Microsoft is supplying me with conflicting information.

[techyguy717]

I will be working with computers from multiple OEMs with multiple versions of Office. I just had a very confusing Chat with Microsoft. Does anyone know what went wrong with this conversation? Also, could anyone provide me with the correct answer? I will highlight the important parts.

Dell Q and A: Q: Do I get Media (Discs) for Microsoft Office 2010?
A: Dell no longer ships hard media for Microsoft Office products with computers. If it becomes necessary to restore your computer to its original factory settings, you will need to download the Trial Version of Microsoft Office 2010 and activate it using the MPI card as instructed below.

I asked: How do I reinstall Office 2010 when it had been preinstalled by an OEM. Microsoft Phone support told me to contact the OEMs, but the OEM, Dell, told me to contact Microsoft.

Please wait for an agent to respond. You are currently '1' in the queue.
Privacy Statement
You are now chatting with 'Mimie'.
Mimie: Welcome to Microsoft Customer Service Chat, Anthony. Please give me a moment while I review your issue. Would that be okay?
Anthony: Yes
Mimie: Thank you for patiently waiting. I understand you need assistance in getting a replacement disc for your Microsoft software. May I ask what specific Microsoft Product is it?
Anthony: Im a technician working woth all OEMs
Mimie: Okay.
Anthony: HP, Dell, Asus, Acer, etc.
Anthony: I don't understand Microsoft's OEM policy when it comes to it's products purchesed from OEM's
Mimie: I mean, what specific Microsoft product you are in need for the replacement of installation disc?
Anthony: Office 2010
Anthony: Microsoft told me to reinstall Office 2010 purchased from an OEM, I would need to contact the OEM.
Anthony: Is this correct?
Mimie: Yes you need to contact the computer manufacturer once you have the OEM License for copy of Office 2010.
Anthony: Well this is what Dell told me
Anthony: It is possible the computer will not have Office 2010 Starter edition installed even though you have purchased an Office 2010 upgrade. In this case, it will be necessary to download and install the Office 2010 trial version and then activate the upgrade. Go to Microsoft Office and click the Download link at the bottom of the page. Enter your Product Key information as found on your MPI card and complete the form as indicated.
Anthony: Does this change your answer?
Anthony: The link took me here
Anthony: https://www20.downloadoffice2010.mi....aspx?ref=netbook&country_id=US&culture=en-US
Mimie: There is no available upgrade disc for Office 2010. Once you purchase Office 2010 it is the full version.
Mimie: All you need to do is use the installation disc and install the software.
Mimie: Since you purchase it, you have the installation disc, right?
Anthony: This is a Microsoft page. Why do I need to contact an OEM to bring me back to a Microsoft download page
Anthony: No my customers don't
Anthony: They bought it preinstalled
Mimie: If that is preinstalled, then OEM should provide them with the installation disc for Office 2010.
Anthony: No they wont
Mimie: Did they purchase it through Product Key Card?
Anthony: Dell pointed me here
Anthony: https://www20.downloadoffice2010.mi....aspx?ref=netbook&country_id=US&culture=en-US
Mimie: Do you have the product key with you?
Anthony: This is for multiple customers
Anthony: multiple OEMs
Anthony: Why did Dell point me to the Microsoft download page for Office 2010
Mimie: Then you should get in touch with OEM since the download link is not intended for multiple copies.
Anthony: What do you mean?
Anthony: Multiple copies?
Mimie: You can have it downloaded if Dell provided you with the product key.
Mimie: The product key that you will to be able to have it downloaded.
Mimie: You can only download it once on a single computer.
Mimie: Once you have it downloaded on once computer, you can no longer download another for an OEM license.
Anthony: I am a technician. I will have the product keys, when the customer provides them
Mimie: Please be guided that the product key located at the bottom of a laptop or desktop is not intended to be used for Office, it is for preinstalled Windows operating system.
Mimie: You need to contact OEM to get the key for the Office 2010 purchased from them if that was not given to the customer who purchase an OEM licensed Office 2010.
Anthony: Why was I told to contact the OEM, when the OEM told me to go to the Microsoft download page for Office 2010?
Mimie: Anthony, as I have mentioned a while ago, I am asking if you have a product key for a copy of Office 2010?
Anthony: I will have the keys. I was told by Microsoft that Microsoft does not provide the installation for OEM Office 2010. But the OEM's pointed me back to a Microsoft download page.
Mimie: So you're not the one who purchase it from Dell right? Please ask your customers to have the proof of purchase for the OEM to provide them with the product key and the installation disc for their software.
Anthony: Why did Microsoft tell me to contact the OEM's for installation. But Dell pointed me to Microsoft. https://www20.downloadoffice2010.mi....aspx?ref=netbook&country_id=US&culture=en-US
Mimie: I know that download site you are providing, hence, you need to have a product key to download a copy.
Anthony: I will have the keys, when I am with the customer.
Mimie: And you can only download an OEM license once.
Mimie: So may I know what seems to be the problem, Anthony?
Anthony: So that site WILL download OEM Office 2010?
Mimie: It will as long as you will have the valid product key for a specific Office 2010 suite.
Anthony: Well I just got off the phone with Microsoft and they said that I need to contact each OEM separately for the Office media, to reinstall if a computer crashes.
Mimie: Yes that is perfectly correct and true.
Mimie: That is why I am telling you eversince that you need to contact OEM.
Anthony: Thats not what you just told me
Mimie: Please read the chat transcript for you to have an overview.
Mimie: Would that be all for now?
Anthony: But I will have the product keys when they are needed, by the customer
Anthony: No, you havent answered my question
Mimie: Thank you for using Microsoft Customer Service Chat. Please feel free to chat with us again if you have any other customer service questions and we will be much willing to assist you. We are available 7 days a week, 24 hours a day. Have a great day.
Chat session has been terminated by the agent.

