Booooo Microsoft! The worst customer service ever!

Follow-up with Microsoft Executives and Board

2012-07-31T23:30:00.001-04:00

July 31, 2012

I send the following to Microsoft Executives and copy a few Board members.

From: Steve [mailto:steve.@gmail.com]
Sent: Tuesday, July 31, 2012 11:22 PM
To: kurtd@microsoft.com; peterk@microsoft.com; andrewl@microsoft.com; stevens@microsoft.com; brads@microsoft.com; kevint@microsoft.com; steveb@microsoft.com; tonyb@microsoft.com; qil@microsoft.com; donm@microsoft.com; ericr@microsoft.com
Cc: billg@microsoft.com; rhastings; john.thompson

Subject: "Your most unhappy customers are your greatest source of learning."- Bill Gates, Founder, Microsoft

I recall reading the following quote by Mr. Gates:

“Your most unhappy customers are your greatest source of learning.”
Bill Gates, Founder, Microsoft

Re: Counterfeit Report Number: E37R-KU2U

After the following note from Ms. Susan, not receiving the replacement license code that was promised over three months ago, and the status on the Microsoft website still noting “Counterfeit

report submitted Saturday, April 21, 2012”, I decide to call Microsoft.

First, I called (866) 530-6364, the number that was provided in the chat session back on April 28. After waiting on hold and explaining this whole nightmare, I was then instructed to call (800) 936-5700. After waiting on hold and explaining the situation to Philip, he gives me reference number 120716014144032. Philip mentioned that he can not help me and suggests that I call (800) 360-7561. After calling and waiting on hold for a third time, I talk with Suzanne and then. Neither customer service representative can help me or even provide a meaningful update.

As a reminder, it has been almost four months since Microsoft locked the operating system that I paid for, over three months since I reported this, and over six weeks since I sent all of the documentation that Ms. Susan demanded be mailed through the U.S. Postal Service to your Fraud unit. The timeframe is well over the week that the original Chat representative quoted that I would have a replacement key and over the 4 to 6 weeks decision timeframe that Ms. Susan repeatedly referenced. I have not been able to upload Windows 7 with any critical security patches for over three months.

I am not sure if my experience is the “source of learning” that Mr. Gates referred to in the aforementioned quote.

Please provide me with your decision on this matter, so I can determine next steps. Once again, I can be reached via phone at (XXX) XXX-XXXX.

Please do not have Ms. Susan, Senior Advocacy Specialist contact me via phone or electronically. She has provided me with misinformation, has not been helpful in any way, and I do not appreciate the following June 14 threat to void the piracy report if I simply ask for an update after I continue to get the runaround through her prescribed communication channels.

Respectfully,

Steve

From: Susan Susan [mailto:Susan@.com]
Sent: Thursday, June 14, 2012 5:28 PM
To: 'steve.@gmail.com'
Subject: RE: Customer Service Nightmare

Steve,

The executive team will not be answering your email. They are aware of what you have been told regarding your piracy report, which is that once it has been received by mail and reviewed, the expected timeframe for a complimentary kit is 4-6 weeks if approved.

You are not to attempt to contact other employees at Microsoft regarding this matter any further. We are not obligated to send you a complimentary kit and if you continue, I will void your piracy report.

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

I Call to Check Status

2012-07-16T14:30:00.000-04:00

July 16, 2012

After the threat from Susan, not receiving the replacement software that was promised over three months ago, and the status on the Microsoft website still noting “Counterfeit report submitted”, I decide to call Microsoft.

First, I call (866) 530-6364, the number that was provided in the chat session back on April 28. After waiting on hold and explaining this whole nightmare, I am instructed to call (800) 936-5700. After waiting on hold and explaining the situation to Philip, he gives me reference number 120716014144032. Philip says that he can not help me though and suggests that I call (800) 360-7561. After calling and waiting on hold for a third time, I talk with Suzanne and then Beth (employee ID 3332261). Neither “customer service” representative can help me or even provide a meaningful update.

Microsoft truly sucks.

Susan (Customer Service Rep of the Year) Threatens Me

2012-06-14T17:28:00.000-04:00

June 14, 2012

Susan from Microsoft threatens to void my whole report if I ask for an update or any help other than dealing
with her.

---------- Forwarded message ----------
From: Susan <Susan.@microsoft.com>
Date: Thu, Jun 14, 2012 at 5:28 PM
Subject: RE: Customer Service Nightmare
To: "steve.@.com" <steve.@.com>

Steve,

You are not to attempt to contact other employees at Microsoft regarding this matter any further. We are not obligated to send you a complimentary kit and if you continue, I will void your piracy report.

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

Over 9 Weeks and still no Resolution

2012-06-13T22:58:00.000-04:00

June 13, 2012

It has been over nine weeks since my access key was shut off by Microsoft. It has been over a week
and still no response from the top positions at Microsoft or their delegates.

I decide to ask again with the following note.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Wed, Jun 13, 2012 at 10:58 PM
Subject: FW: Customer Service Nightmare
To: billg@microsoft.com, kurtd@microsoft.com, peterk@microsoft.com, andrewl@microsoft.com, stevens@microsoft.com, brads@microsoft.com, kevint@microsoft.com, steveb@microsoft.com, tonyb@microsoft.com, qil@microsoft.com, donm@microsoft.com, ericr@microsoft.com

Re: Counterfeit Report Number: E37R-KU2U

Gentlemen:

No one from Microsoft has responded to my following request on June 5 in regards to reinstate the license key that I paid for, while this matter is sorted. In fact, no one from Microsoft has responded at all.

