Get help with product key errors on replace.me – Microsoft Support

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

I purchased this product in The software came with a 3 User License. In the 7 years that I have owned it I have installed it on 2 home computers but have also had to reinstall it on 2 occasions when replacing retired computers with new.

Each time a computer was retired I uninstalled it from the old computer and installed it onto the new. Again, this week I installed Office on a new replacement computer, spent hours downloading updates and when I attempted to use the product I was prompted to activate. During the activation process I received a Invalid Product Key message. I contacted Microsoft. The support analyst said the Key was no longer valid because it had been installed to many times.

I have to admit that it has been installed more that 3 times but it has never been actively installed on more than 2 computers at one time. The support analyst also proceeded to lecture me that the product is \”old, outdated, and the new Office is much better\”.

I thought I was contacting support not sales! As a 30 year IT professional now retired I am well aware of the advantages of new technology but have neither the need or the funds to purchase an upgrade. I would simply like to continue to use the product that I paid for. The support analyst also forwarded my call to someone else but he had the same story line, too many installs and need to buy new. Does anyone know how to register a formal complaint with Microsoft? Right not I feel like Microsoft has breached my License agreement because they have no process in place to truly control and account for concurrent installations.

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Go back to Microsoft. They have the ability to deactivate the old installations, just as they are doing to you right now. Not sure where you live but I live in the UK. I would send then a \’letter before claim\’ and if I did not get an adequate response I would issue a claim in the small claims court.

Was this reply helpful? Yes No. Sorry this didn\’t help. Thanks for your feedback. I have never until yesterday been led to believe that I was the problem, I had done something wrong when contacting technical support. It was a one way scripted response to my issue. I don\’t know if a letter is the resolve as I have a distinct opinion that I will be ignored. I certainly don\’t want to have to go through the pains of having to file a small claims case. All I want is for Microsoft to resolve this problem.

Office is installed on the computer that I am typing on right now. Office is installed on the new computer that I commissioned over this past weekend but was unable to activate. I would hope that Microsoft could provide a MAC address for any offending PC that uses the Key but according to support that is not possible so to simply say \”it has been installed too many times\” is completely unreasonable.

When Microsoft abandoned the transfer of software from old computer to new in Windows 10 they recommended the purchase of LapLink to perform the process. However, LapLink also indicates that the product key for software may be needed for activation on the new computer which could result in the same invalid Product Key issue.

You did not indicate that you were on Windows You may already know and have used it but just in case you are not aware there is a \’Contact Support\’ App on Windows 10, which can easily be accessed by typing \’Contact Support\’ in the search box.

If this information was of no use to you, it may be of interest to others. Re: the Letter Before Claim\’ here in the UK it a device that may be used to force people to take the matter of complaint seriously. The reason being is that it costs very little to serve the claim and costs the defendant a lot of money in legal fees to defend, where as the claimant, as a Litigant in Person cost very little as even if the claim is lost the defendant cannot claim for expenses.

Cash always concentrates the mind. I read both of your replies. I when through the \”Contact Support\” process and it said that the Product Key has been blocked and cited link for assistance to resolve the problem. I also read through the case in the UK. As you pointed out it was handled in a very different manner. I could relate to the user that indicated that they had \”spoken to someone whose English isn\’t great\”. Will try one of the number later today and update this thread but would rather correspond via email or chat so that I have an electronic copy of the conversation.

I did get into a chat session due to Contact Support not being able to resolve the problem. The chat Agent looked up the Product and said \”I have checked with the product key which is of Office Professional Plus and this key is blocked due to pirated reason as the activation limit has been exceeded. It means that you have been sold a product key that was specifically issued [to an organization that subscribed to a special Microsoft development program] with the constraint that it was not for resale.

Not sure if that is correct or not but the agent told me to submit a CFR report. I assume I will get something back but really not sure at this point??????????

What the agent told you sound correct. It is a common occurrence. You have done well for it to last so long. Not sure what a CFR Form is?

It is a Counterfeit Report Form. I was told by the online chat agent that I would be contacted as soon as I completed the form but that did materialize. It may help you but you do understand that Microsoft is in no way liable when you have purchased a licence from a third party. Please let me know how you get on. That\’s my issue with completing the CFR. I don\’t believe it is counterfeit. The product I purchased in was a complete, unsealed, retail package.

I am a member of the MSDN and have been offered products but have never taken advantage of it. The chat agent said it was a MSDN \”Product Key\”, which would require a download to install, but what I received was not just a \”Product Key\” but a complete retail package.

What I want to believe is what I was told initially, that it has been installed too many times but that their is no accountability for concurrent installs and that no violation on my part has been committed.

I also received 3 different answers from 3 different agents as to what the problem is. Microsoft needs a process to account for uninstalls as well as installs. However, as we all know their are times when uninstalls are not possible due to hardware failures. At this point I guess I have gotten my monies worth through the years for Office but it\’s the hours of updates to the 7 year old product that had too be installed only to then be notified of the issue.

Choose where you want to search below Search Search the Community. Search the community and support articles Install, upgrade and activate Microsoft and Office Search Community member. I have the same question 3. Report abuse. Details required :. Cancel Submit. Previous Next. Hi SC Go back to Microsoft. How satisfied are you with this reply? Thanks for your feedback, it helps us improve the site. In reply to RonBarker\’s post on September 11, Hi Ron, Thanks for your reply and suggestion!

Not sure how to resolve but I do know that I have not breached. In reply to SC\’s post on September 11, David You did not indicate that you were on Windows PS: have a look at this thread re similar problem with Office licence but dealt with in a completely different way and attitude: How do I contact Microsoft UK to find out if my Office purchase was a scam?

Ron, I want to thank you for your assistance. Thanks again for your assistance! Ron, It is a Counterfeit Report Form.

 
 

 

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