Microsoft Reps will not respond to the issue
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lunedì 20 dicembre 2010 01:07
We have rebuilt the motherboards and updated BIOS on three machines that have original OEM version Office 2003 Pro on them. Now the online update process identifies them as invalid. Everything was OK with Office updating until now.
I've just called Microsoft Genuine Advantage support twice and after long holds was told both times that I have to buy new retail software. Both times I had to thoroughly walk the rep through the situation and facts, pointing out that it was the original motherboard. And they simply refused to offer any solution. When I asked to speak to a supervisor I was told none were available. When I persisted I was told that all supervisors were on another call and would be for the next 8 hours. When I asked for the rep's name she simply hung up.
How do I get this fixed with Microsoft, and what are my rights?
Tutte le risposte
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lunedì 20 dicembre 2010 01:26Please see: Before Posting a Question, Please Follow These Instructions
Carey Frisch -
lunedì 20 dicembre 2010 01:35
Carey – I am not where these machines are located and can not comply with your request. This is a continued run-around with Microsoft. Please answer my question as to what my user rights are and how I solve the technical issue.
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lunedì 20 dicembre 2010 03:03
The Microsoft Office end-user license agreement is what you need to review.
Q. Can my customers transfer or sell their OEM software licenses?
A. After an OEM software license has been installed on a PC, the license may not be installed on or transferred to another PC. However, the entire PC may be transferred to another end user along with the software license rights. When transferring the PC to the new end user, the software media, manuals (if applicable), and Certificate of Authenticity label must be included. It is also advisable to include the original purchase invoice or receipt. The original end user cannot keep any copies of the software.
Note: If a new motherboard was installed and it is not identical to the original motherboard, a new computer has been created and OEM software cannot be reused.
Carey Frisch -
lunedì 20 dicembre 2010 03:48
Carey - Thanks for your reply but I don't believe you read my post, or you are being evasive. l already told you that "rebuilt the motherboards and updated BIOS" and that I with the technicians "pointing out that it was the original motherboard' See my original post asbove.
It is not a new motherboard.
So given that it is the original motherboard, how do I solve the Office 2003 authentication problem that arose?
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lunedì 20 dicembre 2010 05:07
Hello query22,
Until we see your mgadiag report we can only speculate about the many different possibilities.
Unlike the SLP BIOS lock that is used to enforce the OEM licensing agreement with the Windows OS, OEM licenses for Office have almost zero "technology" to enforce them. Therefore it's my expectation that your issue is likely to be other than an OEM installation issue.
If I had to guess I would venture to say that the OEM Office that you think is installed is in reality a Volume License for Office Professional 2003 and that is what is being flagged. Can you be more specific about the circumstances regarding as you wrote, "the online update process identifies them as invalid."?
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lunedì 20 dicembre 2010 05:24
Carey - No, I can not be more sprcific. I have already told you that: 1) there were no validation issues before the rebuild, 2) they occurred for the first time immediately after, 3) we are using the original motherboards, 4) I called Genuine Advantage tech support twice and gave them the information they asked for, 5) they told me each time that I had "tried to install OEM software from another computer," 6) they said I had to purchase retail software, 7) they would not respond to the fact that I was using the original motherboards, 8) they would not pass me to a higher level technician/supervisor and lied about it and then disconnected me. I feel you are being similarly evasive.
So again - 4th time now - how do I solve the Office 2003 Pro authentication problem that arose?
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lunedì 20 dicembre 2010 06:19Please download and run the Microsoft Genuine Advantage Diagnostics Tool on one of the affected machines and post the result as Dan suggested. We cannot speculate what the issue is or how to resolve it without analysing the MGA data.
Carey Frisch -
lunedì 20 dicembre 2010 06:48
Carey - I now do not have access to the workstations. I previously answered all of the reps' questions. I am not asking you to "speculate." This is not a speculative question in any way.
Under my circumstances - which I have described in detail several times now - how do I solve the Office 2003 Pro authentication problem that arose?
