Last year I was in San Diego. I needed to purchase a new tablet for the conference I was at after breaking my iPad. I brought a surface pro at Microsoft Store in San Diego as I liked that it was a full computer. I only had Australian Amex and paid for the tablet this way. I was also sold Office 365. The store set up the computer for me and created an outlook account (all I had to do was enter a password). My outlook account has my Australian details on it, my card was Australian.  At the time I asked would I be ok in Australia and was advised that I would be able to buy apps, upgrade etc.  I received an email to renew my subscription this week, into the outlook account. It opens to the Australian account.

I have just spent over an HOUR on the support line to be told.. I either have to set up a new account (therefore losing my branding on that email), or use an American credit card and use the USA site (I don’t have an USA credit card)..but I cannot renew because my email was set up by them in the USA! So hang on.. I can’t renew in my country and I can’t renew in the USA? Catch 22? Microsoft is a global company, business people constantly travel, relocate etc… is this not the most ridiculous situation?

I work in reputation – this affects mine (through branding, but mostly through inability to use my subscription after the expiry date) It sure doesn’t make me get a warm glow over Microsoft.  I have always paid for any programs I use  – so how about looking after your loyal and ethical customers.  I have used their products in my work places since the early 1990s!

I have requested escalation : can’t be done apparently  It’s almost 1am and I’m being given phone numbers to call without being given a name or department. Whilst I appreciate support people are bound within restrictions, they should be able to escalate surely? Do they NOT WANT my continued custom? I find it almost impossible to believe that nothing can be done. I am happy to purchase here in Australia, using my outlook account – the existing one which has Australian contact details.  SO LET ME PLEASE!

Would love some help here.

Frustrated!

Fiona