K Smith

Review of Microsoft

I should have read the reviews before buying Micro...

I should have read the reviews before buying Microsoft Office Home & Business 2016 which has failed miserably since it was installed on my Mac with the assistance of a Microsoft technician. The only thing worse than the issues I've encountered with Office 2016 is the treatment and lack of service I've received from Microsoft when I requested assistance in troubleshooting the issues I've encountered. Locating the phone number for service was the first challenge and despite my best efforts found myself in a perpetual loop with the automated robot that consistently routed my request for support to the "dead zone". After contacting another number I located in my records, I was routed to a call center in the Philippines and spoke with Daisy. I explained the issue that Outlook had not functioned properly since installation and that I was using Mac Mail and an old version of Entourage while attempting to troubleshoot Outlook. I informed her that my email addresses worked correctly with the two email clients but that they were not working correctly with Outlook. I was asked to hold but after twenty minutes realized my call had been disconnected. My second call landed me with Daisy once again who acted as if she didn't recall speaking with me a few minutes earlier, disconnecting the line, and making no attempt to contact me on the number I had previously verified as a good contact number before disconnection. After a few minutes of providing the same information to Daisy that I had provided on the first call, her boredom was exceeded only by her apathy when hearing me describe the issues a second time. When she rudely interrupted me with "Will you let me talk?", I knew speaking with her would be fruitless. Why certainly, Daisy, you may talk, but don't further insult my intelligence and demonstrate your lack of regard for me and the time I've wasted in my quest to talk with a technician. I then asked to speak with a supervisor and after another fifteen minutes on hold, the call was disconnected again by Daisy. Call number three was answered by a different representative who announced she could hear only static and asked me to hold. Four minutes later she returned to the line and instructed me to call another number due to the noise. When call number four was answered, I was told I had called the wrong number, however, the agent transferred me to the division that he insisted could assist me. I was connected to Nicole who for all I know, could have been Daisy's alter ego. When Nicole didn't seem to "get it", I asked to speak with a manager. Her response was that she wanted to know why I felt a need to talk with a manager and I clearly explained the reason. Nearly three hours after I had initiated the first contact, Carlos, who claimed to be a supervisor in the Philippines Call Center, insisted I would need to agree to pay a $99.00 premium service call fee despite the fact the software had never functioned properly. I can say that by the actions of Carlos, Nicole, and Daisy, it was clear neither had any interest in providing me assistance and that they could not care less about the issues I have encountered. It was one of the poorest examples of customer service I've experienced. Within moments of hanging up the phone, I received an automated message from Microsoft that reads as follows: Thanks for visiting Answer Desk for a complimentary consultation on Sep 19 2017 09:34 AM. If the consultation didn t meet your expectations, we d like to try again. Please feel free to connect with another expert Answer Tech who can help you find a solution. I accepted the invitation but when I clicked the hypertext link to reach another expert , I received the error message that the requested URL is invalid. Very apropos considering the experience as a whole. To any person considering Microsoft Office 2016; I recommend reading the reviews and thinking twice.