I spent basically another full day trying to get back into the information age.
Here's our story so far: A mild-mannered businessperson has problems with her laptop, which she is unable to fix, despite spending hours -- days in fact -- on reinstalls and support. Desperate to restore productivity, she simply goes out and buys a new notebook PC, and pays for shrink-wrapped XP Pro, in order to qualify for support for the inevitable future software problems which will be encountered. Said PC comes pre-installed with the 60 day trial version of Office 2003. But she is still happy with her old Office 2002, so installs that. Is unable to remove the trial version of 2003. Experiences software conflicts. Cannot type a memo or send e-mail. Spends the morning on the phone with HP support, who is unable to fix the problem and recommends starting over with the recovery disk. Uses the recovery disk, which does not solve the problem. Tries downloading the free trial again, hoping to install, and then successfully uninstall it. Does not work. Decides the solution may be to just go BUY Office 2003, and drives to Staples to get it. Attempts to install new software according to instructions, but continues to receive irritating error message from Windows Installer about missing cab file. Our story resumes...
Okay, so I then went to the Microsoft Office support site, which
says I get two free support calls with a new purchase. But when I
call, the nice lady spends easily 10 minutes with me attemtping to
verify the source of my software. She indicates the source of the
software is Brazil.
(Yeah ... so... do I care where they stamp these things?)
She
cannot support software bought in Brazil. She asks me to read the
micro-print on the actual CD. Another 10 minutes on hold, and when
she returns, tells me that they will provide me with a GRACE CALL.
Note that the Microsoft Office web site indicates a generous TWO free support calls will be provided if you paid for the software.
(Apparently not entitled to a legitimate support call, despite having purchased apparently legitimate software with the hologram sticker and everything. And in Toronto, just for the record.)
Puts me on hold for the grace support call and tells me the queue is about 20 minutes.
While I am waiting, I decide I may have better luck finding the solution on line, through the mercies of some big-hearted programmer on a blog. Indeed, it seems that lots
of other people are near suicide due to the same issue, with the same
missing file -- C:ProgramFiles\OfficeUpdate11\Cabs\511735\
Still on hold...
Nice lady from India introduces herself, and we
go through the problem again. (Despite having listened to first
person type the whole thing in. That's CRM for you)
We had to once again work through several of the solutions that I had already tried, but I have learned that there is no point arguing, you must simply suspend judgement and go along. In the end, the Windows installer de-bugger thingy seems to have worked.
Meanwhile, the new Office 2003 software booklet makes it quite clear what the rules are:
To help reduce software piracy, Office 2003 uses the product activation system, which allows your copy of Office to be installed on only one computer.
So I guess the real piracy problem is that I might install this software on my other laptop. Or my spouse's desktop. Funny, I thought the piracy problem was about people wholesale making and selling fake stuff. And despite being accused of buying software "from Brazil", my new Office 2003 wanted to be activated before it would run.
I have a few problems, and so do you.
Even if you spend about
$1000 on new software -- XP Pro SP2, and Office 2003, even if you've
been a loyal spender in the past, you are really not worthy. If the
product does not work, you may or may not be able to even talk to
someone without spending more money. Of course, if the quality
problems were not so pervasive, no one would need to phone for
support.
There is something rather miserly about all this.
Mr. Gates
gets a lot of press these days for his charitable good works. But what
about all of us customers -- we could use some charity and goodwill
too. After all, every adult with a computer is pretty much a customer,
Mr. G. How about spending a hundred million or so on improved
quality?
And how about allowing families with multiple PCs get a license for the whole household?
The absence of meaningful competition has truly created some strange behavior here.
Okay, I'm hoping to move to new topics here tomorrow, God willing.
