I bought a brand new Inspiron and ordered Microsoft Office 2016 Home & Student. I had the same problem and spent 15 HOURS ON THE PHONE WITH DELL SUPPORT!! They finally had me get on the phone with Microsoft while they listened in....can you believe it? The bottom line is that someone used my Microsoft account with a different key. What is really happening that Dell does not want you to know is that SOMEONE STOLE THE PRODUCT KEYS & hacked Microsoft accounts!
They told me that I would have to wait until they worked out the problem with Microsoft but couldn't tell me how long.
I finally told them NO, that I wanted a refund on my account and I would go purchase my own Office. Then I have had to spend an additional 3 hours on the phone with them to get the "authorization" for that. They even screwed that up the first time & didn't send me the label for the return.
This is definitely not the same Dell that I loved years ago!
Just went through the same motions. If this is a known issue and has been going on for nearly a month, it needs to be resolved ASAP. Let's get with the program Dell AND Microsoft and quit pointing fingers. All you are doing is frustrating customers, wasting our time and <ADMIN NOTE: Profanity removed as per TOU> us off. I too, have wasted well over 3 hours working with Microsoft and Dell to resolve this issue. And don't even get me started on the stupid new method of embedding Windows keys into the motherboard. What a disaster this is for IT pros. Oh the hours we've wasted on this problem as well. We've had to have perfectly good motherboards replaced by Dell because the Win 8/8.1 wouldn't activate. I'm thinking Microsoft needs to fire their licensing executives and start over.
I've been dealing with this problem for 2 weeks now.
...Office 2016 associated with a "Dummy" account..., figured that out on MS Tech support in about 30 minutes. I informed Dell Tech support and was promised it will be handled by a Resolution Specialist...
That was 11 days ago.
Today I find this forum and learn that it is a known problem!!!
Same problem in New Zealand. Microsoft told me my Activation key was already associated with a different Microsoft account. Dell left me guessing about the solution and said I would hear from Microsoft within 48 hours. But have heard nothing for 5 days. About to involve NZ consumer about customer rights. At the moment I am calling it theft of my Activation code, and fraud by dell taking my money and selling on a bogus Microsoft product. If it were a high street purchase I could demand a refund. Dealing with an on line black hole is a different story.
I've called Dell. It's a microsoft account problem.
I've talked to 3 (yes, 3) inside Dell people. SMB reps, to software specialists, to enterprise specialists. No one knows what's going on. No one can help.
I've emailed dell. I've asked for calls. I've had promises of emailed solution, I've had promises of calls back.
Here's the part where I give up after 7 hours of this. The short and long of it, is Dell *** us all. Don't buy software from them:
"Office isn’t associated with this account.
•If you’ve already activated Office, sign out and then sign in with the Microsoft account you used to activate Office. •If you have Office but haven’t activated it, you can use your product key to activate. Activate Office now •If you don’t have Office, you can buy it in the Office store
8:14 pm
Me I have signed in with a Microsoft account, by the way
8:14 pm
Luisa A Hey there. So you are having issues with Office 365?
8:15 pm
Me when I push activate, it just brings my back to typing in the key in an infe loop
8:15 pm
Me Office 2016 pro
8:15 pm
Luisa A What version of Windows are you using?
8:18 pm
Me the BROWSER I'm using is IE11
8:19 pm
Me the os is irrelevant, but its windows 10 pro
8:19 pm
Me brand new
8:19 pm
Luisa A Are we going to install Office on this machine?
8:20 pm
Me I'd love to!
8:20 pm
Luisa A Great. Before we start the remote session, please save and close any confidential files that are currently open, and let me know if you are ready.
8:22 pm
Me I'm ready, baby
8:23 pm
Luisa A Let me just prepare my remote session tool here.
8:26 pm
Luisa A Click the link >> support.microsoft.com/help Click "I ACCEPT", enter code (160209), then "CONNECT TO TECHNICIAN", and RUN the file.
8:32 pm
Me running
8:33 pm
Luisa A I now have a clear view of your screen. Thank you very much for your patience.
8:37 pm
Luisa A Let me check your Microsoft Account here.
8:38 pm
Luisa A Give me some time. Hang on please.
