSFT to fix this and not put the customer through endless pain. I am infuriated with MSFT at this point, and cannot believe the arrogance of a company selling a product that then causes issues when one unsubscribes... and then running the customer in endless fruitless and time-consuming searches for actual help with a problem YOUR COMPANY'S SOFTWARE IS CAUSING.
I have no idea what to do at this point -- my laptop is semi-disabled by the 365 renewal notice (NO, I WILL NOT RENEW),and I need help. What is a customer to do in this case? This is appalling.