 

[Kitten Kong]

Jeepers, your being given some serious runaround here my friend.

I'll tell you what I know about ms 2010.

MS2010 is downloadable, and must be installed using a opk (OEM Preinstallation Kit). It can not be installed on a machine, that has come in for a reboot (N&P). It is only for use on computers which have been sold to that particular client, ie a new pc.

However, from the gist of the conversation you have had with Dell, and MS, if your client does require a n&p, and you have the product key (using either jellybean or other) key retrieval software, then ms, allows you to reinstall 2k10. But this is totally different from what I have posted, as you have to use the opk.

Please see here.. http://www.microsoft.com/oem/en/downloads/pages/office_2010_opk.aspx

The OEM Preinstallation Kit (OPK) for Office 2010 is a set of tools, documentation, and product files that assist licensed original equipment manufacturers (OEMs) in preloading Office 2010 and PC Essentials on new computers for distribution to end users. Preloading the Office 2010 image adds immediate value for your customers and also gives you the opportunity to sell Product Key Cards for full Office 2010 suites. Preloading the remainder of the PC Essentials components enhances the value of your PCs by providing world-class tools for email, instant messaging, photos, video, blogging, searching, and surfing the Web. ​​​​​​​​​​​​

I am away from my main machine at the moment, so am unable to sign into the M$ portal, but the link from this post, should take you to the downloads page, where you can sign in to gain access to the opk deployments methods.

 

[altrenda]

Does your customer have the MPI card? you need it to re install preloaded Office.

You can go to the link you were given, put in the key from the MPI card and download from there.

or go to the office 2010 demo page http://office.microsoft.com/en-us/try/ download it, then activate it with the key from the MPI Card.

Here is an annoying video that shows you how.
http://www.youtube.com/watch?v=gg1Y-2a13XY


if the client lost the MPI card, then they have to buy a new license.

 

[techyguy717]

Yes, the Product Keys will be backed up by me, (if needed) and labeled by machine. But this Chat session was confusing.

This implys to OEM purchased Office at time of computer sale.

Working with HP's, Asus, Acer, Dell, Etc. If a computer crashes, couldn't I just use the Download Office Backup Link provided by Microsoft? Microsoft tells me conflicting info. They say yes, I can use it, BUT I need to contact the OEM. What?!

I already know Volume Licences are a different story and these do not apply.

 

[altrenda]

Maybe I'm confused, but
You asked Dell for disks
Dell said they don't provide disks, download the trial version from Microsofs site and activate it to the registered version with the key Dell gave you.
"A: Dell no longer ships hard media for Microsoft Office products with computers. If it becomes necessary to restore your computer to its original factory settings, you will need to download the Trial Version of Microsoft Office 2010 and activate it using the MPI card as instructed below. "

Microsoft pretty much told you the same thing, but gave you an alternate way to download it using the key Dell gave you.

 

[pceinc]

I have an Office 2010 trial installer I downloaded from Microsoft's website. If a new PC I need to get Office on does not have the OPK version installed, I use the trial and enter the key from the product key card.
No need to split hairs about it.