8:38 pm
Luisa A Do you have other Microsoft Account?
8:40 pm
Me No. feel free to make one, if you want
8:40 pm
Luisa A It seemed like it is associated with another Microsoft Account?
8:40 pm
Luisa A Hang on. Let me check.
8:40 pm
Luisa A Thank you for patiently waiting.
8:51 pm
Me your welcome
8:52 pm
Luisa A Your @gmail address do not have Office 365 subscription. Is this the same email that you used to purchase Office subscription?
8:52 pm
Me I used no email when I purchased Office 2016 through Dell, nor does Dell have any record of an associated email address
8:53 pm
Me they brought me here
8:53 pm
Me why does this have to be so hard?
8:54 pm
Me why can't I just use the key I bought after getting a free software download like all other software?
8:54 pm
Me I can't even download 2016, much less use my key
8:54 pm
Me this is my 6th hour of tech support
8:56 pm
Me wil I have to try for 6 hours to download and install the next Microsoft product I buy?
8:56 pm
Luisa A Accept my sincere apology for this inconvenience.
8:56 pm
Luisa A Let me take control of your machine for the meantime.
8:57 pm
Luisa A Sign-in using your Microsoft Account email.
9:01 pm
Me any old sign in? or a super secret special one?
9:02 pm
Luisa A Use you Microsoft Account associated with your Office subscription.
9:02 pm
Me this is a brand new purchase
9:03 pm
Me how I know what is or is not associated?
9:03 pm
Luisa A Office 365 subscription is embedded on a Microsoft Account.
9:04 pm
Luisa A Let me check your PC.
9:04 pm
Luisa A Is this your Office suite that you are using?
9:05 pm
Me No. That is me attempting to find a real installation for 2016.
9:06 pm
Me Go ahead and uninstall it. since it is 2013
9:06 pm
Luisa A Okay. Have you used any email on your office 2013?
9:07 pm
Me I don't have office 2013
9:07 pm
Me ever
9:07 pm
Me i wanted to do a NORAML install of 2016, but all i found was 2013
9:07 pm
Luisa A Upon checking here you do have Office 2013. Would you like to uninstall it?
9:09 pm
Me yes
9:09 pm
Me Here are some credentials for a brand-new Microsoft account that has never been used with any office ever.
9:16 pm
Me knock yourself out
9:16 pm
Luisa A We are not using the correct Microsoft Account with Office on it. Here is the thing, you do have Office 2016 but we need the email associated with it. if you did purchase is on Dell, please contact them. Our Office subscription is embedded on a Microsoft Account. While contacting them, I will check your account here again.
9:19 pm
Me I did check with them. They say it is a Microsoft problem
9:19 pm
Me after all, it is a MICROSOFT ACCOUNT that we need right?
9:20 pm
Me so go find the account associated with YOUR company
9:20 pm
Luisa A You are using a MICROSOFT PRODUCT but you bought it on Dell and they do associated an email on your Office because on our records here, there is no Office subscription on the email that you are using.
9:23 pm
Luisa A You can see it on the result.
9:23 pm
Me so what email do I use?
9:23 pm
Me alldid was buy it
9:24 pm
Me i gave them $, they gave me a product key
9:24 pm
Luisa A We do not have any records here. Let me just do something about this.
9:24 pm
Luisa A Hang on.
9:24 pm
Me just like every other sotware out there
9:24 pm
Luisa A You can check this page.
9:26 pm
Luisa A This is how you will install Office.
9:27 pm
Me I've been at this for 7 . I've seen that page
9:27 pm
Me follow directions
9:27 pm
Me they'l lead you in a loop
9:27 pm
Luisa A As you can see we need to go to MYACCOUNT PAGE.
9:27 pm
Me ok. Click on it. See what happens
9:27 pm
Luisa A if you will use the right email associated with your Office, you will see INSTALL option there.
9:28 pm
Me how do I know what the right email is that is associated?
9:28 pm
Luisa A If you are not using the right email associated with your Office, you will see VISIT STORE
9:28 pm
Luisa A You will know it from where you bought it. Example, we are assisting customers to purchase Office, we are associating their Microsoft Account on their Office subscription. i already checked your @gmail accountand there is no Office associated on it.