It has now been nine weeks since I submitted this counterfeit report. It has been over a week since reached at to you and mailed the information that was provided electronically nine weeks ago.

As noted below, your online Counterfeit Software Report still states no change in progress.

Will someone from Microsoft with authority and reasonableness please contact me at (XXX) XXX-XXXX to help me resolve this matter?

Respectfully,

Steve

Counterfeit Report Id: E37R-KU2U

Current Status: Counterfeit report submitted

Counterfeit report submitted

Saturday, April 21, 2012

The Common Man Responds Back

2012-06-05T21:58:00.000-04:00

June 5, 2012

I respond back copying more Microsoft Executives. You would think that one of those knuckleheads would pick up the phone and call me.

I like the line about being that Dolphin caught in their net. Corny, but true.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Tue, Jun 5, 2012 at 9:48 PM
Subject: Customer Service Nightmare
To: Susan <Susan.@microsoft.com>, billg@microsoft.com, lisab@mcrosoft.com, kurtd@microsoft.com, peterk@microsoft.com, andrewl@microsoft.com, stevens@microsoft.com, brads@microsoft.com, kevint@microsoft.com, steveb@microsoft.com, Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, tonyb@microsoft.com, qil@microsoft.com, donm@microsoft.com, ericr@microsoft.com

Re: Counterfeit Report Number: E37R-KU2U

Dear Susan:

Your statement regarding the postal mail address being mentioned in the piracy report that I originally received is incorrect. I am forwarding a copy of this report from April 21, 2012, which denotes the Microsoft headquarters address in Redmond, WA. I have been sending you this copy in all of my communication since May 1. This documentation does not state the need for additional information or the PA postal mailing address. Furthermore, the Frequently Asked Question page you reference has 13 boxes that need to be expanded to even review all of the text that you mention.

As you and I have discussed several times on the phone and I have repeatedly detailed in writing, I purchased and downloaded the software from OnlineDigitalItems, your online Retailer that stated they were selling “Genuine Microsoft” products. Thus, as I have mentioned to you multiple times, I have no original media or original product key to mail. Thus, I will be printing the receipt, secure download link (your Retailer site, not Microsoft), PayPal receipt, and License Key from the secure download site and mailing it to your team. I provided all of this information with my original submission on April 21 and to you on May 1. I am attaching another copy in .pdf form.

From a customer point of view, sending this same information through the postal service defies any sort of logic. Considering the situation at hand and all of the facts that I have provided, this bureaucracy seems to be based on some sort of strange sense of principle more so than actually providing any value to Microsoft. I understand and fully support the need for software companies like Microsoft to fight piracy and protect their intellectual property. With this said, I clearly paid for Windows XP and Vista (through Dell), and then paid for an upgrade to Windows 7. The steps taken by Microsoft to lock my license code for the last month and a half are equivalent to a large fishing net in the sea that is intended to catch fish and accidently traps a dolphin. Ms. e, I am that dolphin.

The site OnlineDigitalItems appears to have been running for years. Since my initial report, I am glad that your piracy team has taken the steps to shut down the website where I purchased the software from. That action will protect other consumers. I wish that Microsoft would take the same prompt action to reinstate the license code in which I provided proof that I purchased.

Considering the money that I have spent on Windows XP and Vista (through Dell) and then the Windows 7 upgrade, your suggestion for me to simply buy new software if the constant “pop-up” fraudulent messages and the lack of being able to download all updates, including critical security patches, is insulting at best.

I respectfully request that Microsoft reinstate the license key that I paid for, while this matter is sorted.

I have been a Microsoft customer since MS-DOS 3.0. I have used Windows since version 3.0 and Windows Mobile since version 5. Throughout this time, I have been a happy customer of Microsoft. The nightmare of the last seven weeks has certainly changed that.

My contact number remains (XXX) XXX-XXXX.

Thanks,

Steve

On Sat, Apr 21, 2012 at 10:29 PM, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com> wrote:

Thank you for your counterfeit report submission. Leads from users like you help Microsoft ensure that you get what you pay for when you buy our software.

Your Counterfeit Report Number: E37R-KU2U

You can also learn more about how to spot fake copies of Microsoft products at http://www.microsoft.com/howtotell/default.aspx.

Always insist on 100% genuine Microsoft software, so that your PC delivers the protection, reliability and performance you deserve.

Microsoft respects your privacy. To learn more, please read our Privacy Statement.

Please visit FAQ page if you have additional questions.

Microsoft Corporation
One Microsoft Way
Redmond, WA, USA 98052

*****************************************
Do not reply to this e-mail. This message was sent to you using an automated system. This e-mail alias is not monitored for replies.

Susan from Microsoft Provides More of a Runaround Response

2012-06-05T04:22:00.000-04:00

June 5, 2012

Susan elects to remove the Microsoft Executives and provide more of a B.S. response. I wonder what she does not want the executives to see? Crappy customer service?