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lunedì 20 dicembre 2010 07:22
Without actually knowing for sure the type of Office license that is actually installed, really can't help you. Only the MGA Report will tell us what type of license is actually installed. We have seen many folks who swear up and down they have a particular license installed, when in reality the license is something other. For example, a user may state "I purchased an OEM version of Microsoft Office and I can't activate it" or "it is flagged as non-genuine". "I'm looking at the disc and it says OEM". Well, after running the MGA Tool, we come to find out the unsuspecting user purchased (unknowingly) a pirated Volume License version that was advertised as an OEM version. See what I mean? We need to view the MGA Report to determine exactly what type of Office license is actually installed before we can offer any troubleshooting recommendations.
Carey Frisch -
lunedì 20 dicembre 2010 14:24
Hello query22,
Other than the Official Microsoft moderator Darin Smith, we are not Microsoft employees and have no control whatsoever over the actions of telephone support personnel.
When you eventually get access to the computers, please run the mgadiag utility and post the report.
Do you have access to the installation materials used to install Office Pro 2003 on these computers? If so, please describe the materials, or take digital snapshots (cell phone cameras are useless for this), post on a host, and provide links. Be sure to obscure the product key.
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lunedì 20 dicembre 2010 17:05
Can you please explain how this new information affects what we need to do to get our previously installed, genuine products working properly - as I have now requested six (6) times.
Microsoft quietly shuts down Office Genuine Advantage program
The Validate Windows button still works, but clicking its former companion, Validate Office, just leads to the Windows home page.
With a little searching, I found official confirmation of the program’s shutdown in a notice tacked on to Microsoft Support Knowledge Base article 917999. At the top of the page, the article was listed as Retired KB Content, with a Last Review date of December 17, 2010. According to the Bing cache, this text was added to the top of the page this week, probably on December 17:
NOTICE The Office Genuine Advantage (“OGA”) program has been retired. For more information about the benefits of genuine Office, please visit the following website:
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lunedì 20 dicembre 2010 17:05
Can you please explain how this new information affects what we need to do to get our previously installed, genuine products working properly - as I have now requested six (6) times.
Microsoft quietly shuts down Office Genuine Advantage program
The Validate Windows button still works, but clicking its former companion, Validate Office, just leads to the Windows home page.
With a little searching, I found official confirmation of the program’s shutdown in a notice tacked on to Microsoft Support Knowledge Base article 917999. At the top of the page, the article was listed as Retired KB Content, with a Last Review date of December 17, 2010. According to the Bing cache, this text was added to the top of the page this week, probably on December 17:
NOTICE The Office Genuine Advantage (“OGA”) program has been retired. For more information about the benefits of genuine Office, please visit the following website:
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lunedì 20 dicembre 2010 20:02
Q. "Can you please explain how this new information affects what we need to do to get our previously installed, genuine products working properly - as I have now requested six (6) times."
A. Not really relevant to your issue since your issue seems to relate to Product Activation and not license validation. Please see: Description of the Office Activation Wizard.
Like we requested previously, a copy of your MGA Report is needed. The doctor is in and is awaiting an x-ray of the patient...
Carey Frisch -
martedì 21 dicembre 2010 00:21Proprietario
Unfortunately, we are not able to diagnose the issue using the description you have provided. This is nothing against your description, it's just that the information we need is not normally the information that a customer usually provides. There are a large number of things that can cause a Non-genuine issue and an even larger number of possible fixes. The Diagnostic Report was designed to provide the most useful information for diagnosing a Non-Genuine issue.
I understand your frustration and we truly want to help you, but at this point a Diagnostic Report is a non-negotiable requirement for further troubleshooting of your issue in this forum.
Thank you,
Darin MS- Contrassegnato come risposta Darin Smith MSOwner martedì 28 dicembre 2010 23:09
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martedì 28 dicembre 2010 23:08Proprietario
No further reply from the Original Poster.
Issue is assumed to be resolved.
Darin MS