9:30 pm
Luisa A This is the result : No subscriptions found for this Microsoft Account
9:31 pm
Me From where I bought it? You mean dell?
9:31 pm
Me They don't know
9:31 pm
Me Did Dell just take my money and *** me?
9:31 pm
Luisa A Yes. They should know. Before they will process a sale for Office 365 subscription, they need your Microsoft Account email and they have to associate it with it.
9:32 pm
Luisa A Because when installing and uninstalling Office subscription, all you need is your Microsoft Account.
I'm having exactly the same issue. But I called the following UK number: 0800 028 2660 - which is free, entered my 11 digit express service code which you can find in Dell Help & Support on your PC, and got through quite quickly to a helpful chap who claims it is a Microsoft problem but he'll email them immediately and they should be able to fix it "within 48 hours". Dell confirmed it was a common problem which Microsoft are aware of and trying to fix.
I am having the same issue. 3 representatives have talked to me I am in hold for 30 minutes now. Time to see if I can find out who is managing this whole thing. Very upset about this, I need office or this new PC is worthless.
This is a Dell disaster! Exactly the same problem for me. Eventually it was resolved by Microsoft but it took a week of wasted effort by me and Dell were useless. They offered me a derisory £30 as compensation. I've bought many Dells in the past and they were always a great company - not any more - somethings gone seriously wrong. Here below is a copy of my email documenting what happened to me:
PROBLEM FINALLY RESOLVED BUT PROPOSED COMPENSATION IS DERISORY
As you know, I have finally managed to load Microsoft Office on my new Dell PC. But it has taken me a week to reach this point and as a result of Dell’s apparent inability to deal with this problem I have wasted a great deal of time and effort. For the record, my experience subsequent to my earlier email below was as follows:
I spoke again to Nikhil and his manager Ilyas who said they would arrange for me to get a new copy of Office with a new Product Key and passed me to Customer Support who promised to call me back but never did.
I was contacted by you, however, and after several email exchanges you eventually supplied me with a new Product Key; unfortunately, it didn’t work!
Meanwhile, Microsoft had emailed me independently with alternative instructions for activating Office. With considerable difficulty, I was finally able to execute these and my new PC is finally up and running.
Once again, I should stress that I am not blaming you or any of your colleagues personally. It is clear that the problem lies with Dell’s systems and processes which just do not appear to work, and with an apparent inability for Dell to coordinate effectively with Microsoft.
In view of this extremely frustrating experience I’m afraid I regard Dell’s offer of a £30 refund to be frankly, derisory. I was expecting compensation of an order of magnitude more. I invite you to reconsider.
Yours,
PREVIOUS EMAIL:
MAJOR PROBLEMS WITH DELL
Thanks for your email below. As you know, I am seriously annoyed with my recent Dell PC purchase experience. I’m replying with a copy to everyone involved, including your UK CEO, to set on record this experience in the hope that the problem will be resolved speedily as you promise. Please understand that I am not blaming you personally or your colleague Chethan TG. You were both polite and apparently worked hard to try and resolve my problem. Rather, there seems to be a serious flaw in Dell’s sales and delivery process which is clearly not fit for purpose and has caused me considerable grief. This, in summary, is my experience:
I ordered a Dell XPS 13 9350 on November 20, together with Microsoft Office Home and Business 2016.
I took delivery on Monday, November 30
I followed the Dell instructions for setting up the PC, which were not very good, and discovered Office was not loaded
I tried to activate Office by entering the Product Key on the small booklet Dell provided – it didn’t work
I contacted Chethan by phone who said the problem lay with Microsoft and he would contact them to resolve it – I subsequently learned via the Dell community that this is indeed a common problem which many customers have experienced.
Chethan followed up with an email, attached, documenting our exchange and including various the emails above
Chethan then sent me an email, also attached, advising me to contact Microsoft directly in the US on a 1-800 number
This surprised me, not least because I suspect I the call was expensive, but I called the number nevertheless and had a long conversation with a lady called Smita who advised me that the Product Key was invalid, the problem was nothing to do with Microsoft, and I would need to revert to Dell
So I called Dell again and reached you and we had a lengthy exchange during which you chatted online with Mary C from Microsoft via my PC (she thought I was you) and again failed to resolve the issue. The problem seemed to revolve around email addresses, an issue I fail to understand
I now await your call as described in your email and I hope sincerely that we can solve this issue once and for all and I can get on with my life!