---------- Forwarded message ----------
From: Susan <Susan.@microsoft.com>
Date: Tue, Jun 5, 2012 at 1:22 AM
Subject: RE: Customer Experience
To: Steve <steve.@gmail.com>
Cc: Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>

Moving Microsoft Execs to BCC

Steve,

Below I’m listing the FAQs that I’ve sent you several times now. They are found here - https://www.microsoft.com/en-us/howtotell/cfr/FAQ.aspx. I’ve highlighted the responses that explain exactly what you need to mail in to complete your piracy report.

The address where you need to send documentation for your piracy report, which was listed in the email you received with your counterfeit report ID and provided again by me on May 16^th is:

Microsoft PID Center

5148 Peach Street #332

Erie, PA 16509

Progress on your piracy report is dependent on you mailing in the required documentation. Until that happens, the status will not change.

Thank you,

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

Frequently Asked Questions

How can I find out the status of my submission?

In the confirmation e-mail you received, you will find a direct link that you can click to see your status.

If you do not have your email confirmation, you may visit our order look up page and enter your first and last name, email address and CRID (if available) to review the status of your submission.

How many complimentary kits am I eligible to receive?

You are eligible to receive a maximum of one Windows complimentary kit and one Office complimentary kit. If you believe you have purchased more than one article of counterfeit software, you may visit the Genuine Program website for more information about genuine Windows and genuine Office software.

How long does it take to receive my complimentary kit?

From the time your completed submission is accepted by Microsoft, including all requested items, it can take four to six weeks for the delivery of the complimentary kit.

You may visit the order look up page and enter your first and last name, email address and CRID (if available) to find the status of your submission.

Do you ship to P.O. boxes?

We cannot ship to post office boxes. A standard street mailing address is required to receive a complimentary kit.

Can a submission be rejected?

It is sometimes determined that the documentation you provide does not meet the criteria for the complimentary replacement software offer. Here are some of the reasons why your request may be denied:

· No original proof of purchase was included in your submission.

· The receipt or invoice for the computer you purchased does not specify that it includes a copy of Windows or Office.

· A CD/DVD was not included in the submission.

· Wrong version of the software was received.

· A product key was not included.

· The purchase price for the counterfeit software was significantly lower than the standard pricing for the software.

Is there a minimum purchase price to qualify for a complimentary kit?

Yes. Depending on your market and the type of software purchased, there is a minimum purchase price that you must have paid the reseller in order to qualify for a complimentary kit.

Do I need to provide a purchase receipt or other proof of purchase?

You must provide proof of purchase for any submission in order to qualify for a complimentary kit. You will be required to provide a receipt or invoice including reseller information and the details of your purchase.

Do I need to send you my software disc(s)?

Yes, you are required to send in your purchased software. If you purchased physical media, a CD/DVD or branded USB is required to be eligible to receive a complimentary replacement kit.

What is the complete list of items I need to send in?

To qualify for a kit you must mail in the items below:

· A printed copy of the online counterfeit report.

· The counterfeit Windows or Office CD or DVD along with any additional software packaging.

· The 5x5 product key, if this was requested when submitting your counterfeit report.

· The original purchase receipt of the software or computer, including the date of purchase, name and address of the seller.

Will you send my software back to me if I do not qualify for a replacement kit?

Submissions are not returned to customers.

I have a Volume License version of Windows or Office, do I qualify for a complimentary kit?

This counterfeit replacement program is not available for volume license editions. If you have a Volume Licensing product, please visit http://www.microsoft.com/piracy/knowthefacts/legalizationsolutions.aspx.

How can I tell if my software is counterfeit?

We realize that sometimes it can be challenging to tell whether software is genuine, and invite you to visit Microsoft’s How to Tell website for more information. There you will find more information about genuine Microsoft software and how to determine if your software is genuine.

I Respond to Susan and the Entire Microsoft Executive Management Team

2012-06-04T19:44:00.000-04:00

June 4, 2012

I call Susan's bluff and respond to her and the Entire Microsoft Executive Management Team. The mailing address that she keeps referring to has never been provided by her or anyone at Microsoft.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Mon, Jun 4, 2012 at 7:44 PM
Subject: Re: Customer Experience
To: Susan <Susan.Susan@microsoft.com>, billg@microsoft.com, lisab@mcrosoft.com, kurtd@microsoft.com, peterk@microsoft.com, andrewl@microsoft.com, stevens@microsoft.com, brads@microsoft.com, kevint@microsoft.com
Cc: Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, steveb@microsoft.com

Dear Ms. Susan:

As background, you previously contacted me after I was given misinformation from your toll free customer service center and disconnected by your Chat team. I have also followed every step in the online piracy submission process. With this is mind and all of the fact-based documentation in the following series of correspondence, please explain what exactly you mean by the statement, “Your continued efforts to try and work around the process that’s been repeatedly explained and that every other person reporting piracy is held to will no longer be acknowledged.” Where exactly have I tried to work around the Microsoft process?

I followed all of the steps on the Microsoft Piracy website on 4/21/2012. I have read through the FAQ’s that you directed me to. As of today, the “Check Status” URL states that my report was submitted on 4/21/2012, with a status of “Counterfeit report submitted.” Please see the following screen capture.

What exact additional information are you asking me to provide? Again the website and the FAQ’s does not state what additional information is required. How am I supposed to know what is missing?

Please answer the aforementioned questions, so I can proceed accordingly. I thank you in advance for your reply.

