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I paid and was renewed- they cancelled it! RRS feed

  • Question

  •  

    I paid for a new Windows Live OneCare disk because my subscription was going to end this month (maybe the 8th). I didn't know what to do- because when I put in the new disk, I didn't need to. I called support, and was walked through the process of using the Product Key from the new CD. When in my account, one can see the new Product Key. I told the support person that I didn't want Windows Live OneCare to renew automatically with my credit card. Next time it was going to expire- I wanted to be able to purchase a CD again. OneCare was renewed, and then maybe 4 days later my status went to red and with the message to renew! In the bottom left of the same Windows Live OneCare window- it says, "Subscription Status: Your subscription ends 2/09/09.

     

    You wouln't want to know how many support people (and most if not all were from outside the US, sometimes with accents hard- if not impossible to understand) I talked to- and yet not one person has fixed the simple solution. I would guess I've spent over 2 hrs. on the phone, with a number of emails. I emailed back the person who may be responsible for this (the person I asked to have it not renew with my CREDIT CARD), and got no response.

     

    Why is it that I paid for a US product, and am talking to people in other countries for support? Common sense would tell me it would be better to have a US person who I could better understand.

     

    I have been very angry and very disappointed with this customer service. I talke to billing or technical support, and all they can tell me is that they can't fix the problem, and it has be escalated to headquarters of something.

     

    I was told 5 to 7 business days for the headquarters to contact me. I've still not heard from them.

    Friday, February 15, 2008 12:13 AM

Answers

  • The issue has been resolved. If I remember the time right- it took over 3 hours on the phone. Thanks for your help. The woman who helped me the most was good at what she did. If I had to guess, supports' hands are tied by protocol. In other words, they are limited in how much authority they have. There's also no US support. So if you're a US citizen, you might want to move to Manilla if you want help. Or maybe India. In time you'll pick up on the accent and maybe be good enough to get a job with Microsoft to handle US support. You couldn't have got the job with Microsoft Live OneCare support in the US- so now you can in India.

     

    Let's all move overseas so we can get jobs. Our economy is possibly in a recession, but at least we're keeping those outside the US with jobs.

     

    Microsoft is a big company, and OneCare is an excellent product, but how about all of us using it stand up against this and get US support for the US product we paid for. What's next? You go buy a local vehicle- something goes wrong- and you're talking with someone is India.

     

    Let's use some common sense. My guess is it's cheaper for Microsoft to have the outside labor. So what are they paying them? Is it fair? Microsoft is paid for OneCare. We should be getting US support in the US.

     

    Saturday, February 16, 2008 4:27 AM

All replies

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    I've had a terrible experience with support to fix the status of a renewal I made with a CD I bought, and was cancelled for who knows why. I've talked to someone from Manilla and others from who knows where. It's hard to understand some of these people. Please keep support for us US citizens- who paid for your product, in the US!
    Friday, February 15, 2008 12:20 AM
  •  

    I paid for a new Windows Live OneCare disk because my subscription was going to end this month (maybe the 8th). I didn't know what to do- because when I put in the new disk, I didn't need to. I called support, and was walked through the process of using the Product Key from the new CD. When in my account, one can see the new Product Key. I told the support person that I didn't want Windows Live OneCare to renew automatically with my credit card. Next time it was going to expire- I wanted to be able to purchase a CD again. OneCare was renewed, and then maybe 4 days later my status went to red and with the message to renew! In the bottom left of the same Windows Live OneCare window- it says, "Subscription Status: Your subscription ends 2/09/09.

     

    You wouln't want to know how many support people (and most if not all were from outside the US, sometimes with accents hard- if not impossible to understand) I talked to- and yet not one person has fixed the simple solution. I would guess I've spent over 2 hrs. on the phone, with a number of emails. I emailed back the person who may be responsible for this (the person I asked to have it not renew with my CREDIT CARD), and got no response.

     

    Why is it that I paid for a US product, and am talking to people in other countries for support? Common sense would tell me it would be better to have a US person who I could better understand.

     

    I have been very angry and very disappointed with this customer service. I talke to billing or technical support, and all they can tell me is that they can't fix the problem, and it has be escalated to headquarters of something.

     

    I was told 5 to 7 business days for the headquarters to contact me. I've still not heard from them.

    Friday, February 15, 2008 12:59 AM
  •  

    Support for this product is terrible.
    Friday, February 15, 2008 2:03 AM
  • I'm sorry that you've had a bad experience with support and that you also seem to feel that the forum is terrible. Keep in mind that the forum is for peer support. That means customers helping customers. I and the other moderators are volunteers and do not work for Microsoft.

    That said, please provide you support case number and I'll escalate this to be looked into for you.

    -steve

     

    Friday, February 15, 2008 2:49 AM
    Moderator
  • I'm on the phone with support right now. So far- no change. The Case number is 1058254477. Thanks.

     

    Friday, February 15, 2008 3:08 AM
  • The technician said someone higher than him would call me back.

     

    As I said, Windows Live OneCare has TERRIBLE SUPPORT!

     

    At times it was very hard to hear/ and or understand this (Indian speaking) man.