What particularly annoys me about this experience is Dell’s attempt to pass the problem on to Microsoft. Dell sold me Office and Dell is therefore responsible for ensuring that Office is delivered to me and works on the Dell PC. No ifs and buts!
As I explained to you, I have been a loyal Dell customer for many years and must have bought about 10 PCs for me and my family in the past. Clearly something has gone badly wrong with the company. I expect substantial financial compensation for this fiasco and failing that I wish to return the goods with a full refund.
I called Dell Technical Support UK and gave my service tag and express service code. I was put through to a very helpful lady who took down my issue and my details and said she would need to contact Microsoft about the issue and get back to me in a few days.
It was more than a few days (more like 2 weeks) but she did call me back with a new product key and waited on the phone with me until office 2016 was installed and running on my laptop.
so there is hope, I think you just need to speak to the right person!
I wish it were as easy for me. I have the same problem but spent a long time on the phone with a tech who was not able to install Office. He has passed me to a "higher authority" who is supposed to respond within 72 (!!!!) hours - it's been about 30 so far. This is a problem that was created at Dell. It is beyond frustrating to me to have to wait so long for a solution to a problem they created. Apparently,my only other option (aside for buying a second copy of Office) is to return the whole computer within 5 days of receiving. I am so annoyed I may just do that. I consider this terrible customer support. Knowing that the problem has been around for at least two months makes it even worse.
After spending over 20 hours on the phone about the original issue, I finally demanded that they give me a credit for Office and told them that I would go buy my own. I have now spent about eight hours arguing with them because although they authorized the return and told me they would give me a credit, guess what?! They acknowledged receipt of my returned product over two weeks ago and still have not credited my account! They actually have the nerve to send me an email telling me that my issue was resolved! This is definitely not the Dell that I used to buy from. I'm not sure what to tell you because I'm afraid if you return your computer, you will have the same problem also.
I had same issue with XPS 13 laptop and Office Home and Student 2016. Got both 6 days ago, Tried to install Office last night but got same result as others - the product key was associated with a Microsoft account (something like gf*****@outlook.com) that was unknown to me, and Office would not install without me logging in as this bogus person, which I could not do even if I wanted to. I read these posts and similar ones on Microsoft's web site, took deep breath, and called Dell support.
Told her key was associated with bogus email but she persisted down her own path, asking me many times about this email. Didn't believe it was not me? She took control of my computer and repeated what I did. When she saw problem, she suggested she create another MS account and associate key to it. She didn't sound sure she could. No, I said I wanted my own MS account used rather than have yet another account. Then she contacted MS support and had on-screen chat I could follow. MS rep was happy to reregister key to my MS account and I did not have to supply my PW to anyone. I think it helped that call to MS was from Dell support. Don't think I could convince MS support to reregister to another account on my own.
So after 1 1/2 hrs. on phone, many language problems, pitches to buy software warranty and some anti-virus (even though I told her I get McAfee free from my ISP), Office is installed and associated with my own MS account. BTW, Dell said it was MS's fault, what else?
Exactly the same thing with me. My product key was registered to some weird *******@outlook.com account. You'd have thought Dell would have got this sorted by now.
GerryDanen
1 Rookie
•
6 Posts
0
November 14th, 2015 10:00
I called 1-800-387-5752
Anonymous User
2 Posts
1
November 18th, 2015 13:00
I bought a brand new Inspiron and ordered Microsoft Office 2016 Home & Student. I had the same problem and spent 15 HOURS ON THE PHONE WITH DELL SUPPORT!! They finally had me get on the phone with Microsoft while they listened in....can you believe it? The bottom line is that someone used my Microsoft account with a different key. What is really happening that Dell does not want you to know is that SOMEONE STOLE THE PRODUCT KEYS & hacked Microsoft accounts!
