Follow-up with Microsoft Executives and Board

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