Sincerely,

Steve

Counterfeit Report Id: E37R-KU2U

Current Status: Counterfeit report submitted

History:

Event

Date

Counterfeit report submitted

Saturday, April 21, 2012

It appears that Susan from Microsoft's Manager went through the same Clown Customer Service training School that Susan attended

2012-06-04T18:04:00.000-04:00

June 4, 2012

Susan responds and states that her Manager and Steve Ballmer's office is well aware of the great job that she does.

---------- Forwarded message ----------
From: Susan <Susan. @microsoft.com>
Date: Mon, Jun 4, 2012 at 6:04 PM
Subject: RE: Customer Experience
To: Steve <steve.@.com>
Cc: Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, "mswish@microsoft.com" <mswish@microsoft.com>, MS Online Customer Service support <support@microsoft.com>

Steve,

You are required to mail in the documentation that is listed on the piracy website. You cannot submit it electronically.

As for contacting my manager, he is well aware of how I manage my cases and this one in particular. Continuing to escalate higher will not change how this case will be handled. Steve Ballmer’s staff is also aware of this case, the steps that have been taken and what needs to happen on your part to move this case forward.

Your continued efforts to try and work around the process that’s been repeatedly explained and that every other person reporting piracy is held to will no longer be acknowledged.

Susan Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

Microsoft Customer Service- "Who's on First Routine"

2012-06-04T17:57:00.000-04:00

June 4, 2012

I respond back to Susan and her crack Microsoft Customer Service team pointing out her refusal to further escalate.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Mon, Jun 4, 2012 at 5:47 PM
Subject: Re: Customer Experience
To: Susan Susan <Susan.Susan@microsoft.com>
Cc: Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, "mswish@microsoft.com" <mswish@microsoft.com>, MS Online Customer Servicesupport <support@microsoft.com>

Dear Ms. Susan:

You seem to be missing several very clear points here. First off, it has been well over the six week period that you continue to quote, since I submitted all of the requested information to your Counterfeit team. I have repetitively sent this information to you electronically to make sure that all relevant information is received. The website that you continue to direct me to reflects this submission date.

Secondly, in additional to the constant pop-ups that the operating system is pirated, I have not been able to receive any critical security updates since your organization identified the software I purchased from your retailer as counterfeit. I would suggest that based on the well-publicized security attacked on Microsoft operating systems, this is more than inconvenience you mention.

Lastly, I requested to speak to your Manager on May 11. You refused. I requested further escalation May 29 and June 3. I hear back from you with the same run around from you. Once again, I need real customer service help here.

This whole experience has been like a bad, "Who's on First", Abbott and Costello routine.

Steve

Susan from Microsoft Strikes Back!

2012-06-04T14:08:00.000-04:00

June 4, 2012

Even though, I specifically asked to speak to someone with some authority and common sense, Susan contacts me back again. She refers to my "Pirated" copy of windows being still functional. Not
being able to download any critical security updates and receiving pop-up messages every few minutes, is not what I consider fully functional.

Furthermore, she politely suggests that I Just buy another copy of Windows 7 from the "Microsoft Store." What a great idea, after paying for Windows Vista, a downgrade to Windows XP, and an upgrade to Windows 7, why not hand over some more hard earned money to Microsoft?

---------- Forwarded message ----------
From: Susan <Susan.Susan@microsoft.com>
Date: Mon, Jun 4, 2012 at 2:08 PM
Subject: RE: Customer Experience
To: Steve <steve.@.com>, Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>
Cc: Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, "mswish@microsoft.com" <mswish@microsoft.com>, MS Online Customer Service support <support@microsoft.com>

Moving Steve Ballmer and Bill Gates to BCC

Steve,

I provided the mailing address you needed to send your documentation to on May 16th and at that time also called out that the FAQ that states that IF APPROVED, it can be four to six weeks for the delivery of a complimentary kit.

In the meantime, the pirated copy of Windows 7 you currently have installed on your computer while inconvenient, is still functional. If you are unwilling to wait until a decision has been made on your piracy claim, you can purchase a genuine copy of Windows 7 at any authorized reseller including the Microsoft Store - http://www.microsoftstore.com/.

Thank you,

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

Bill Gates and Steve Ballmer Ignore Plea

2012-06-03T12:12:00.000-04:00

June 3, 2012

After Bill Gates and Steve Ballmer ignore my additional plea for help, I send the following request. Please note I specifically request that Susan does not contact me, as she is providing no value.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Sun, Jun 3, 2012 at 12:12 PM
Subject: Re: Customer Experience
To: "pqmglba@microsoft.com" <pqmglba@microsoft.com>, "usrmt@microsoft.com" <usrmt@microsoft.com>
Cc: Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, "mswish@microsoft.com" <mswish@microsoft.com>, "support@microsoft.com" <support@microsoft.com>, steveb@microsoft.com,billg@microsoft.com

Please review the following series of messages I have not heard anything back from the following letter that I sent to Mr. Gates and Mr. Ballmer on May 29. It has been over six weeks since I submitted a counterfeit submitted. This is the worst customer service that I can ever recall experiencing.

Will someone of authority, please contact me to get this matter resolved? With the time of phone calls, chat, and e-mail follow-up, I could have bought a new computer with Windows 7 many times over.

Please have someone senior to Ms. Susan contact me. Ms. Susan is not customer focused, not an advocate in any way, nor resourceful. All she has offered in the way of help is that this matter is in another departments hands and I can contact via the postal service.

I can be reached at (XXX) XXX-XXXX.

