from 2007:
I hate Microsoft and their intellectual property protections. What angers me is that they are doing everything they can to convince me that the most cost effective way to use their products is to pirate them. If I pirated their software at least I wouldn't have to pay to be treated like crap. During the course of several recent tech support calls I was treated like a software pirate. Why? Because I had the nerve to use Microsoft Windows on my Mac. I had a rather interesting discussion with Microsoft regarding this, here's the email thread (I made it go from the top down to make it easier to follow):
Dear Mr. Kaplan,
oh wait... please hold...
dear friends (all 272 of you)
you have been blind cc'd in this message for 4 reasons
1.) so you understand how upset I am with Microsoft
2.) so you can see how not to treat your customers
3.) so you now have the email address of the VP of Customer Service at Microsoft.
4.) finally, so that Microsoft can get a taste of what it's like being placed on hold after reaching their tech support...
Back to Microsoft...
Dear Mr. Kaplan,
Sorry for the interruption above... it's kind of like your tech support, only insert an additional 20-30 minutes for the interruptions.
I own several Windows computers and several Macs. I also have about 6 versions of Office active and a couple shelf copies of XP Pro and home along with numerous OEM copies of your products. I am one of your better customers. I've spent well over $10,000 directly on your products in the past 10 years and well over $50k on windows hardware and software from various manufacturers over that same period... or ... about what I would bill for my wasted time dealing with your tech support.
But with customers like me, who needs enemies...
Here is my problem. On my intel based Macs I have partitioned a sector for Windows ... every time I launch Office 2007 on my windows sector it wants me reactivate my copy of Office and about every other time it also wants me to re-activate Windows XP. When I do not have web access I have to call... when I call I have been treated like I am some sort of software pirate. I have been told that you wanted me to prove that I have the CD (a question that you've never asked on PC registrations). I have been told that you do not support Macs... but apparently your tech support cannot understand that my hardware is not relevant, my computer is booting in Windows... it is a windows computer that meets or exceeds every specification you have on your product packaging. Your product packaging nowhere states that you do not support computers built by Apple. As any attorney will tell you, I enter into a contract when I install your products, you enter into a contract stating the specifications computers that you support using your product. Hey, guess what! you violated your contract!
And after all that, when I open Office I still get asked if I want to activate my product. For the record... I don't want to activate it any more.
Unfortunately for Microsoft, much of my experience with your product failing to activate properly, and your tech support implying that I might have an unauthorized copy of your product, has happened directly in front of my clients during some mission critical times. Of those clients, the experience we had, in part, caused many of them to buy Macs and start doing their presentations in Apple Keynote.
Which brings me to the Office 2007 usability issue (the other reason my clients are buying Macs) ... Office 2007 is crap. I have been a strong supporter of your product for years, in fact my business was based around PowerPoint. That said, I am so disappointed in your latest offering that I am recommending to all my clients that they do not purchase Office 2007. Yes, you’ve changed the interface... but you’ve done it in such a way that it feels that your GUI designers weren’t talking to each other. You’ve changed the names of tools that have been around for years. And worst of all... the media handling capabilities of PowerPoint continue to be awful. The lipstick on a pig approach isn’t working, this pig is too ugly.
Microsoft’s fears that their product may be illegally copied and your draconian protection are intruding in my fair use of your products. Who was the rocket scientist that thought that we would be ok with that? Are you so large and so relevant that you believe that customers have no choice but to assimilate to your business instead of the opposite direction? I hope that I'm not the first to point out that this approach will make you irrelevant.
I am done, I am done, I am done. Out of my frustration that your company will never ‘get it’ I have changed my business, I am now telling my clients that they don’t need PPT to tell an effective message and that when they need presentation tools they need to look beyond PPT and choose the best tool for the message. It is now clear that PowerPoint is no longer that tool.
Originally I was going to contact your for a refund for my purchases of Windows and Office. But I’ve decided that I’m better off keeping this crap on my computer, so when my clients ask “what about PowerPoint?” I can show them why that isn’t a good idea, it's now my mission.
Did I mention that I am done with Microsoft?
Dear Mr. Couch
I am following up with you on behalf of Richard Kaplan’s office regarding your concerns with repeated activation Office 2007 activation requests. I apologize for any inconvenience this has caused and want to thank you for taking the time to share your comments. I would like to reassure you that Microsoft is committed to delivering the best customer service possible by addressing your concerns as diligently and expediently as possible.
I wanted to touch base with you to see if you would still care to pursue a resolution to this issue. Please ‘reply all’ to this email and I will arrange for a support manager to contact you to discuss the issue further.
Microsoft thanks you for your valuable feedback because we are constantly evaluating our products and programs to try to make them more beneficial and effective. I will ensure that the appropriate leadership team is aware of your concerns and will make your email available to them.
Respectfully,
Scott
Escalation Specialist
NACS Response Management Team
Microsoft Corporation
Scott,
Why should I treat this response to my ongoing problem any different from all the other "we're committed to serving you" responses? You've created a system where there may actually be a solution to my problem... but to get there I have to go through all this BS? I've talked to your "support managers"... is this the new support manager for really pissed off customers? Do your managers get bonuses on how pissed they make your customers? Your managers must be raking in the dough.
You lost me with the lie that you're "committed to delivering the best customer service possible by addressing your concerns as diligently and expediently as possible." You don't want my business ... I've been told that at every step of this painful and ridiculous process and I've been told that through your products. Not only do you want me to deal with you, your customer service, your absurd copy protection, and your 1990 solutions to 2007 problems on your level... you want me to pay for that privilege?
Microsoft has done everything within it's power to tell me I don't matter... I bought the wrong computer, and I'm not playing by your rules. It's not my fault, as you would have me believe, that the game has changed and you don't recognize it, it's yours. If you'd like to gain an understanding of how you treat your good customers... look no further than me. I have seen NO substantive changes in your company for years... other than you obsessive focus on protecting your product from duplication. I am not a software pirate... I actually paid to be treated like one.
Your developers and management should be forced to walk around with signs hanging around their necks that proclaim that they built Microsoft so they can hear what your customers really think... instead, you hide behind 'Frank' in New Delhi. Doesn't that tell you something?
So the answer is, no... I don't need your "help" anymore. I'm done.
fyi - these are typical of the responses I received from my email...
"Oh my gosh, you said politely what the vast majority of ms users would like to say... If they thought they'd be heard. I would have been much less civil. Good job! Make sure to send it to some paper or newsletter. "
"Now you'll be getting 272 cheers from your friends! I've been having the same re-activate issue with Office. I have found no use for PPT 2007 except to make stuff and copy it over to Keynote or 2003. You definitely spoke for me!"
"Can I post this on my blog? I feel your pain.. Bravo.
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