They told me that I would have to wait until they worked out the problem with Microsoft but couldn't tell me how long.
I finally told them NO, that I wanted a refund on my account and I would go purchase my own Office. Then I have had to spend an additional 3 hours on the phone with them to get the "authorization" for that. They even screwed that up the first time & didn't send me the label for the return.
This is definitely not the same Dell that I loved years ago!
harisn9000
2 Posts
1
November 19th, 2015 23:00
Just went through the same motions. If this is a known issue and has been going on for nearly a month, it needs to be resolved ASAP. Let's get with the program Dell AND Microsoft and quit pointing fingers. All you are doing is frustrating customers, wasting our time and <ADMIN NOTE: Profanity removed as per TOU> us off. I too, have wasted well over 3 hours working with Microsoft and Dell to resolve this issue. And don't even get me started on the stupid new method of embedding Windows keys into the motherboard. What a disaster this is for IT pros. Oh the hours we've wasted on this problem as well. We've had to have perfectly good motherboards replaced by Dell because the Win 8/8.1 wouldn't activate. I'm thinking Microsoft needs to fire their licensing executives and start over.
WLower
1 Message
1
November 23rd, 2015 11:00
I've been dealing with this problem for 2 weeks now.
...Office 2016 associated with a "Dummy" account..., figured that out on MS Tech support in about 30 minutes. I informed Dell Tech support and was promised it will be handled by a Resolution Specialist...
That was 11 days ago.
Today I find this forum and learn that it is a known problem!!!
Dell... You have $@#WED the POOCH on this one!
Nolandy
1 Message
1
November 23rd, 2015 13:00
Same problem in New Zealand. Microsoft told me my Activation key was already associated with a different Microsoft account. Dell left me guessing about the solution and said I would hear from Microsoft within 48 hours. But have heard nothing for 5 days. About to involve NZ consumer about customer rights. At the moment I am calling it theft of my Activation code, and fraud by dell taking my money and selling on a bogus Microsoft product. If it were a high street purchase I could demand a refund. Dealing with an on line black hole is a different story.
Please_Allow_An
1 Message
2
November 30th, 2015 18:00
I've called Microsoft. It's a dell problem.
I've called Dell. It's a microsoft account problem.
I've talked to 3 (yes, 3) inside Dell people. SMB reps, to software specialists, to enterprise specialists. No one knows what's going on. No one can help.
I've emailed dell. I've asked for calls. I've had promises of emailed solution, I've had promises of calls back.
Here's the part where I give up after 7 hours of this. The short and long of it, is Dell *** us all. Don't buy software from them:
"Office isn’t associated with this account.
•If you’ve already activated Office, sign out and then sign in with the Microsoft account you used to activate Office.
•If you have Office but haven’t activated it, you can use your product key to activate. Activate Office now
•If you don’t have Office, you can buy it in the Office store
8:14 pm
Me
I have signed in with a Microsoft account, by the way
8:14 pm
Luisa A
Hey there. So you are having issues with Office 365?
8:15 pm
Me
when I push activate, it just brings my back to typing in the key in an infe loop
8:15 pm
Me
Office 2016 pro
8:15 pm
Luisa A
What version of Windows are you using?
8:18 pm
Me
the BROWSER I'm using is IE11
8:19 pm
Me
the os is irrelevant, but its windows 10 pro
8:19 pm
Me
brand new
8:19 pm
Luisa A
Are we going to install Office on this machine?
8:20 pm
Me
I'd love to!
8:20 pm
Luisa A
Great. Before we start the remote session, please save and close any confidential files that are currently open, and let me know if you are ready.
8:22 pm
Me
I'm ready, baby
8:23 pm
Luisa A
Let me just prepare my remote session tool here.
8:26 pm
Luisa A
Click the link >> support.microsoft.com/help Click "I ACCEPT", enter code (160209), then "CONNECT TO TECHNICIAN", and RUN the file.
8:32 pm
Me
running
8:33 pm
Luisa A
I now have a clear view of your screen. Thank you very much for your patience.
8:37 pm
Luisa A
Let me check your Microsoft Account here.
8:38 pm
Luisa A
Give me some time. Hang on please.
8:38 pm
Luisa A
Do you have other Microsoft Account?