 

[dipper]

I agree with some of the other replies.

Just download Ofice from the links provided and enter in the customers key.

It looks to me you are confusing things or trying to make them harder than what they are.

 

[techyguy717]

Microsoft told me that if Office 2010 came preinstalled on a computer, I would need to contact that OEM for the installer.

Microsoft said that their downloaded installer is not compatible with the OEMs Office product key. They said that the Microsoft Installer would reject the OEMs product key.

This is what Microsoft technical support told me on the phone.

Why does it seem like I am being given the run around? I know Dell allows the Microsoft installer to work with their preinstalled Office, but do others. i.e. HP, Asus, Acer, etc?

 

[NETWizz]

Okay this works the same for Volume Licencing Except there is a special Download Site and one Product Key to use multiple times... Here is how it works in your case.


1. The copy of Microsoft Office was directly sold by & is directly supported by Dell; NOT Microsoft. I.e. If a user has a problem with Microsoft Office, Microsoft will NOT provide any technical support instead referring that customer back to the OEM, Dell.

When you buy from Dell, they count the number of OEM licences they sold and have a back-end arrangement with Microsoft to send much of that money they collected from the customer to them for their software. It is as if Dell bought Volume Licencing and sub-leases it to their customers each with a sub-licence and own Product Key.

2. The OEM, Dell, IS responsible in general to provide media and administer the Product Keys. However, they could (if they wanted) host the Download of the Media on their own website OR just point you over to Microsoft's site. What they are doing is NOT providing media. Instead, they are selling you only a licence represented tangibly by this MPI card. <==This IS where you get the product key & the legal right to run that software.

3. To get the media, you go to Microsoft's site and provide the info from that MPI card (i.e. You type in that Product Key and click on "Download"). You run the installer & you enter the product key & activate etc.


That is it!

The customer is responsible to:

1. Provide you with the MPI card (Licence/Product Key).
-OR-
2. Contact the OEM whom they contracted with to support their Microsoft product, (i.e. Dell) and have Dell Service that licence. If the customer lost that MPI card, Dell (not Microsoft) should replace that card or lookup that product-key and shoot that customer an eMail with the same contents as an MPI card.

The email from would say:
1. Yes you are licences... Blah Blah Blah... Here is the Eula or link to the Licence.
2. Here is the Product Key to Activate that licence.
3. Go to <link at Microsoft> to download the Media.


The OEM (Dell) is responsible to:
1. The licence holder NOT a tech
2. Provide licence support and service (i.e. replace licences provide EULA)
3. Provide the customer with product support that Microsoft won't provide.

Microsoft is responsible to:
1. Directly to the OEM (i.e. Dell) NOT to its customers NOT to techs!
2. To service Dell's Re-Seller Account allowing Dell to sub-issue licences to customers on behalf of Microsoft.
3. To provide a Download site for customers (or Dell) to get their media
4. To provide the software and service the software itself.
5. To provide security updates for the software, etc.



You the Tech are responsible to:

1. Get that MPI card from the customer (NOT from an OEM) to verify the licence OR that email to verify the licence.

2. Download from that Microsoft site the correct Media the customer is authorized to run on his or her computer.

3. Use the customer's associated Product key that comes directly from that MPI card or email the customer provided you to install/configure the software.


You are NOT responsible to:
1. Contact Microsoft or Dell
2. Supply the licence or get service on that licence
3. Get a replacement MPI card or with with an OEM you didn't contract with. (i.e. Dell will NOT provide you someone else's MPI card).


The OEM is NOT responsible to:
1. Work with a tech
2. Provide any replacement licences to a tech
3. Patch the software
4. Provide any tech support on the software to a tech

Microsoft is NOT responsible to:
1. Provide any Tech support for OEM software provided by vendors like Dell/HP.
2. Provide any licencing service (i.e. MPI cards) or replacement Product Keys to customers directly (they have to go to the OEM for that).

 

[JRDtechnet]

http://www.mydigitallife.info/download-office-2010-official-direct-download-links/ There ya go.

 

[altrenda]

Excuse me, I've been sick with a fever the last couple days, so my mind is working funny.
But if this were a test from MS, like someone recently posted about, I would say we passed because no one suggested any illegal solutions.

 

[MotzTech]

I doubt it was a test, Microsoft has been known to test companies but since this is a public forum, they would have no recourse even if someone did suggest it. That being said, I highly doubt anyone would suggest anything illegal, it's not only against forum rules, but we all know better (I hope) then to be dealing with pirated software.