Respectfully,

Steve

Request Help from Bill Gates and Steve Ballmer

2012-05-29T22:43:00.000-04:00

May 29, 2012

I recall reading the following quote by Mr. Gates.

“Your most unhappy customers are your greatest source of learning.”
Bill Gates, Founder, Microsoft

Surely, he and Mr. Ballmer will help get the operating system that I paid for reactivated.

I send the following note to Mr. Gates and Mr. Ballmer.

What will their response be?

---------- Forwarded message ----------
From: Steve <steve.@gmail.com>
Date: Tue, May 29, 2012 at 10:43 PM
Subject: Customer Experience
To: billg@microsoft.com , steveb@microsoft.com, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, mswish@microsoft.com, support@microsoft.com,

Re: Counterfeit Report Number: E37R-KU2U

Dear Mr. Gates and Mr. Ballmer:

Please review the following series of communication with your organization. I work in a customer focused business myself and try not to go out of my way to escalate trivial matters. With that said, this situation has gone way past the point of poor customer service.

In summary, please review the following timeline and notes:

I purchased a Dell computer with Windows XP preloaded and paid for an upgrade to Windows Vista.
July 22, 2011- I ordered Windows 7 Professional Upgrade from www.onlinedigitalitems.com I have installed the software and have been using it since July, 2011. I found your Retailer in a Google Shopping search. The merchant was rated by Google. I paid almost $90.00 for the upgrade.
mid-April, 2012- I started receiving the following noted counterfeit messages. I am not able to download any updates from Microsoft. After all of the documentation detailed below, I am being told by your representatives the that the license key I was sold has been used many times and has been disabled. As of this date, the www.onlinedigitalitems.com website is still operating and represent “….genuine software online.: It appears that all they sell are Microsoft products.
I tried contacting the merchant over 10 times via phone, e-mail, and chat. I can not get a response. PayPal is refusing to refund my payment as they have stated their buyer protection only covers items that were never received.

· April 21, 2012- I provided all of the information that your Counterfeit Submisison department requested an online submission after I spoke to your Service Center. I received Counterfeit Report Number: E37R-KU2U after submitting, although no one at Microsoft seems to know what I am referring to when I mention this number. I also provided all of this information via several Chat sessions (one of which I was disconnected from when I asked for a Supervisor) and verbally over the phone. After this customer experience, I escalate the matter within Microsoft.

May 1, 2012- I am contacted by Susan . She requests that I provide all of the same information to her, which I do on the same date. She tells me that she will follow-up
After sending multiple requests to the Counterfeit department asking for an update, I never hear back.
After multiple requests to Susan, she continues to point me to check an online submission site. (There is no way to receive a notification other than randomly checking a site?!) I am required to enter four different pieces of information and the only updates I am provided is the confirmation of the April 26, 2012 submission date. Please review the following series of correspondence with Susan. Other than stating that I should have known that the software was counterfeit after paying $90.00 for it. (Sorry, after paying for XP and Vista and considering I can buy a new HP or Dell desktop computer with the software pre-loaded for $400, this seemed like a reasonable upgrade price.)
May 17, 2012- After my multiple requests to ask for an update and confirmation that all of my information has been received by the Counterfeit, Susan instructs me to mail the same information that I have e-mailed, provided via chat, and e-mailed to Susan in a .pdf. Is this really a response from a representative of one of the world’s largest and most successful software companies.
May 23, 2012- I notice that your Merchant site has been taken down. Hopefully, the hours of work that I have put into this seemingly simple request, has helped some consumer out there. I still have no update from Microsoft.
May 29, 2012- After a month and half of notifying Microsoft, the Counterfeit website still states no update.

Will someone of authority, please contact me to get this matter resolved? With the time of phone calls, chat, and e-mail follow-up, I could have bought a new computer with Windows 7 many times over.

Please have someone senior to Susan contact me. Susan is not customer focused, not an advocate in any way, nor resourceful.

I can be reached at (XXX) XXX-XXXX.

I once again thank you in advance in hopes that this matter can finally be resolved.

Respectfully,

Steve

Microsoft Finally Does Something! www.onlinedigitalitems.com has been taken down!!!

2012-05-23T14:50:00.000-04:00

May 23, 2012

OK. Call it some some sort of Obsessive Compulsive Mission. I am obviously not letting this go. I check www.onlinedigitalitems.com site. It has been taken down. Presumably by Microsoft's Fraud Team's action, but who knows? Hopefully, the hours of work that I have put into this seemingly simple request, has helped some consumer out there. I still have no update from Microsoft.

Microsoft likes Snailmail

2012-05-17T14:45:00.000-04:00

May 17, 2012

After my multiple requests to ask for an update and confirmation that all of my information has been received by the Counterfeit, Susan instructs me to mail the same information that I have e-mailed, provided via chat, and e-mailed to Susan in a .pdf. Is this really a response from a representative of one of the world’s largest software companies.

On Thu, May 17, 2012 at 2:29 AM, Susan <Susan.@microsoft.com> wrote:

Hello Steve,

Below is the address where you need to send your documentation. Once it has been received, the review process will begin and you’ll be able to continue tracking the progress of your report here - https://www.microsoft.com/en-us/howtotell/cfr/reportstatus.aspx.

