Cancel MS Office 365

Question

I purchased a subscription to MS Office 365 through Dell in January of 2016. I never downloaded or used it as I heard that it was a subpar program. I was automatically billed by Dell through my Paypal account. The invoice that came to my email was from Dell. The billing name in Paypal was Dell. I do not have this service through Microsoft. I called Dell and was told that they can't help me cancel or provide a refund. They told me to call Microsoft, who could not find me by name, address, phone number. I called Dell back and asked what I was supposed to give Microsoft so that they could identify me and cancel the service. They could not give me a straight answer and talked in circles.

I talked to 4 people at Dell, including a supervisor, but was still told that they can't help me and to call Microsoft. Again, Microsoft told me they couldn't help and to call Dell. The following day, I called Dell again and tried talking to someone else (Ruben?). He did try to help me, but was unable to - he was told by the credit department that they could not help me. He called Microsoft for me and put me in touch with someone that we thought may be able to help. No such luck.

Microsoft walked me through signing into my Microsoft account, and sure enough, the Office365 service was not listed among the services that I have through Microsoft. This is Dell's responsibility and they refuse to take step-up. I do not want this service, I do not use it, and now I will never buy another Dell computer (7 to date) or recommend them to friends and family. Yet, I will continue to be billed BY DELL for Office365 on an annual basis. Very sad Dell, you used to be a wonderful company. Your customer service is awful!

This should NOT be a difficult process as it is very straight forward. A reseller of a product, whether it is a brick and mortar or Internet store, is where you return items and services for a refund. This should not be any different.

I want this subscription canceled and this year's renewal fee of $74.19, including tax, refunded in full. I would like a phone number stateside to call when I have an issue. I do not want to speak to someone in another country regarding an issue with an American company. They do not understand us, we cannot understand them, and they do not have the authority to make any decisions or take action. What is the point of having "Customer Care" when they do not care?

beamermt79 · Accepted Answer

Hello!  You might want to try Unresolved Issues located here.  As for a US number there isn't one.

rockincat68 · Accepted Answer

I think that, at some, point, I went directly to the Microsoft website itself, as I also have a Microsoft account. I believe, if memory serves me correctly, that it also reflected my Microsoft Office subscription through Dell. Try checking at Microsoft's website; maybe your subscription is still there (despite Dell's SNAFU on their end). If it's not there, you'll have the option of purchasing a new subscription (outright, or in installments, I believe), or purchasing the software (not sure if they sell hard copies anymore, so, don't quote me on the latter). I hope this helps.

SandraDee1961 · Accepted Answer

Part of the problem was that the subscription was purchased through Dell, not Microsoft.  Microsoft had nothing on me or my subscription.  I had to fight to cancel the subscription by registering a complaint with the Better Business Bureau and the *** Generals Office.  It took them weeks to figure out what to do and probably cost them 10x more to 'handle' it than to simply cancel it.  Lesson learned, always purchase direct and not through a retailer.  I will never buy Dell again after this experience.

SandraDee1961 · Answer

Hi, thank you.  I do not have a Support Request Number, that I know of.  I have a Customer Number Order Number, and Dell Purchase ID.  Where would the SRN come from?

Dell-Sahana R · Answer

Greetings SandraDee1961,

Thanks for reaching out. We regret the overall experience. Softwares are sold under “No returns Policy”. I’m afraid we wouldn’t be able to raise a refund request. Please refer to this link http://dell.to/2iowDZU for more details.

SandraDee1961 · Answer

I would at least like a cancellation. The original email confirmation of my order states:

"You may cancel auto-renewal at any time by using the “Manage My Subscription” option in the Dell Digital Locker My Locker ."

I've been to My Locker and do not see a way to cancel it.

Dell-Sahana R · Answer

Greetings SandraDee1961,

Thanks for reaching out. The message states about the cancellation of auto-renewal. As you have purchased a subscription to MS Office 365, the subscription will auto renew after 365 days. Only if you wish to cancel the subscription for the following year, you would get an option to cancel the renewal.

Unfortunately, we do not have an option to cancel software purchases.

SandraDee1961 · Answer

That doesn't make sense.  Why would the email from Dell say that I can cancel the subscription in My Locker using the Manage My Subscriptions option when there isn't such an option?  It did renew, and I don't want it.  Are you saying that I have to wait until next year before it renews again to be able to cancel it?  I will never by form Dell again, this has become such a ridiculous experience.  I have purchased 7 computers from them over the years and the next one will not be from Dell.

Dell-Sahana R · Answer

Greetings SandraDee1961,

Sorry to hear that. Please private message the order number and the registered name on the account. Let me check for further options.

You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

rockincat68 · Answer

I wish that Dell's customer service reps had a better grasp of understanding your dilemma. Of course, their website is for the birds; how ironic for a computer tech company. I, too, have a similar problem; wanting to cancel my automatic renewal. I searched high-and-low for the link, with no luck. FINALLY, today, I came across it. I hope that the link works for you: www.dell.com/.../19

mdkus · Answer

My problem is the opposite.  I had a Microsoft Office subscription for which I had auto renewal.  Last week I received an email that it would be automatically renewed.  Yesterday I received an email that it was cancelled at my request.  I did NOT cancel it.  I called Dell and was told that there was a 'glitch' so they could not renew my subscription.  So they cancelled it.  If I want Microsoft Office, I have to purchase a new subscription which costs more than renewing it.  I am very unhappy about this.  I think this is just one more way for a big, uncaring corporation to get more money out of me.  Would someone suggest alternatives please?  Could I purchase the software outright, rather than a subscription?

mdkus · Answer

Thank you for this information.  It does help.

Customer Care

Cancel MS Office 365

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