Susan from Microsoft Provides More of a Runaround Response

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.