Microsoft PID Center

5148 Peach Street #332

Erie, PA 16509

Thank you,

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

From: Susan
Sent: Wednesday, May 16, 2012 2:45 PM
To: 'Steve '

Cc: Microsoft GetHelp; Microsoft Customer Advocacy - United States

Subject: RE: GH Steve - 10526328 [SLB]

Hi Steve,

The email you received would have had a an address listed that you would send your documentation to, and we haven’t had any other escalations stating that an address is not listed. I will have will have confirmation of the address for you by tomorrow and you can then send in your documentation.

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

From: Steve [mailto:steve.@.com]
Sent: Wednesday, May 16, 2012 6:27 AM
To: Susan
Cc: Microsoft GetHelp; Microsoft Customer Advocacy - United States
Subject: Re: GH Steve - 10526328 [SLB]

Hi Susan:

What does the piracy team have to say? I checked the site again a few minutes ago and the only information displayed is "submitted".

Thanks,

Steve

Apparently my money is no good with Microsoft

2012-05-11T14:56:00.000-04:00

May 11, 2012

After repeated requests for an update, Susan tells me she does not know where I should send the information. (The same information that I already submitted via e-mail, their website, and chat.)

Also, my money is apparently no good with Microsoft as they claim they did not take it!

On May 11, 2012, at 2:56 PM, Susan <Susan.@microsoft.com> wrote:

Hi Steve,

Again, Microsoft did not take your money. Our offer to provide media kits in exchange for information on piracy is quite generous and something very few companies offer. This isn’t a case of me not wanting to help you, but directing you to the correct process.

I’m checking with someone on the anti-piracy team to find out where specifically you are supposed to send in your documentation. I believe this should’ve been called out when you submitted your report, but I will double check and get back to you.

Have a good weekend.

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Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

From: Steve [mailto:steve.@gmail.com]
Sent: Friday, May 11, 2012 11:30 AM
To: Susan
Cc: Microsoft GetHelp; Microsoft Customer Advocacy - United States
Subject: Re: GH Steve - 10526328 [SLB]

Hi Susan:

This is getting ridiculous. I do not see a way to update my case or upload a .pdf. Also, with all the systems Microsoft sells, it is not very customer friendly that you are asking me to continue to enter five fields of information on a web page to check the status of my case.

If you can not confirm that I am being shipped a valid license key for the Windows 7 upgrade (that I paid almost $100 for after paying for XP and Vista), then I would like to speak to someone at Microsoft who has the authority and autonomy to resolve this matter.

Respectfully,

Steve

On May 8, 2012, at 12:00 AM, Susan <Susan.@microsoft.com> wrote:

Hi Steve,

I’ve let the team know about your case; however, this was not done in place of you providing all of the information regarding your case directly. If you haven’t already submitted that information, you will need to and should’ve been instructed to do so.

I can’t answer what the investigation team’s understanding of your case is or will be. They will be weighing the information you provided against what the eligibility requirements are to receive a media kit. At this point, you need to make sure you’ve submitted everything that you have and wait on their final decision.

<image001.jpg>

<image002.png>

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

From: Steve [mailto:steve.@gmail.com]
Sent: Monday, May 07, 2012 7:36 PM
To: Susan
Cc: Microsoft GetHelp; Microsoft Customer Advocacy - United States
Subject: Re: GH Steve - 10526328 [SLB]

Thanks. As we discussed, will you confirm the following?

· You have sent your counterfeit team all of the documentation that I provided to you including the .pdf of the invoice.

· Your counterfeit team understands that I was directed to download the Windows 7 operating system from the seller secure site and burn to DVD's.

· PayPal is refusing to refund the purchase price that I paid last July.

Steve

Microsoft Merchant is Still Selling Microsoft Software

2012-05-02T09:57:00.000-04:00

May 2, 2012

I let Susan know that PayPal is refusing to credit back the charges because Microsoft turned off my license key seven and a half months past the purchase date. I also let her know that their merchant
site is still up and running and selling Microsoft software (over eight months past the date that I purchased.)

---------- Forwarded message ----------
From: Steve <steve.@gmail.com>
Date: Wed, May 2, 2012 at 6:57 AM
Subject: Re: GH Steve - 10526328 [SLB]
To: Susan <Susan.@microsoft.com>

Hi Susan:

I have already tried to reverse the charges with PayPal. They will not as they claim to only handle missing or defective merchandise. They claim that they have no way of knowing if the software is fraudulent.

The representative that I spoke to back on 4/11 told me that Microsoft would ship me new software in a week or less.

Why is your investigation taking so long? As you know, the operating system that I am using is no longer able to update, has less functionally, and we are constantly getting the counterfeit message. This is the only computer we have.

Why has Microsoft done nothing to hit down this site? Based on what you are telling me, I am surprised that ate still operating and selling "genuine" Microsoft software, including Windows and Office, online.

Please let me know.

Thanks,

Steve

Susan from Microsoft Responds

2012-05-02T08:48:00.000-04:00

May 2, 2012

Susan responds as follows. I give her credit for a quick response and that is about it.

I love how after she questions the amount of paid for the Windows 7 upgrade. Hello, McFly! Is anybody home?! I paid for Vista, paid another $59.95 to downgrade to XP, and paid another $85.95 to upgrade to Windows 7, and she is claiming that the price I paid is too low!

I can buy a new HP Desktop with Windows 7 preloaded for less than $400. No wonder Antitrust complaints were brought against Microsoft.

