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847 posts

Ultimate Geek
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Topic # 105749 10-Jul-2012 09:31 Send private message

In time Order:

Sent
: Sunday, July 08, 2012 2:45:51 AM UTC
To : a7deefe5-58c2-48c5-b24f-562e48625891
Subject : SkyDrive storage subscription

Service:
   SkyDrive storage subscription

What type of problem do you have?
Full name:
   Jon Herries

The e-mail address for us to send a response:
   [email protected]

Primary email address that is associated with the subscription that you are inquiring about:
   [email protected]

The account holder's full name:
   Jon Herries

The telephone number and area code that is associated with this account:
   006421xxxxxxx

The street address that is associated with the subscription:
xxxxxx
Miramar
Wellington

Select the issue that you are inquiring about:
   I need help making a purchase [I need help making a purchase]

Please provide as many details as possible about your issue:
   Despite my country being set as New Zealand, Skydrive will only let me purchase from a UK card in pounds, which is impossible.

--- Original Message ---
From: [email protected]m
Subject: RE: SRX1180028714ID - SkyDrive storage subscription
Date: Sun, 8 Jul 2012 17:58:43 +0000

Hi,
Thank you for contacting SkyDrive Billing Support.
 
The loyalty offer you inquired about was made available only to our SkyDrive users until June 25, 2012. 
We appreciate your interest however at this time you do not qualify for the storage upgrade.  Luckily you have 7GB of FREE storage and should you need additional space, we now have plans available for purchase.  We look forward to having you as a SkyDrive customer!
 
Regards,
Maris
SkyDrive Billing Support Team

--- Original Message ---
From : "Jon Herries"
Sent : Sunday, July 08, 2012 8:55:24 PM UTC
To : "[email protected]m"
Subject : RE: SRX1180028714ID - SkyDrive storage subscription

Hi,
 
If you actually read my question you will see that I already have the 25GB allowance, and I would like to purchase more storage, but have an issue which I hoped could be resolved...
 
Jon

From: [email protected]m
Subject: RE: SRX1180028714ID - SkyDrive storage subscription
Date: Mon, 9 Jul 2012 12:12:14 +0000

 Hi, I do apologize if you felt that you were not given extension for the 25GB Loyalty Program. But as per policy, only those who have complied with the process of requesting for the said storage upgrade have been granted. Having said that, the best option for now is to upgrade by purchasing online and click this link for the details of the available upgrades. https://skydrive.live.com/managestorage?accountid=0&ctpmkt=en-US Thanks,
Maris
SkyDrive Billing Support Team

Couple of thoughts: 

A) No wonder MS loses lots of money in online services
B) This may be a Turing test.  

I will keep you all updated.

Jon

Edited for formatting. 

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137 posts

Master Geek
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  Reply # 653351 10-Jul-2012 09:56 Send private message

Classic customer service, isn't it!

BDFL
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Uber Geek
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  Reply # 653354 10-Jul-2012 10:01 Send private message

Yes, many times I've contacted support and the person on the other side had no clue about the question.

Granted, this never happened during my interactions with Microsoft - first time I see it happening with them.




Voice Engineer @ Orcon
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  Reply # 653355 10-Jul-2012 10:02 Send private message

What do you mean? It's Customer Service 101!

1. Receive query
2. Ignore nature of query
3. Respond with form letter about something unrelated
4. If query is followed up, continue to regurgitate the same answer you gave initially
5. Profit!!



847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653366 10-Jul-2012 10:25 Send private message

ubergeeknz: What do you mean? It's Customer Service 101!

1. Receive query
2. Ignore nature of query
3. Respond with form letter about something unrelated
4. If query is followed up, continue to regurgitate the same answer you gave initially
5. Profit!!


Profit? How are they going to do that when they won't take my money...

Anyone would think we have a banana republic, with little or no economy and large debts, oh wait, we do have that.

Jon

BDFL
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  Reply # 653367 10-Jul-2012 10:26 Send private message

jonherries:
ubergeeknz: What do you mean? It's Customer Service 101!

1. Receive query
2. Ignore nature of query
3. Respond with form letter about something unrelated
4. If query is followed up, continue to regurgitate the same answer you gave initially
5. Profit!!


Profit? How are they going to do that when they won't take my money...

Anyone would think we have a banana republic, with little or no economy and large debts, oh wait, we do have that.

Jon


What does it have to do with our current economic situation? The service is offered by an American-based company, supported by employees outsourced to some country in Asia...








847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653368 10-Jul-2012 10:27 Send private message

Time to check whether they have mysteriously set my billing to NZ...

