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A call to Microsoft about Office 365

After I have spent 2 weeks trying to get a situation with Office 365 straightened out, looks like I finally got that straightened out, and by straightened out I mean they deleted my entire BPOS account and told me all the info stored is gone forever.  Today I needed to call in about another issue.

I thought it might be fun to track how this call goes…

this was on 2/20/2012

1:15 I called the Microsoft online services help desk and selected tech support…

1:30 Have been listening to music for 15 minutes

1:35 No Music, seems I have been disconnected, will call back in

1: 35 called back in, please hold while we connect your call

1:41  Music seems to have gone away again, looks like i was disconnected again, will give it a few more minutes.

1:43 music is back barely, so I guess I am still holding.

1:45 It’s been 30 minutes, still no one has picked up.

1:55 been 40 minutes, still have musac, wondering if anyone of the powers that be as Microsoft ever tries to actually use the systems they put in place

1:58  Someone picked up, great girl, the people up there are always very helpful and nice, obvious they are just stuck in a bad situation, of not really understand how it all works.

2:05 Back on hold, so the problem I having is that my Microsoft Partner account is not tied to my office 365 account for some reason and it says it will expire.

2:21 Technical support couldn’t help me, needed to transfer me to a different department, neither issue is resolved yet, back on hold…more musac.

2:36  I got a nice lady on the phone, she says she can take care of everything, that is what everyone has told me for 2 weeks now…

2:48 Back on hold, they think I may need tech support after all, I am thinking what i need is a straight jacket after the past hour

3:17 Still on hold for techsupport again

3:43  Well it seems I was disconnected, will have to try again tommorow.  That’s 2:30 hours I will never get back.  Ok let me close down these six different sites i needed open for this too.

 2 month later I recieved an email from Microsoft…

here is the exact wording from the email…

“We can create the new revised amendment if we receive the previous information you were requested previously, or if you acquire the new amendment as you have done so before. The reason for this is because we cannot make any changes, or offer a blank MOSA.”

“the previous info you requested previously”…this is why microsoft worries me, I am not sure if they are the leading software company in the world, or a place selling food out of truck…..ya know?

so i replied and attached my email from 2 months ago which contained all the info requested.

“or if you acquire the new amendment as you have done so before. The reason for this is because we cannot make any changes, or offer a blank MOSA.”

so I need a new MOSA (Microsoft Online Services Agreement), but Microsoft can’t provide me a blank one… all i can say is wtf?

4/24/12 update

received an email from Microsoft MPN Solve

“and also to estate that we are not authorized to provide blank MOSA forms.”

so can you tell me where I can get a Microsoft form, perhaps Symantec has them?

“I have reviewed the attachment your provided and forwarded it to them once again. I will await further instructions from them and get back to you. This should not take any longer than 3 business days for them to contact me and for me to follow up with you.”

really 3 business days to answer a simple email?

 4/25 update

“Unfortunately we cannot give out blank MOSA forms to customers or partners”
if you cant give me a blank microsoft form, and you are indeed with microsoft, then where do i get it?
===============
“we require the number of seats that your customer is the Online Service the customer is buying and the number of seats they attained.”
again, if you are microsoft and they purchased this from you, wouldn’t you already know what they have?….not to mention it was on the form i attached earlier, the original MOSA that I sent to you…