---------- Forwarded message ----------
From: Susan <Susan.@microsoft.com>
Date: Wed, May 2, 2012 at 1:10 AM
Subject: RE: GH Steve - 10526328 [SLB]
To: Steve <steve.@gmail.com>
Cc: Microsoft Customer Advocacy - United States <usrmt@microsoft.com>, Microsoft GetHelp <pqmglba@microsoft.com>

Hi Steve,

Thank you for forwarding the additional information.

I checked the product key you provided and confirmed that the key has been disabled. While I can’t speak to the business practices of OnlineDigitalItems, I can tell you there are a very limited number of sites that are allowed to sell Microsoft software downloads. In most cases where software is sold as a digital download outside of a Microsoft direct website, the software is pirated. These sites attract customers by offering significantly reduced pricing. The MSRP for Windows 7 Professional Upgrade is $199, significantly higher than $85. More information on how to avoid piracy can be found here - http://www.microsoft.com/en-us/howtotell/Software.aspx#Digital

In some circumstances, Microsoft offers customers who unknowingly purchase pirated products and opportunity to buy legitimate software at a discounted price. I see that you submitted your case on April 21^st. It will be reviewed and you may be asked for additional information. After investigating you’ll be notified if you’re eligible for any pricing promotions. You can check on the status of your report here - https://www.microsoft.com/en-us/howtotell/cfr/reportstatus.aspx.

Any concerns you have regarding the charges you incurred purchasing the copy of Windows you currently have will need to be addressed with the company you purchased it from. It looks as though you paid via PayPal, so you may want to contact them as well to see if they offer any assistance in obtaining a refund.

If you have any additional questions, please let me know.

Thank you,

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

Resend of all Information Again

2012-05-01T20:38:00.000-04:00

May 1, 2012 (Same Day)

I e-mail Susan at Microsoft and we talk on the phone. She describes Microsoft's Piracy team as some type of super secret agency that she does not have access to. Susan claims that she will help me get this matter resolved.

I attach a .pdf of all of the electronic documentation requested and more- receipt, PayPal transaction details, online secure sight, and license key instructions

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Tue, May 1, 2012 at 9:33 PM
Subject: Re: GH Steve - 10526328 [SLB]
To: Microsoft GetHelp <pqmglba@microsoft.com>, Susan.@microsoft.com
Cc: Microsoft Customer Advocacy - United States <usrmt@microsoft.com>

Re: Your Counterfeit Report Number: E37R-KU2U

Dear Ms. :

Thank you for getting back to me. I provided all of the information that you are requesting in the online submission on April 21, 2012 after I spoke to your Service Center. I received Counterfeit Report Number: E37R-KU2U after submitting, although no one at Microsoft seems to know what I am referring to when I mention this number.

I also provided all of this information via several Chat sessions (one of which I was disconnected from when I asked for a Supervisor) and verbally over the phone. However, I will provide again if it will help you get this resolved. It has been very frustrating.

I purchased a Dell computer with Windows XP preloaded and an upgrade disk to Windows Vista.
On July 22, 2011, I ordered Windows 7 Professional Upgrade from www.onlinedigitalitems.com I found this site in a Google Shopping search. The merchant was rated. If you go to the website today, they are still operating and represent “….genuine software online.: It appears that all they sell are Microsoft products.
I successfully installed the software and had been using it until mid-April, 2012. I started receiving the counterfeit messages. After all of the documentation an back and forth detailed below, I am being told by your representatives the that the license key I was sold has been used many times and has been disabled.
I have tried contacting the merchant over 10 times via phone, e-mail, and chat. I can not get a response.

Please provide me with a resolution to this issue. I can be reached at (XXX) XXX-XXXX.

Respectfully,

Steve

Light at the End of the Tunnel?

2012-05-01T20:25:00.000-04:00

May 1, 2012

I finally get a response back from Microsoft! It sounds like Susan may even be willing and able to help!! She even has a positive Winston Churchill quote at in her signature.

Things may be looking up for this hard working American.

---------- Forwarded message ----------
From: Susan <SusanXXXXX.@microsoft.com>
Date: Tue, May 1, 2012 at 6:25 PM

Subject: GH Steve - 10526328 [SLB]
To: "steve.@.com" <steve.@.com>
Cc: Microsoft GetHelp <pqmglba@microsoft.com>, Microsoft Customer Advocacy - United States <usrmt@microsoft.com>

Hi Steve,

I understand you’ve recently started receiving notifications that your copy of Windows 7 is not genuine. Can you please tell me where you purchased Windows 7? Do you by chance have a receipt?

Thank you,

Susan

Senior Advocacy Specialist

425-722-XXXX

You make a living by what you get. You make a life by what you give. ~ Winston Churchill

1st Escalation Attempt

2012-04-28T20:18:00.000-04:00

This is my first escalation attempt that I sent on April 28, 2012.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Sat, Apr 28, 2012 at 4:11 PM
Subject: Customer Experience Re: Microsoft counterfeit report submission confirmation
To: Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>, mswish@microsoft.com, support@microsoft.com,

Hello:

Please review the following series of messages. I have now called your service line four times, waited on hold, been through two chat sessions, and reported the fraudulent software that I was sold online.

In my most recent "Chat Session" with Mark, I do not appreciate the way I was treated. After requesting to "Chat" with his supervisor, He disconnected me. Please review the following chat log.

