Office 365 License Woes.... Any Microsoft support here?

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tomgeeknz

923 posts

Ultimate Geek

#270660 20-May-2020 19:56

I've been trying for almost 5 months to solve an oddball issue with an Office365 (Microsoft 365) personal license code that has vanished into my Microsoft account without adding to my existing subscription length... sick of being bounced between technical support and accounts and billing support because neither of them has the piece of paper that tells them how to solve my issue....

tomgeeknz

923 posts

Ultimate Geek

#2488879 21-May-2020 18:52

Bump?

mrdrifter

576 posts

Ultimate Geek

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#2488894 21-May-2020 19:53

It's extremely unlikely that there is anyone that can help with this specific problem here, I'm just saying that on the basis that you're referring to a consumer product and they always refer that to their 0800 number which is redirected overseas. They also specifically segregate their duties for security reasons, meaning the local teams won't be able to just pop into your account.

tomgeeknz

923 posts

Ultimate Geek

#2488896 21-May-2020 19:56

That's what I was afraid of.... went through 4 reps last night on the 0800 number, plus it's been 5/6 cross department support chats and email followups...

ughh

mrdrifter

576 posts

Ultimate Geek

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#2488924 21-May-2020 20:28

Yeah licensing is quite probably the worst part of the MS ecosystem. Unfortunately it's probably a matter of persevering, I would image it should be the accounts/billing team and I would have thought if you talk them through the support case they could extend your sub.

old3eyes

9119 posts

Uber Geek

Subscriber

#2489085 22-May-2020 08:36

Have you tried to add the license keycode back in again?? I had a similar problem about 4 years ago with Office 365 where the keycode didn't show up. I entered it again a couple of days later and it worked.

Regards,

Old3eyes

paulb001

40 posts

Geek

Trusted

#2489495 22-May-2020 15:09

Hi, I manage our Microsoft 365 SMB commercial business in NZ, we don't have consumer support here but I'd be happy to escalate your ticket. Please email me the details including your Microsoft Account used for the subscription and ticket number to nzcloud@microsoft.com

Paul Bowkett
Microsoft New Zealand
http://microsoft365.com
http://twitter.com/paulbowkett
http://linkedin.com/in/paulbowkett

tomgeeknz

923 posts

Ultimate Geek

#2489690 22-May-2020 16:45

Thanks Paul, but after an hour on the phone this afternoon during my 12th call to Microsoft in the last three days, the technical support person was able to successfully put me through to a Billing and accounts rep, who was able to send out a supplementary redemption code that was successfully redeemed into my account.

The hardest part of the whole situation is not being able to easily reach an Accounts and Billing rep from the IVR, as all accounts/billing options just lead to being dumped out with a do it online prompt... So then every time you call you have to explain your issue to a technical rep, who goes through all his paperwork until he realises he can't fix it, and then 9 times out of 10, you get transferred to a billing rep, and the system drops the call.

The real loser here is Microsoft, because the amount of support time taken up in the last 5 months of trying to fix a simple mistake in their system, must have far outweighed the $77 subscription I was trying to redeem....

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paulb001

40 posts

Geek

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#2489797 22-May-2020 20:12

Glad its sorted, and its great feedback, please can you email me the details so I can get a review of this case done do that we can implement improvements.

Paul Bowkett
Microsoft New Zealand
http://microsoft365.com
http://twitter.com/paulbowkett
http://linkedin.com/in/paulbowkett

tomgeeknz

923 posts

Ultimate Geek

#2489813 22-May-2020 20:49

Have done, apologies for the novel...

allan

2043 posts

Uber Geek

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Lifetime subscriber

#2490392 24-May-2020 10:56

tomgeeknz:

Thanks Paul, but after an hour on the phone this afternoon during my 12th call to Microsoft in the last three days, the technical support person was able to successfully put me through to a Billing and accounts rep, who was able to send out a supplementary redemption code that was successfully redeemed into my account.

The hardest part of the whole situation is not being able to easily reach an Accounts and Billing rep from the IVR, as all accounts/billing options just lead to being dumped out with a do it online prompt... So then every time you call you have to explain your issue to a technical rep, who goes through all his paperwork until he realises he can't fix it, and then 9 times out of 10, you get transferred to a billing rep, and the system drops the call.

The real loser here is Microsoft, because the amount of support time taken up in the last 5 months of trying to fix a simple mistake in their system, must have far outweighed the $77 subscription I was trying to redeem....

That is SO true. I have a long standing issue that I have made 10 attempts to get rectified with Microsoft support. I've ended up with various teams all of whom you have to begin again from scratch with and all of whom have decided "not me". There seems to be no ability to view the information previously supplied elsewhere and no ability to escalate up to a point where someone can make a call on who is best to deal with it. Teams seem completely siloed.

I really should try again. I've put up with not being able to use Outlook with my email for far too long.