Jon



847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653369 10-Jul-2012 10:28 Send private message

freitasm:
jonherries:
ubergeeknz: What do you mean? It's Customer Service 101!

1. Receive query
2. Ignore nature of query
3. Respond with form letter about something unrelated
4. If query is followed up, continue to regurgitate the same answer you gave initially
5. Profit!!


Profit? How are they going to do that when they won't take my money...

Anyone would think we have a banana republic, with little or no economy and large debts, oh wait, we do have that.

Jon


What does it have to do with our current economic situation? The service is offered by an American-based company, supported by employees outsourced to some country in Asia...




Just a quip related to them not accepting NZD for my upgrade. I jokingly thought that they may not accept it as they may think NZ is a made up country from Lord of the Rings...

Voice Engineer @ Orcon
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  Reply # 653370 10-Jul-2012 10:29 Send private message

jonherries:
ubergeeknz: What do you mean? It's Customer Service 101!

1. Receive query
2. Ignore nature of query
3. Respond with form letter about something unrelated
4. If query is followed up, continue to regurgitate the same answer you gave initially
5. Profit!!


Profit? How are they going to do that when they won't take my money...

Anyone would think we have a banana republic, with little or no economy and large debts, oh wait, we do have that.

Jon


Ah, but think of the money they're saving by outsourcing support to the 3rd world!



847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653392 10-Jul-2012 10:34 Send private message

Of course who needs revenue when labour is cheap in India. That is right folks the Microsoft online division continues to burn through cash like they are a startup.

http://www.guardian.co.uk/technology/2012/jul/03/microsoft-write-down-aquantive

I think it is up to USD$9 billion (with a b) in 5 years.

Jon



847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653395 10-Jul-2012 10:39 Send private message

jonherries: Time to check whether they have mysteriously set my billing to NZ...

Jon


Nope, still wrong (another irony - photo hosted by SkyDrive).

http://sdrv.ms/Me4Joz


BDFL
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  Reply # 653396 10-Jul-2012 10:40 Send private message

Are you sure you never set your account to "UK" - not even when you created it?






847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653400 10-Jul-2012 10:42 Send private message

freitasm: Are you sure you never set your account to "UK" - not even when you created it?


Yes I did, when I was there for a while before skydrive existed.
Has been NZ for some time now (like years).

That being said, this sort of bug seems quite common.
G+ defaults to Swedish as I got an invite from my brother (who lives in Sweden).

Jon

680 posts

Ultimate Geek
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  Reply # 653446 10-Jul-2012 11:48 Send private message

Hah - Had a very similar sort of issue with the offer on the Hotmail Options page to upgrade to Hotmail Plus (no ads etc). Clicking through the links got me to a page telling me that the offer was not available in my market, but if I paid with U.S. dollars, I could still get it.

Needless to say, this failed and was locked to US States, Postcode and phone number formats. Subsequent engagement with a "support" person at Microsoft lead to a completely pointless series of exchanges where they neither understood the issue, nor could get my point that if they knew what market I was in (everything is set to NZ) and it really wasn't available, why display it on the Options page in the first place.

I gave up and decided I could put up with ads on those occasions where I accessed Hotmail via the web.



847 posts

Ultimate Geek
+1 received by user: 49


  Reply # 653872 11-Jul-2012 09:36 Send private message

Some follow up:

--- Original Message ---
From : "Jon Herries"
Sent : Monday, July 09, 2012 9:22:26 PM UTC
To : "Microsoft Customer Support"
Subject : Re: SRX1180028714ID - SkyDrive storage subscription


I tried to do the available upgrade but it didn't work. It thinks I am in the UK, I am in New Zealand. I don't have a card that is acceptable.


Jon

--------------------------------------------------------------------------------

From: Microsoft Customer Support <[email protected]m>
Date: 11 July 2012 6:32:32 NZST
To: jon herries
Subject: RE: SRX1180028714ID - SkyDrive storage subscription


Hi Jon,

Thank you for contacting SkyDrive Billing Support.

Please click on this link in order for you to purchase SkyDrive in India.
https://skydrive.live.com/managestorage?accountid=0&ctpmkt=en-NZ.

Should you have any more concerns, please reply to this email.

Thanks,

Maris
SkyDrive Billing Support

--------------------------------------------------------------------------------

Long story short, the link worked and I now have 45 GB on Skydrive for the princely sum of NZD$13 for the year...

Woo hoo!

(I did think the India comment was funny)

Jon


1080 posts

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  Reply # 653881 11-Jul-2012 09:59 Send private message

jonherries: 

(I did think the India comment was funny)

Jon



I did LOL.. Still pretty piss poor fail from Microsoft though. Maybe Nathan can light a fire under someone :-)

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