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Occupy Customer Experience: #OccupyCX @MicrosoftHelps #Fail

Customer Experience
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Microsoft_Support_Twitter

So today I had an interesting customer service experience. Not only was it a waste of more than an hour, but I still didn't get my issue resolved.

Where to begin? A few months back, we purchased a copy of Microsoft Office 2011 for Mac from Staples. The computer we originally installed it on was for an intern and once the intern left, we uninstalled Office from the computer. The box that Office came in tells us that we could install the software on 3 separate computers. Well, today, we tried to install it on computer #2. Of course, the product key didn't work when installing on our new computer. What do we do? Go to Microsoft customer support, expecting some kind of help. Once there, I first look through the FAQ's. Nothing there really helps. They provide a number to call for help with your product key. So, I call the number. Concurrently, Rini, our CEO, starts an online chat with a customer service rep. After a 10-15 minute back and forth through chat, Rini was unsuccessful at getting any help. Keep in mind, I'm still on hold on the phone. 35 minutes goes by...and I still haven't talked to a human being. Finally, the person on the live chat gave us a different number to call. We call the number and finally talk to a human! Only to be transferred to a different department. After the transfer, the operator tells me I need to contact the store I purchased it from to get any kind of help since we purchased it retail and the license is through the store.

Does this make sense to anyone? Not only did my issue not get resolved (and it took forever at that), now I have to go back to Staples and see if they can help us with our product key situation.

To top it all off, during this whole thing, I was tweeting to @MicrosoftHelps. As you know, we have been doing a blog series on social media customer service and we wanted to see what kind of response we would get from Microsoft. Needless to say, they wouldn't get any points on the timeliness of their responses. When I did finally get a response, it came a few hours after my initial complaints. Plus, it took 3 different tweets to get a response.

Aaron_Eisberg_Tweets

Moral of the story: I don't need to do in-depth research into Microsofts' customer service strategy to see where they stand. Their online chat was not helpful. Their phone support was even worse. I had hope for their social media, considering they are a tech company. Alas, that failed me as well. So...I guess I'll take my hind-end to Staples and see if they can help me. Please don't let me down @staples or I will be right back here doing the same thing!

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customer service social media phone support Aaron Eisberg rini das staples @microsofthelps @staples Occupy Customer Experience microsoft occ
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Comments 1

Guest - Rini Das on Thursday, 16 August 2012 00:05

Aaron: Good post. I think if Melvin had learned to play our game we would have better outcome. Readers -- see transcript of real chat below. Do not be a Melvin -- play our game. http://www.mypakragames.com/unbundle_me

---------------------------------------------------------
Please wait for an agent to respond. You are currently '1' in the queue.
Privacy Statement
You are now chatting with 'Melvin'.
Melvin: Welcome to Microsoft Customer Service Chat, Rini. Please give me a moment to review your question. Is that okay?
Rini Das: sure
Melvin: Thank you for wating.
Rini Das: are you there???
Melvin: Yes, I am online.
Rini Das: how many concurrent sessions are your running? Pay attention here .. have you reveiwed
Melvin: I understand that you would like reinstall Office for Mac 2011. I will be glad to assist you with appropriate support options.
Rini Das: Yes -- we need to install it and get a product key. after using your FAQ instructions, it still did not work. So we called your customer care. We have been on hold waiting to get an agent for last 20 minutes. This is ridiculous. Can you provide product key
Melvin: May I know how did you obtain this product? Examples: Pre-installed on my computer, downloaded it from an online store, purchased as a CD copy, subscription, etc.
Rini Das: we need you to send the activation key to a new email address and not the one on file because that email does not exist any more
Rini Das: It was installed on a mac and it was uninstalled as I sold that macbook. I am trying to install on another mac I have.
Rini Das: It was purchased at a store.
Rini Das: hello -- you there?
Melvin: For this particular concern, I request you to please contact stores for further assistance.
Melvin: You may contact Microsoft Store by calling at 877 MY MS STORE (696-7786). They are available Monday - Friday 5 AM - 10 PM and Saturday - Sunday 5 AM - 5 PM Pacific Time.
Melvin: Click here to see their full contact information.
Melvin: They are the best equipped to address your concern.
Melvin: Do you need any further help with other customer service questions?
Rini Das: no -- this is not a store problem. I have no idea what you are talking about. It was purchased at Staples
Rini Das: which planet do you consider when a customer says store, you have MS Store coming up in your knowledge base???
Melvin: I would request you to contact our Product Key Replacement team at (800) 642-7676. They are available Monday through Friday 5:00 A.M. to 9:00 P.M. Pacific Time and Saturday - Sunday 6 A.M. to 3 P.M. Pacific Time.
Rini Das: is this is the correct number for MS Office?
Rini Das: the one you gave
Melvin: Yes, it the correct.
Rini Das: your website gave another number, hence asking...
Rini Das: how long is the wait time on number there?
Rini Das: the number the website gave -- we have been on hold now for 33 minutes
Rini Das: are you sure the hold time in your contact center for the number you gave is not this ridiculously long?
Melvin: I am sorry for the inconvenience caused to you.
Rini Das: why can't you solve the same problem on chat while you are here?
Melvin: I would like to inform you that as I am not technically trained on this, I request you to contact the above referred team, as they are best equipped to address.
Rini Das: why can't you solve the same problem on chat while you are here? …
Rini Das: Melvin – where did you go? Did you just terminate the chat??? … Dude where are you?

