Difficulties upgrading 2004 to 2008 - who can I talk to?

[Michel]

I am wondering if any of you know who I can speak to in Microsoft about the
following problem.

I bought Office 2004 last month (special November 23rd deal) with the
intention of upgrading it to Office 2008, since I already have the latter.

In an effort to reduce shipping costs, my forwarding agent removed the
software from its larger plastic case. In doing so, the COA (Certificate of
Authenticity) was discarded in error.

The shipper has a surveillance video showing how the product was opened and
is willing to vouch for that in any way it can.

I tried to communicate with the upgrade people at Microsoft about this, but
they are exceedingly stubborn about the COA. I even offered to send
everything I do have (all the inserts in the larger box save the COA, the
software disks themselves, etc) but they still refuse.

I've bought every version of MS Office for Mac since Office 98, and have
been a faithful customer, so this lack of flexibility is particularly
exasperating.

I never thought it would come to this, but I'm seriously thinking of
switching to iWork or NeoOffice because of this hard-headed lack of support.
I mean I've now paid much money for a product I already own, and Microsoft
is not willing to help me in any way.

I'm posting this here in the hopes that someone reading it will know of some
way to get through the Microsoft bureaucracy and put me in touch with
someone in Microsoft who will be in a position to help me.

Thanks in advance for any help you can provide.

Michel

 

[Jim Gordon MVP]

Hi,

Office 2008 is not yet for sale anywhere. So I assume you are referring to
opening the Office 2004 package.

No legitimate retailer would provide a product to you without the
Manufacturer's product codes, etc. so I am assuming the Office product
package was successfully delivered intact to your forwarding agent.

You are saying that the forwarding agent discarded important parts of the
product packaging, and you want Microsoft to do something about the
situation.

Why on earth would Microsoft be responsible for someone you or the retailer
engaged to deliver the product?

If the forwarding agent screwed up, then go after the forwarding agent. No
one else is responsible.

-Jim

I am wondering if any of you know who I can speak to in Microsoft about the
following problem.

I bought Office 2004 last month (special November 23rd deal) with the
intention of upgrading it to Office 2008, since I already have the latter.

In an effort to reduce shipping costs, my forwarding agent removed the
software from its larger plastic case. In doing so, the COA (Certificate of
Authenticity) was discarded in error.

The shipper has a surveillance video showing how the product was opened and
is willing to vouch for that in any way it can.

I tried to communicate with the upgrade people at Microsoft about this, but
they are exceedingly stubborn about the COA. I even offered to send
everything I do have (all the inserts in the larger box save the COA, the
software disks themselves, etc) but they still refuse.

I've bought every version of MS Office for Mac since Office 98, and have
been a faithful customer, so this lack of flexibility is particularly
exasperating.

I never thought it would come to this, but I'm seriously thinking of
switching to iWork or NeoOffice because of this hard-headed lack of support.
I mean I've now paid much money for a product I already own, and Microsoft
is not willing to help me in any way.

I'm posting this here in the hopes that someone reading it will know of some
way to get through the Microsoft bureaucracy and put me in touch with
someone in Microsoft who will be in a position to help me.

Thanks in advance for any help you can provide.

Michel

--
Jim Gordon
Mac MVP

MVPs are not Microsoft Employees
MVP info

 

[Mr. Strat]

I am wondering if any of you know who I can speak to in Microsoft about the
following problem.

I bought Office 2004 last month (special November 23rd deal) with the
intention of upgrading it to Office 2008, since I already have the latter.

In an effort to reduce shipping costs, my forwarding agent removed the
software from its larger plastic case. In doing so, the COA (Certificate of
Authenticity) was discarded in error.

The shipper has a surveillance video showing how the product was opened and
is willing to vouch for that in any way it can.

I tried to communicate with the upgrade people at Microsoft about this, but
they are exceedingly stubborn about the COA. I even offered to send
everything I do have (all the inserts in the larger box save the COA, the
software disks themselves, etc) but they still refuse.

I've bought every version of MS Office for Mac since Office 98, and have
been a faithful customer, so this lack of flexibility is particularly
exasperating.

I never thought it would come to this, but I'm seriously thinking of
switching to iWork or NeoOffice because of this hard-headed lack of support.
I mean I've now paid much money for a product I already own, and Microsoft
is not willing to help me in any way.

I'm posting this here in the hopes that someone reading it will know of some
way to get through the Microsoft bureaucracy and put me in touch with
someone in Microsoft who will be in a position to help me.

Since Office 2008 is not available anywhere...

<sniff sniff> the bullshit detector is flashing like crazy

 

[CyberTaz]

I agree with Jim - the "forwarding agent" owes you a copy of Mac Office
2008. In fact, I'd go after the agent for full replacement cost of the 2004
package as well - any "agent" that takes it upon himself to
damage/destroy/alter the goods for which he is responsible deserves to be
sued.... And *who* actually saved a few $ of shipping costs - you or the
agent? Even if the saving was passed on to you it's still a matter of false
economy & shouldn't have been done without your authorization.

Can you imagine how many such claims an international corporation like MS
hears? Make an exception for one & you have to make an exception for all.

Any such promotion has rules & restrictions which are a part of the deal...
Accepting responsibility for another party's irresponsibility isn't
included.

Good Luck |:>)
Bob Jones
[MVP] Office:Mac

 

[Daiya Mitchell]

The lesson you have learned is that when you buy things with a rebate,
make extra sure right then that you know exactly what you need in order
to process the rebate, and make sure that it is saved. Read the small
print *first*.

MacBU marketing has been fielding a lot of "special case" questions like
yours on this blog post. You could try that.
http://blogs.msdn.com/macmojo/archive/2007/11/21/office-2008-for-mac-bfd.aspx

 

[Michel]

Thank you for your replies. I agree with all of you. The reason I asked
about this is because the forwarding agent has so far refused to take
responsibility, and asked me to contact Microsoft. I agreed to do so at
least initially, but will now go back and put more pressure on the agent.

Once again, thank you all for commenting.

Michel

 

[Mr. Strat]

Thank you for your replies. I agree with all of you. The reason I asked
about this is because the forwarding agent has so far refused to take
responsibility, and asked me to contact Microsoft. I agreed to do so at
least initially, but will now go back and put more pressure on the agent.

We all want to know where you bought this copy of Office 2008.

 

[Daiya Mitchell]

We all want to know where you bought this copy of Office 2008.

No, he doesn't have it yet. He's talking about the rebate offer--you
process the paperwork and they send you Office 2008 when it's out.