The Common Man Responds Back

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

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