Family Discount Ordering Trouble

Doug, Thank You for the update.
--
Harry Nicol

 

To clarify, MS will automatically send out new keys to those who bought
them, or we need to create some sort of work ticket with MS?

 

Thanks again Doug.

 

Thanks for all of your help!

 

Don't take it for granted. Call the numnber in Doug's message just to be
sure.

--


Ronnie Vernon
Microsoft MVP
Windows Shell/User

 

Doug,
Thanks for the information.

Is there any way this can be escalated to let someone (with some decision
making power) know how poorly this whole Family Upgrade offer was implemented
and problems were handled? I spent about 4 hours over three days trying to
successfully get a set of working keys.
The problem seem to stem from the facts that:
1. The ordering website was broken for the first day (No Offer Found)
2. Invalid keys were issued
3. Few MS support folks were familiar with the offer (I suspect that more
folks have taken advantage of than anicipated). Each person I asked about it
was asking if I had received the disks, which implies that they did not truly
understand the offer.
4. There was no live contact (phone / chat / etc.) for the ordering site
(when there were problems) before I had actually successfully placed the
order. (There is also an issue of having to provide the 20 character product
id for chat support, but I couldn't get that until I had actually installed,
so I couldn't use chat support for an install issue.)
5. The method used to validate keys (yes I had this done twice during my
calls both stating that the key was valid) just shows the techs / CS folks
that the key is valid, not what it is valid for.
6. The phone number for the support for the Family offer once successful, is
only valid for less than 10 hous a day. During the initial couple of days of
an offer like this (especially when there are issues) it should be staffed 24
hours per day.
7. Given that the sale of a 25 character code should be pure profit as there
is no physical item being produced for the purchase price, there should have
been a much better response than having to wait DAYS for an electronic
purchase problem to have been fixed.

(I did get lucky, and was given a 1 valid key via phone[for ultimate instead
of premium]). The last person I talked to (at the number you posted, but
before reading that there was a problem) was very rude about the problem (and
didn't even take contact information until I suggested it).

Update!!!! As I was verifying the phone number - I received an email with a
new set of keys which I will try tommorrow or the next day.

Thanks,

GM Stofega

 

I received replacement keys Friday night around 8:30 CST.

 

Me to, two new keys last night email. Included in the email is a email
address if you have any issues. Again thanks Dough Hite.
--
Harry Nicol

 

From what I can tell, this seems to be completely worked out now.

Thanks, Doug Hite, for all your help on this.

-Ben