8:40 pm
Me
No. feel free to make one, if you want
8:40 pm
Luisa A
It seemed like it is associated with another Microsoft Account?
8:40 pm
Luisa A
Hang on. Let me check.
8:40 pm
Luisa A
Thank you for patiently waiting.
8:51 pm
Me
your welcome
8:52 pm
Luisa A
Your @gmail address do not have Office 365 subscription. Is this the same email that you used to purchase Office subscription?
8:52 pm
Me
I used no email when I purchased Office 2016 through Dell, nor does Dell have any record of an associated email address
8:53 pm
Me
they brought me here
8:53 pm
Me
why does this have to be so hard?
8:54 pm
Me
why can't I just use the key I bought after getting a free software download like all other software?
8:54 pm
Me
I can't even download 2016, much less use my key
8:54 pm
Me
this is my 6th hour of tech support
8:56 pm
Me
wil I have to try for 6 hours to download and install the next Microsoft product I buy?
8:56 pm
Luisa A
Accept my sincere apology for this inconvenience.
8:56 pm
Luisa A
Let me take control of your machine for the meantime.
8:57 pm
Luisa A
Sign-in using your Microsoft Account email.
9:01 pm
Me
any old sign in? or a super secret special one?
9:02 pm
Luisa A
Use you Microsoft Account associated with your Office subscription.
9:02 pm
Me
this is a brand new purchase
9:03 pm
Me
how I know what is or is not associated?
9:03 pm
Luisa A
Office 365 subscription is embedded on a Microsoft Account.
9:04 pm
Luisa A
Let me check your PC.
9:04 pm
Luisa A
Is this your Office suite that you are using?
9:05 pm
Me
No. That is me attempting to find a real installation for 2016.
9:06 pm
Me
Go ahead and uninstall it. since it is 2013
9:06 pm
Luisa A
Okay. Have you used any email on your office 2013?
9:07 pm
Me
I don't have office 2013
9:07 pm
Me
ever
9:07 pm
Me
i wanted to do a NORAML install of 2016, but all i found was 2013
9:07 pm
Luisa A
Upon checking here you do have Office 2013. Would you like to uninstall it?
9:09 pm
Me
yes
9:09 pm
Me
Here are some credentials for a brand-new Microsoft account that has never been used with any office ever.
9:16 pm
Me
knock yourself out
9:16 pm
Luisa A
We are not using the correct Microsoft Account with Office on it. Here is the thing, you do have Office 2016 but we need the email associated with it. if you did purchase is on Dell, please contact them. Our Office subscription is embedded on a Microsoft Account. While contacting them, I will check your account here again.
9:19 pm
Me
I did check with them. They say it is a Microsoft problem
9:19 pm
Me
after all, it is a MICROSOFT ACCOUNT that we need right?
9:20 pm
Me
so go find the account associated with YOUR company
9:20 pm
Luisa A
You are using a MICROSOFT PRODUCT but you bought it on Dell and they do associated an email on your Office because on our records here, there is no Office subscription on the email that you are using.
9:23 pm
Luisa A
You can see it on the result.
9:23 pm
Me
so what email do I use?
9:23 pm
Me
alldid was buy it
9:24 pm
Me
i gave them $, they gave me a product key
9:24 pm
Luisa A
We do not have any records here. Let me just do something about this.
9:24 pm
Luisa A
Hang on.
9:24 pm
Me
just like every other sotware out there
9:24 pm
Luisa A
You can check this page.
9:26 pm
Luisa A
This is how you will install Office.
9:27 pm
Me
I've been at this for 7 . I've seen that page
9:27 pm
Me
follow directions
9:27 pm
Me
they'l lead you in a loop
9:27 pm
Luisa A
As you can see we need to go to MYACCOUNT PAGE.
9:27 pm
Me
ok. Click on it. See what happens
9:27 pm
Luisa A
if you will use the right email associated with your Office, you will see INSTALL option there.
9:28 pm
Me
how do I know what the right email is that is associated?
