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Josie: Hello, thank you for visiting Microsoft Store web site. My name is Josie. How may I help you today?
You: hi can you help me check why does my product code "xxxxxxxx" not work for microsoft office '13 ? thanks
Josie: sorry to hear that your product key is not working.
Josie: dont worry I'd will help you fix the issue.
Josie: but before we proceed may I have your name & email address please?
You: xxxxxxx
You: Your Order and Billing Information: Order Number: xxxxx
Josie: thanks xxxxx.
Josie: let me pull up your order first
Josie: Please give me 2 to 3 minutes while I search for the order.
You: sure
Josie: thanks
Josie: Thank you for patiently waiting. I was able to locate your order.
Josie: For verification, may I have your phone number and last 4 digits of the credit card used on the order?
You: phone number xxxx
You: last 4 digit should be xxx
Josie: thanks for verifying xxx.
Josie: your order is Office Professional 2013
Josie: are you going to use this software for business matters?
You: No.
You: Personal and family use.
Josie: I see.
Josie: you mentioned earlier that the product key is not working.
You: yes.
Josie: the reason is this is not a valid product key
Josie: we are aware of this issue , there had been an error on the system
Josie: we apologize for any inconvenience
You: so what can i do now?
Josie: we will have this refunded
Josie: to return your money within 5-7 business days
Josie: to your account
Josie: the product key was already blocked on the order made for office professional 2013 in only
SG$5.00
Josie: that time the software is not yet deemed to be release
Josie: *released
Josie: in Singapore
Josie: as you can also see the price is only $5.00
Josie: so customers had a purchased many of this software
Josie: but were unable to install the software
Josie: because it was not a valid Product key
You: Now the software has been released why can't we get our keys? And we did not request for a
refund so why are our keys blocked and our money refunded?
Josie: you should be paying the correct price of the software if you wanted a product key
Josie: and its for the price of SG$509.99
You: how are we not paying the correct price of the software if it states $5.00 on the MICROSOFT STORE during the time of purchase?
Josie: that was not the release date when you purchase it last Jan 04, 2013
Josie: & the price was incorrect as well
You: There was no indication that the software was not released nor any price error at the time of purchase!
Josie: we do understand concern that there was no indication
Josie: however if you would analize a software on a price of only SG$5.00
Josie: that is so cheap
Josie: not even a quarter of the the correct price
You: So how does that warrant a cancellation of the product keys purchased?
You: There have been many sales online before.
Josie: the system had automatically blocked it
Josie: a perpertual license would not cost for SG$5.00 only
You: And so why is there quite a number of people who managed to actually get they keys to work?
Josie: that is not true
Josie: we would escalate this issue
Josie: to our higher level of support
Josie: to address this issue
Josie: do you have any other concerns?
You: this issue has happened for so long why are you only escalating this issue to higher level now? Can i be sure that microsoft will treat this issue fairly? It is not our mistake that you guys sell your software for $5.
Josie: by the way, you will be receiving a single use coupon for up to $25 off your next purchase
from Microsoft online store
Josie: To use your coupon, please visit Microsoft Store Singapore , shop for the items you want, and, at check out, type the code< %PROMO_CODE%> in the Promo Code box. The value of your coupon will be applied at checkout, before you complete your purchase
Josie: we do understand you comments
Josie: this will be escalated since the refund was not completely credited to you from the purchase date
Josie: & so that the coupon be processed for the inconvenience that caused you
Josie: we apologize for all the inconvenience
Josie: do you have any other concerns?
You: No thanks for your help and I understand your difficulty but Microsoft has lost any credibility it has left.