Aaron: Good post. I think if Melvin had learned to play our game we would have better outcome. Readers -- see transcript of real chat below. Do not be a Melvin -- play our game. http://www.mypakragames.com/unbundle_me --------------------------------------------------------- Please wait for an agent to respond. You are currently '1' in the queue. Privacy Statement You are now chatting with 'Melvin'. Melvin: Welcome to Microsoft Customer Service Chat, Rini. Please give me a moment to review your question. Is that okay? Rini Das: sure Melvin: Thank you for wating. Rini Das: are you there??? Melvin: Yes, I am online. Rini Das: how many concurrent sessions are your running? Pay attention here .. have you reveiwed Melvin: I understand that you would like reinstall Office for Mac 2011. I will be glad to assist you with appropriate support options. Rini Das: Yes -- we need to install it and get a product key. after using your FAQ instructions, it still did not work. So we called your customer care. We have been on hold waiting to get an agent for last 20 minutes. This is ridiculous. Can you provide product key Melvin: May I know how did you obtain this product? Examples: Pre-installed on my computer, downloaded it from an online store, purchased as a CD copy, subscription, etc. Rini Das: we need you to send the activation key to a new email address and not the one on file because that email does not exist any more Rini Das: It was installed on a mac and it was uninstalled as I sold that macbook. I am trying to install on another mac I have. Rini Das: It was purchased at a store. Rini Das: hello -- you there? Melvin: For this particular concern, I request you to please contact stores for further assistance. Melvin: You may contact Microsoft Store by calling at 877 MY MS STORE (696-7786). They are available Monday - Friday 5 AM - 10 PM and Saturday - Sunday 5 AM - 5 PM Pacific Time. Melvin: Click here to see their full contact information. Melvin: They are the best equipped to address your concern. Melvin: Do you need any further help with other customer service questions? Rini Das: no -- this is not a store problem. I have no idea what you are talking about. It was purchased at Staples Rini Das: which planet do you consider when a customer says store, you have MS Store coming up in your knowledge base??? Melvin: I would request you to contact our Product Key Replacement team at (800) 642-7676. They are available Monday through Friday 5:00 A.M. to 9:00 P.M. Pacific Time and Saturday - Sunday 6 A.M. to 3 P.M. Pacific Time. Rini Das: is this is the correct number for MS Office? Rini Das: the one you gave Melvin: Yes, it the correct. Rini Das: your website gave another number, hence asking... Rini Das: how long is the wait time on number there? Rini Das: the number the website gave -- we have been on hold now for 33 minutes Rini Das: are you sure the hold time in your contact center for the number you gave is not this ridiculously long? Melvin: I am sorry for the inconvenience caused to you. Rini Das: why can't you solve the same problem on chat while you are here? Melvin: I would like to inform you that as I am not technically trained on this, I request you to contact the above referred team, as they are best equipped to address. Rini Das: why can't you solve the same problem on chat while you are here? … Rini Das: Melvin – where did you go? Did you just terminate the chat??? … Dude where are you?
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