9:28 pm
Luisa A
If you are not using the right email associated with your Office, you will see VISIT STORE
9:28 pm
Luisa A
You will know it from where you bought it. Example, we are assisting customers to purchase Office, we are associating their Microsoft Account on their Office subscription. i already checked your @gmail accountand there is no Office associated on it.
9:30 pm
Luisa A
This is the result :
No subscriptions found for this Microsoft Account
9:31 pm
Me
From where I bought it? You mean dell?
9:31 pm
Me
They don't know
9:31 pm
Me
Did Dell just take my money and *** me?
9:31 pm
Luisa A
Yes. They should know. Before they will process a sale for Office 365 subscription, they need your Microsoft Account email and they have to associate it with it.
9:32 pm
Luisa A
Because when installing and uninstalling Office subscription, all you need is your Microsoft Account.
9:32 pm"
Nick Collin
4 Posts
2
December 1st, 2015 03:00
I'm having exactly the same issue. But I called the following UK number: 0800 028 2660 - which is free, entered my 11 digit express service code which you can find in Dell Help & Support on your PC, and got through quite quickly to a helpful chap who claims it is a Microsoft problem but he'll email them immediately and they should be able to fix it "within 48 hours". Dell confirmed it was a common problem which Microsoft are aware of and trying to fix.
Hope this helps, Nick
william41
1 Message
0
December 4th, 2015 06:00
I am having the exact same issue with my new Inspiron 5000 series 5568.
Just received and Microsoft Office 2016 Home & Student can not be downloaded.
Microsoft wants my account number but when given does not recognize the Dell product key, because I did not buy it with my Microsoft account number.
or Microsoft is asking me to set by providing a one time use number that Dell has not identified on the Dell product key tag.
Can't believe that Dell and Microsoft can't get this figured out!
Really stinks.
griff32
2 Posts
0
December 8th, 2015 11:00
I am having the same issue. 3 representatives have talked to me I am in hold for 30 minutes now. Time to see if I can find out who is managing this whole thing. Very upset about this, I need office or this new PC is worthless.
Nick Collin
4 Posts
0
December 9th, 2015 03:00
This is a Dell disaster! Exactly the same problem for me. Eventually it was resolved by Microsoft but it took a week of wasted effort by me and Dell were useless. They offered me a derisory £30 as compensation. I've bought many Dells in the past and they were always a great company - not any more - somethings gone seriously wrong. Here below is a copy of my email documenting what happened to me:
PROBLEM FINALLY RESOLVED BUT PROPOSED COMPENSATION IS DERISORY
As you know, I have finally managed to load Microsoft Office on my new Dell PC. But it has taken me a week to reach this point and as a result of Dell’s apparent inability to deal with this problem I have wasted a great deal of time and effort. For the record, my experience subsequent to my earlier email below was as follows:
I spoke again to Nikhil and his manager Ilyas who said they would arrange for me to get a new copy of Office with a new Product Key and passed me to Customer Support who promised to call me back but never did.
I was contacted by you, however, and after several email exchanges you eventually supplied me with a new Product Key; unfortunately, it didn’t work!
Meanwhile, Microsoft had emailed me independently with alternative instructions for activating Office. With considerable difficulty, I was finally able to execute these and my new PC is finally up and running.
Once again, I should stress that I am not blaming you or any of your colleagues personally. It is clear that the problem lies with Dell’s systems and processes which just do not appear to work, and with an apparent inability for Dell to coordinate effectively with Microsoft.
In view of this extremely frustrating experience I’m afraid I regard Dell’s offer of a £30 refund to be frankly, derisory. I was expecting compensation of an order of magnitude more. I invite you to reconsider.
Yours,
PREVIOUS EMAIL:
MAJOR PROBLEMS WITH DELL
Thanks for your email below. As you know, I am seriously annoyed with my recent Dell PC purchase experience. I’m replying with a copy to everyone involved, including your UK CEO, to set on record this experience in the hope that the problem will be resolved speedily as you promise. Please understand that I am not blaming you personally or your colleague Chethan TG. You were both polite and apparently worked hard to try and resolve my problem. Rather, there seems to be a serious flaw in Dell’s sales and delivery process which is clearly not fit for purpose and has caused me considerable grief. This, in summary, is my experience:
I ordered a Dell XPS 13 9350 on November 20, together with Microsoft Office Home and Business 2016.
