Just how difficult can Microsoft make the giving away of a freebie?

! Warning: this post hasn't been updated in over three years and so may contain out of date information.

Prior to the start of ReMix this year, Microsoft made a big thing of how attendees would get a year’s Microsoft Expression Professional Subscription free (normal price £670). So just how difficult do you think Microsoft can make giving away that freebie? This difficult:

  • Just before the event, they announce that we won’t actually get anything at the event, instead we’ll have to fill out a form and it’ll be posted to us.
  • Day 1 of the event and I ask about the form. “That’ll be available tomorrow sir”. Lucky I’m attending both days then…
  • Day 2 of the event: AM. On arrival, I’m presented with a flimsy piece of paper that I have to fill out with my details. I head upstairs, grab a coffee, find a seat and fill out the form. I then head back down to hand it in. “Oh no sir; the forms cannot be handed in until this afternoon”.
  • Day 2 of the event PM. Head back down after lunch and hand in my now somewhat scrumpled form. How long will it take to send the subscription through? “Up to 28 days sir”. Well clearly Microsoft are just covering themselves. A data entry clerk will be able to process the forms in a few days and I should have the software within a week…
  • One week later: nothing.
  • Two weeks later: nothing.
  • One month later: Wednesday : I get an email with instructions on how to access my subscription online. So I guess I don’t get any DVDs then. I dutifully visit the website, enter the details and get told the details are invalid. I try a few more times. Still invalid.
  • I wait until after lunch, and it still doesn’t work. So I track down a customer help number, phone up and explain the problem. The polite lady on the other end – Annette Schulz – taps away on her system, sounds a little puzzled, but assures me it ought to be sorted that afternoon and that she’ll email me when it is.
  • The next day I hear nothing.
  • Friday: I receive an email from Annette apologising as apparently my subscription hasn’t been put on the system still and so it won’t be fixed until the next week.
  • Monday: nothing. I take a look on the ReMix “back network”. Other folk have complained that their subscriptions haven’t arrived yet or that they too have experienced the same glitch as me. So a week of our year’s subscription has expired and we haven’t been able to use it yet. Perhaps tomorrow…

The classic phrase “cannot organise a piss up in a brewery” comes to mind here. Given the millions of licences and subscriptions Microsoft process, just how difficult can this be? Those Adobe Flash and Flex tools sure do look tempting at this point!

UPDATE: Well it took a further week, but Microsoft did finally manage to fix my subscription (along with those  of many others that attended ReMix, who also had the same problem). Of course that wasn’t the end of the saga. The download links on the Expression site do not work with Firefox. They also do not work with IE tab on Firefox. They also do not work with IE, until you have installed a download application. Oh dear. Oh well, I guess that if one is to mess something up, one might as well make a thorough job of it…

2 thoughts on “Just how difficult can Microsoft make the giving away of a freebie?

  1. All good fun eh? I haven’t even had an e-mail, it’s great, the promise of £600 worth of software made the idea of paying over £300 to attend seem like good value, should have known it was too good to be true…

  2. I had a very similar experience. I got the email, but my registration details failed when I tried to input them into the website. I was told that it would take 24 hours for the system to get updated. Well, OK, why not wait 24 hours before sending out the emails?? 24 hours later, I try again. It still doesn’t work. I complain again. I get another email saying that the feed is taking longer than expected. It’s now six days later and my subscription still isn’t available to download. It doesn’t compare very well with last year’s MIX when we got a nice boxed DVD on the day AND t-shirts.

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