Please contact me with an update on my request to get the software that I paid for reactivated. I can be reached at XXX-XXX-XXXX

Thank you in advance for your help.

Respectfully,

Steve

Microsoft Hangs Up on Me and Disconnects Chat

2012-04-28T19:57:00.000-04:00

April 28, 2012

In trying the status of my piracy report, I am hung up on twice and disconnected from a Chat after asking to be transferred to a supervisor. I am including a copy of the chat log. I then
contacted Ryan XXXX and his supervisor John XXXXX (ID 23475) via Microsoft's toll free customer service center. They are unable or unwilling to help.

You are now chatting with 'Mark'.

Steve : Hello: I am writing about Your Counterfeit Report Number: E37R-KU2U. It has been a week and I have not heard back anything frrom my report. I have a sales receipt and license key for the Windows 7 Professional operating system that I am using. I am unable to get any updates as, I am being prompted with a "Windows 7 is not genuine" message.

Mark: Welcome to Microsoft Customer Service Chat, Steve. Please give me a moment while I review your question. Is that okay?

Steve : Yes

Mark: I understand that you are receiving a prompt that your copy of Windows is not genuine, though you bought a genuine copy of Windows.

Mark: I know those error messages can be frustrating sometimes. I will be more than happy to help you.

Mark: If I am unable to resolve your issue on chat, I will provide all the other support options available to resolve your issue.

Mark: May I have the 25-digit product key of your Windows 7?

Steve :XXXXXXXX (redacted) W4K

Steve : I halready called support and was on hold a week ago.

Mark: Let’s check the activation status of your Windows by following these steps:

Mark: 1. Click on Start

Mark: 2. Please enter the following command in the search box: slmgr.vbs -dlv

Mark: 3. Please provide me with the activation status in the License Status section

Steve : It says "Notification"

Mark: For further assistance with this, please contact our Windows 7 Genuine Advantage department at: (866) 530-6364. The Genuine Advantage team is available from 5:00 A.M. – 7:00 P.M. Pacific Time, Monday through Friday and closed Saturday and Sunday.

Mark: The team I am referring you to is well equipped and will help you with your concern.

Steve : Notification Reason 0XC004F200 (non-genuine).

Mark: Is there anything else I can assist you with?

Steve : Mark

Steve : I already contacted that number

Steve : They directed me to an online form

Steve : that I filled out a week ago

Steve : I received Counterfeit Report Number: E37R-KU2U

Steve : I want to "Cat" wityhout a supervisor if you are unwilling or unable to help me

Steve : Chat with your supervisor

Mark: Please contact the above mentioned number. They will address your concern.

Mark: Thank you for using Microsoft Customer Service Chat. Please feel free to come back again. We are available 7 days a week, 24 hours a day.

Chat session has been terminated by the agent.

Repeated Requests for Updates Go Unanswered

2012-04-27T20:14:00.000-04:00

Throughout April and May, 2012

I send 5 requests to Microsoft. I never receive a response back.

---------- Forwarded message ----------
From: Steve <steve.@.com>
Date: Tue, May 29, 2012 at 10:18 PM

Subject: Re: Microsoft counterfeit report submission confirmation
To: Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com>

5Th Request

Please provide an update.

On Thu, Apr 26, 2012 at 11:16 PM, Steve <steve.@.com> wrote:

Please provide an update on my request.

Thank you in advance for your help.

Steve

On Sat, Apr 21, 2012 at 10:29 PM, Microsoft Counterfeit Report Submissions <cfrv2prd@microsoft.com> wrote:

Thank you for your counterfeit report submission. Leads from users like you help Microsoft ensure that you get what you pay for when you buy our software.

Your Counterfeit Report Number: E37R-KU2U

You can also learn more about how to spot fake copies of Microsoft products at http://www.microsoft.com/howtotell/default.aspx.

Always insist on 100% genuine Microsoft software, so that your PC delivers the protection, reliability and performance you deserve.

*****************************************
Do not reply to this e-mail. This message was sent to you using an automated system. This e-mail alias is not monitored for replies.

Counterfeit Submission Report

2012-04-21T20:37:00.000-04:00

April 21, 2012

I submit the online report with all required information. https://www.microsoft.com/en-us/howtotell/cfr/report.aspx

OnlineDigitalItems is a Scam!

2012-04-15T21:09:00.000-04:00

Even though www.OnlineDigitalItems.com advertised selling Genuine Microsoft software, was rated,
was a PayPal merchant, had a secure download site, and two step license code aquisition process, it turns out the whole company and site is a scam. It appears that they buy Microsoft Developer Licenses from Microsoft in bulk and then resell. I was able to use my license code for over eight months before Microsoft shut it down.

Buyer beware. I have been had!

Microsoft Tags my OS as Fraudulent and Locks

2012-04-15T15:17:00.000-04:00

mid-April, 2012

After using the Windows 7 operating system upgrade that I purchased for over eight months, I start receiving counterfeit messages every time I start Windows 7. I am not able to download any updates, including critical security patches, from Microsoft. I am told by
Microsoft representatives the that the license key I was sold has been used many times and has been disabled. As of this date, the www.onlinedigitalitems.com website is still operating and represent “….genuine software online.: It appears that all they sell are Microsoft products.

I tried contacting the merchant over 10 times via phone, e-mail, and chat. I can not get a response. PayPal is refusing to refund my payment as they have stated their buyer protection only covers items that were never received.