I took delivery on Monday, November 30
I followed the Dell instructions for setting up the PC, which were not very good, and discovered Office was not loaded
I tried to activate Office by entering the Product Key on the small booklet Dell provided – it didn’t work
I contacted Chethan by phone who said the problem lay with Microsoft and he would contact them to resolve it – I subsequently learned via the Dell community that this is indeed a common problem which many customers have experienced.
Chethan followed up with an email, attached, documenting our exchange and including various the emails above
Chethan then sent me an email, also attached, advising me to contact Microsoft directly in the US on a 1-800 number
This surprised me, not least because I suspect I the call was expensive, but I called the number nevertheless and had a long conversation with a lady called Smita who advised me that the Product Key was invalid, the problem was nothing to do with Microsoft, and I would need to revert to Dell
So I called Dell again and reached you and we had a lengthy exchange during which you chatted online with Mary C from Microsoft via my PC (she thought I was you) and again failed to resolve the issue. The problem seemed to revolve around email addresses, an issue I fail to understand
I now await your call as described in your email and I hope sincerely that we can solve this issue once and for all and I can get on with my life!
What particularly annoys me about this experience is Dell’s attempt to pass the problem on to Microsoft. Dell sold me Office and Dell is therefore responsible for ensuring that Office is delivered to me and works on the Dell PC. No ifs and buts!
As I explained to you, I have been a loyal Dell customer for many years and must have bought about 10 PCs for me and my family in the past. Clearly something has gone badly wrong with the company. I expect substantial financial compensation for this fiasco and failing that I wish to return the goods with a full refund.
emilyfinn
5 Posts
0
December 11th, 2015 07:00
I finally have this issue sorted!
I called Dell Technical Support UK and gave my service tag and express service code. I was put through to a very helpful lady who took down my issue and my details and said she would need to contact Microsoft about the issue and get back to me in a few days.
It was more than a few days (more like 2 weeks) but she did call me back with a new product key and waited on the phone with me until office 2016 was installed and running on my laptop.
so there is hope, I think you just need to speak to the right person!
Sh4000
1 Message
0
December 15th, 2015 12:00
Anonymous User
2 Posts
0
December 15th, 2015 14:00
After spending over 20 hours on the phone about the original issue, I finally demanded that they give me a credit for Office and told them that I would go buy my own. I have now spent about eight hours arguing with them because although they authorized the return and told me they would give me a credit, guess what?! They acknowledged receipt of my returned product over two weeks ago and still have not credited my account! They actually have the nerve to send me an email telling me that my issue was resolved! This is definitely not the Dell that I used to buy from. I'm not sure what to tell you because I'm afraid if you return your computer, you will have the same problem also.
sparklepup
1 Message
0
December 17th, 2015 08:00
I had same issue with XPS 13 laptop and Office Home and Student 2016. Got both 6 days ago, Tried to install Office last night but got same result as others - the product key was associated with a Microsoft account (something like gf*****@outlook.com) that was unknown to me, and Office would not install without me logging in as this bogus person, which I could not do even if I wanted to. I read these posts and similar ones on Microsoft's web site, took deep breath, and called Dell support.
Told her key was associated with bogus email but she persisted down her own path, asking me many times about this email. Didn't believe it was not me? She took control of my computer and repeated what I did. When she saw problem, she suggested she create another MS account and associate key to it. She didn't sound sure she could. No, I said I wanted my own MS account used rather than have yet another account. Then she contacted MS support and had on-screen chat I could follow. MS rep was happy to reregister key to my MS account and I did not have to supply my PW to anyone. I think it helped that call to MS was from Dell support. Don't think I could convince MS support to reregister to another account on my own.
So after 1 1/2 hrs. on phone, many language problems, pitches to buy software warranty and some anti-virus (even though I told her I get McAfee free from my ISP), Office is installed and associated with my own MS account. BTW, Dell said it was MS's fault, what else?
Nick Collin
4 Posts
0
December 18th, 2015 02:00
Exactly the same thing with me. My product key was registered to some weird *******@outlook.com account. You'd have thought Dell would have got this sorted by now.