Office CD "missing"

[Tony Corless]

My brother has a problem which over the past few weeks has been driving
him crazy.

Just over a year ago he bought a new PC from a major multi-national
vendor. He bought it with Windows ME and Office XP pre-intalled and with
a 3 year support deal that was to cover the hardware and pre-installed
software.

A couple of weeks back some problem arose which means that he has to re-
install Office. At that point he finds that he was not shipped any back
up CD or product activation key. He got a CD which he thought was the
back-up of the software but it does not contain any useful files. He
contacted the vendor, and they agree that they did not ship these as for
a time it was their policy not to ship these items. They also say that
the pre-installed software is not covered by the support deal (although
their web site says that it is). As far as they are concerned he has to
go and get a new copy of the software or live without it.

I have contacted Microsoft in the UK and they have confirmed that this
vendor indeed had a policy not to ship CDs and keys for a time. In fact,
the first person I spoke to was immediately familiar with this issue.
While sympathetic he was unable to help as the issue is between the
purchaser (my brother) and his vendor. The vendor acknowledges that they
pre-installed the software but refuses to assist in any way.

Has anyone else encountered similar difficulty? If so, is there any way
out other than a complete re-purchase of the software?

 

[DL]

If yr in the UK, and assuming this supplier is still trading, take a print
copy of the web site detailing the support (where it includes software),
also any details of extra software offered, then either consult yr local
trading standards office and / or write to the supplier, detailing yr
complaint, and informing them that you will issue a county court summons
within 28 days for the cost of new software + expenses.
AND DO IT!
Software is next to useless without the origonal media, and particularly XP
since the activation key is required to reinstall/reactivate.
One wonders if the supplier was on a fiddle with MS licences!
Please let us all know who the supplier was, in order that we can avoid
them!
David

 

[Peter T]

If yr in the UK, and assuming this supplier is still trading, take a print
copy of the web site detailing the support (where it includes software),
also any details of extra software offered, then either consult yr local
trading standards office and / or write to the supplier, detailing yr
complaint, and informing them that you will issue a county court summons
within 28 days for the cost of new software + expenses.
AND DO IT!
Software is next to useless without the origonal media, and particularly XP
since the activation key is required to reinstall/reactivate.
One wonders if the supplier was on a fiddle with MS licences!
Please let us all know who the supplier was, in order that we can avoid
them!
David

Just to add to that, the summons could be issued through the 'Small Claims'
procedure - which is relatively straightforward.

Peter

 

[DL]

sorry meant small claims
David

Just to add to that, the summons could be issued through the 'Small Claims'
procedure - which is relatively straightforward.

Peter

 

[Tony Corless]

I am in the UK, but my brother, the PC and the purchase are all in
France otherwise I'd certainly go the small claims route.

Since it is not my PC I have not had the conversations at first hand
with the support staff. I have no reason to doubt my brother's version
of events and called Microsoft UK before posting to the NG. Microsoft
did confirm that this supplier had failed to supply discs for a period.
However, we are talking a major multi-national so I prefer not to name
the name when I can't absolutely prove the assertion. I might afford
small claims but could not defend anything else! I know this is a cop-
out and I apologise for it.

If you are worried about a personal purchase then you could try calling
Microsoft. They suggested the supplier as soon as I described the
problem. They also stated that this supplier once again supplies a full
set of CDs so there shouldn't be any new issues. It's just the ones who
got PCs when this policy was in force who have a problem.

 

[DL]

Then he needs to make enquiries in France re: claims route
Supplier, multi national or not, sounds like a con to me
David

 

[DL]

A second thought, A letter, not email, to the CEO of the supplier, outlining
the problem of no software cd/recovery cd supplied although you had
purchased this.
Not a story but 'Brief and to the point'
David

 

[Todd]

-----Original Message-----
My brother has a problem which over the past few weeks has been driving
him crazy.

Just over a year ago he bought a new PC from a major multi-national
vendor. He bought it with Windows ME and Office XP pre- intalled and with
a 3 year support deal that was to cover the hardware and pre-installed
software.

A couple of weeks back some problem arose which means that he has to re-
install Office. At that point he finds that he was not shipped any back
up CD or product activation key. He got a CD which he thought was the
back-up of the software but it does not contain any useful files. He
contacted the vendor, and they agree that they did not ship these as for
a time it was their policy not to ship these items. They also say that
the pre-installed software is not covered by the support deal (although
their web site says that it is). As far as they are concerned he has to
go and get a new copy of the software or live without it.

I have contacted Microsoft in the UK and they have confirmed that this
vendor indeed had a policy not to ship CDs and keys for a time. In fact,
the first person I spoke to was immediately familiar with this issue.
While sympathetic he was unable to help as the issue is between the
purchaser (my brother) and his vendor. The vendor acknowledges that they
pre-installed the software but refuses to assist in any way.

Has anyone else encountered similar difficulty? If so, is there any way
out other than a complete re-purchase of the software?

Tony:

If your brother is a student, teacher or knows some one
who is, they can order the CD through www.JourneyEd.com.
They sell full program products and licenses at discounts
which are over 50% off retail (Office XP $199.00). They
also have studend versions cheeper, $149.00, but this
doesn't contain Access (which he might not need) He will
have to fax a copy of a student/teaching ID or Enrollment
to the company and they will hook him up.

Sometimes the cost of a mistake isn't worth making it
right. Even small claims costs $35. - $50.(USD) for
another $100 he's done with the problem!

Good Luck,
TFG