Rant - Microsoft call centre!

[DavePa]

We've renewed our OVS/ES agreement with Microsoft and have the new licence added on the VLSC. As we are currently using Windows 8.1 I decided that I would be the guinea pig and go with a manual installation on Win 10 enterprise on my laptop. A couple of days later I need to activate it so go back to the VLSC only to find the following...

 

 

I call the freephone number listed for the UK and eventually get through only to be asked to stop using the speakerphone and to use the handset instead - I was already using the handset but the person at the other end of the phone could not understand me and hung up on me. 2nd attempt managed to get through to somebody that could hear me and although there was a bit of a language barrier all went well until he asked me which version of Windows I needed a key for:

 

Me: Windows 10 Enterprise (which is quite clearly listed on the VLSC)

Agent: Is it 2015 or LTSB?

M: Not LTSB, it just says Windows 10 Enterprise

A: Does it say 2015 or LTSB?

M: Neither - just Windows 10 Enterprise

A: Can you describe it?

M: (resisting obvious jokes and assuming he means to read the description as given in the 'description column) *starts to read description*

A: But is it 2015 or LTSB?

M: (Getting fed up by now) Can I just have both?

A: I need to know if it is 2015 or LTSB

M: Neither - I have some options that are both but this one is just listed as Windows 10 enterprise without 2015 or LTSB

A: On your agreement number you have LTSB and 2015, which one is it?

M: Neither - do you want to open a remote session so you can see what I am looking at?

A: I'll put you through to the Enterprise team, they will help you

 

I then get put through to somebody else I had a hard time understanding (and quite possibly he was having a hard time understanding me as well) who asked for my number and offered to call me back. Gave him the number (3 times) and he read it back to me correctly. 30 minutes later I'm still waiting for the call and still don't have a bl**dy key!

 

I could use the LTSB version - the key for that is listed on the VLSC - or one of the other versions but having gone with enterprise versions of 7 and 8.1 I wanted to stick with it this time around.

 

Is dealing with Microsoft always this frustrating?

 

Any hints or tips?

[localzuk]

OVS/ES doesn't cover Windows 10 Enterprise. It covers the following:

 

Pro

Enterprise LTSB

Education

and the soon to exist Education Pro.

 

They removed Enterprise from the entitlement when Win 10 came out.

 

My suggestion - email them.

[DJ-1701]

Is dealing with Microsoft always this frustrating?

 

Yes... at least for me and getting anywhere with licensing.

 

Any hints or tips?

 

I've only had luck when calling this number (08009179016), there were a couple suggested.

 

Or e-mail [email protected] from your e-mail address registered with VLSC and ask that way, they will require your agreement number. Note: When I have tried this, it took them a week to complete, phone call was much quicker.

[DavePa]

OVS/ES doesn't cover Windows 10 Enterprise. It covers the following:

 

Pro

Enterprise LTSB

Education

and the soon to exist Education Pro.

 

They removed Enterprise from the entitlement when Win 10 came out.

 

My suggestion - email them.

 

Ah, I never realised it wasn't included - although it is odd that it lists as available. I guess that explains his repeatedly asking if it was 2015 or LTSB (he may have been asking if it was 2015 LTSB, I was having difficulty understanding).

[DavePa]

...I've only had luck when calling this number (08009179016), there were a couple suggested.

 

Or e-mail [email protected] from your e-mail address registered with VLSC and ask that way, they will require your agreement number. Note: When I have tried this, it took them a week to complete, phone call was much quicker.

 

I'll call them in the morning, thanks

[pete]

OVS/ES doesn't cover Windows 10 Enterprise. It covers the following:

 

They removed Enterprise from the entitlement when Win 10 came out.

 

That's not entirely clear. The July and August 2016 versions of the Product Terms document (https://www.microsoft.com/en-us/licensing/product-licensing/products.aspx) says:

 

4.9.2 Rights to Windows 10 Enterprise or Windows 10 Education Edition

Academic Institutions with Software Assurance for Windows Enterprise or Windows Education have rights to install and use Windows 10 Enterprise or Windows 10 Education.

 

 

Which implies schools with Software Assurance (included with EES) can use Enterprise, otherwise they'd have put "LTSB" in there.

 

Previous (August 2015, for example) versions of the doc have precluded Enterprise:

 

 

4.9.2 Rights to Windows 10 Education Edition

Academic Institutions with Software Assurance for Windows Enterprise or Windows Education have rights to install and use Windows 10 Education. Academic Institutions do not have rights to install Windows 10 Enterprise Current Branch for Business.

 

So whatever Microsoft's intent, the terms of use says "Schools can use Enterprise" and I have Enterprise KMS keys available against my EES agreement started in July.

Edited August 3, 2016 by pete

[Arthur]

They removed Enterprise from the entitlement when Win 10 came out.

MS have since added Enterprise back (as @pete mentioned).

[ChrisH]

I've just gone two rounds with the call centre on this exact issue. What was the best way to resolve it and I am assuming from the comments that we are entitled to Enterprise as stated or am I going to have to enter the education key, which it says is an "upgrade".

[angrycomputingteacher]

I've only contacted MS Support with help on Office 365. The livechat was fairly useful.

[pete]

I've just gone two rounds with the call centre on this exact issue. What was the best way to resolve it and I am assuming from the comments that we are entitled to Enterprise as stated or am I going to have to enter the education key, which it says is an "upgrade".

 

Play support agent roulette until you find a competent one, unfortunately. I suspect there's N+1 call centres and some of them don't have updated version of the MS guidance.

[ChrisH]

Okay thanks I finally got it done, it took me seven attempts though... For anyone else attempting this clear your schedule and have some stress toys on standby.