     

    How about Microsoft USING SOME COMMON SENSE!!!!!!!!!!!!! HIRE AMERICANS AND SUPPORT YOUR PRODUCT. DON'T GIVE US PEOPLE IN INDIA OR WHEREVER THEY ARE. THIS IS A US PRODUCT THAT I BOUGHT. BILL GATES, DO YOU WANT TO BUY A CAR FROM FORD, AND WHEN IT WON'T START, YOU CALL THE DEALERSHIP, AND THEY PUT YOU THROUGH TO MANILLA. IS IT ALL ABOUT MONEY? DOES MICROSOFT NOT WANT TO PAY US- NORMAL ENGLISH SPEAKING PEOPLE- BECAUSE THEY IT COSTS THEM LESS TO HAVE SUPPORT OUT OF THE US?

     

    YOUR PRODUCT SUPPORT IS HORRIBLE!

     

     

    Friday, February 15, 2008 3:21 AM
  •  Snowboarder365 wrote:
    I'm on the phone with support right now. So far- no change. The Case number is 1058254477. Thanks.

     

    I will ask that the case be investigated.

    -steve

    Friday, February 15, 2008 3:24 AM
    Moderator
  • Thank you. The support I am getting is pathetic. All that someone with OneCare has to do is put my status to renewed. I already paid and you can see the product key in my account. It says it's good till 2/09/2009. It's ridiculous how POOR the support is for OneCare! It's POOR customer service! This happened the 8th maybe, and it's now the 14th.

     

    OneCare can be purchased in the US, yet I just got off the phone with an Indian sounding guy that was hard to understand at times.

     

    MICROSOFT WHERE IS YOUR COMMON SENSE?

     

    SUPPORT YOUR US PRODUCT WITH US CITIZENS WHO SPEAK NORMAL ENGLISH!

     

    Nothing against anyone from any other country- but a big company having a US product support line in Manilla and who knows where else? Anyone with any common sense can see that's not good common sense.

     

    So why is Microsoft doing it?

     

    My guess is money. We pay for their product, and we get POOR support!

    Friday, February 15, 2008 3:32 AM
  • It's absolutely so pathic how simple this problem is, and how long it's taking to fix it.

     

    Friday, February 15, 2008 11:16 PM
  • We all agree support does leave a lot to be desired.

     

    chuck

     

    Saturday, February 16, 2008 1:49 AM
  •  Chuck W. wrote:

    We all agree support does leave a lot to be desired.

     

    chuck

     

    I agree that reaching support can be hard, but OneCare support is actually quite good. Yes, there are bad experiences, but overall, the techs do a good job resolving most problems.

    -steve

    Saturday, February 16, 2008 3:36 AM
    Moderator
  •  Snowboarder365 wrote:

     

    OneCare can be purchased in the US, yet I just got off the phone with an Indian sounding guy that was hard to understand at times.

     

    MICROSOFT WHERE IS YOUR COMMON SENSE!

     

    SUPPORT YOUR US PRODUCT WITH US CITIZENS WHO SPEAK NORMAL ENGLISH!

     

    Nothing against anyone from any other country- but a big company having a US product support line in Manilla and who knows where else? Anyone with any common sense can see that's not good common sense.

     

    So why is Microsoft doing it?

     

    My guess is money. We pay for their product, and we get POOR support!

     

    We get your point, snowboarder365. If you insist on continuing your rant, I'll be forced to lock the thread and consider deleting some of your posts.

    I have escalated your case for review and I'm sure that it will be investigated. Some problems cannot be fixed instantly, no matter how loud you yell.

    -steve

    Saturday, February 16, 2008 3:39 AM
    Moderator
  •  Snowboarder365 wrote:
    It's absolutely so pathic how simple this problem is, and how long it's taking to fix it.

     

    In your mind it is simple. If the problem is with the provisioning of your account, it isn't simple.

    -steve

    Saturday, February 16, 2008 3:41 AM
    Moderator
  • The issue has been resolved. If I remember the time right- it took over 3 hours on the phone. Thanks for your help. The woman who helped me the most was good at what she did. If I had to guess, supports' hands are tied by protocol. In other words, they are limited in how much authority they have. There's also no US support. So if you're a US citizen, you might want to move to Manilla if you want help. Or maybe India. In time you'll pick up on the accent and maybe be good enough to get a job with Microsoft to handle US support. You couldn't have got the job with Microsoft Live OneCare support in the US- so now you can in India.

     

    Let's all move overseas so we can get jobs. Our economy is possibly in a recession, but at least we're keeping those outside the US with jobs.

     

    Microsoft is a big company, and OneCare is an excellent product, but how about all of us using it stand up against this and get US support for the US product we paid for. What's next? You go buy a local vehicle- something goes wrong- and you're talking with someone is India.

     

    Let's use some common sense. My guess is it's cheaper for Microsoft to have the outside labor. So what are they paying them? Is it fair? Microsoft is paid for OneCare. We should be getting US support in the US.

     

    Saturday, February 16, 2008 4:27 AM
  •  

    I found out tonight that there is no US support for OneCare. Let's let our voice be heard to Microsoft- and/ or Bill Gates. This is not good common sense or fair to us in the US using the program.
    Saturday, February 16, 2008 4:44 AM
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    I think as long as the support agent can solve the issue, it doesn't matter whether he/she can speak excellent or "nice to your ears" english.
    Saturday, February 16, 2008 5:58 AM