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Visitor 1

Microsoft Support - what support?

Apparently Microsoft has decided to throw all the smaller system builders under the bus and not support them any more.  Zero help on the phone, no way to get support online, phone reps hang up repeatedly on us, no more dedicated account reps, no way to create a trouble ticket, this is the thanks we get after selling Microsoft products for the last 30 years.   I guess when you get to a certain market share you don't have to care any more.  

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Visitor 1

The problem is that so called "support" has been outsourced to an appalling organisation that seems to have no authority to actually provide any actionable help. I'm looking at you, Concentrix!

Visitor 1

We are a partner member. Apparently that means we get no support of any kind.  We have two new copies of Microsoft Office 2019 Small Business Edition that are incorrectly registered to users and all we are trying to do is get them deactivated so we can use them.  Multiple calls to support have not helped.  I don't even know if there is a way to do what we are asking or if I'm just out the $500.00 these cost me.  

Microsoft

@RJM_pc So this is Office 2019 Home & Business (There is no "Small Business" SKU afaik, so this is the closest match), so you have a product key on a product key card or boxed product?

Product key-based install can not be deactivated, but you can reinstall using the key on a different PC (You have to activate via Phone though): See https://support.microsoft.com/en-us/office/activate-office-using-the-activation-wizard-1144e0de-e849-496e-8e33-ed6fb1b34202?ui=en-US&rs=en-US&ad=US#bkmk_reinstall 

 

If it is Office 365 Home & Business, respectively Microsoft 365 Home & Business - or if the Product Key was added to a personal account - then you need access to the user account where this license is linked to, there is no way use the license without this account. Those kind of licenses do not allow centralized license management for organizations since they personal licenses. For organizations I would rather recommend to go for M365 Business Premium, where licenses can be reassigned in the Admin portal - and you would work with organization accounts that can also be controlled. 

 

In order to raise tickets Online you can use https://support.microsoft.com/en-us/home/contact?ContactUsExperienceEntryPointAssetId=5bd38f38-db92-448b-a982-ad170b1e187e or support.microsoft.com/contactus   

Kind regards,
Janosch
Get consultations form Technical Presales & Deployment services team via https://aka.ms/technicalservices
Microsoft

@RJMpc1 : Thank you for providing this feedback, I'm very sorry for this experience. Can you give more details on what kind of support you were asking for and for which products/services do you want to open a support ticket? And can you provide more info if you are Network member with Action Pack or Partner on Gold or Silver membership level? 

It is true that dedicated account representatives are only provided to a smaller number of Partners, this has not changed through out the last years. While Phone availability is limited depending on the support option, there are various option to raise tickets online, maybe we can help identifying the right place for you to raise an issue or provide specific answers directly in this forum.

 

 

 

Kind regards,
Janosch
Get consultations form Technical Presales & Deployment services team via https://aka.ms/technicalservices