Mac Mojo: The Office for Mac Team Blog

UPDATE 4/2/08
All – thank you for your questions and for flagging your issues here. It really helps to give me specific information that I can bring back to our fulfillment team, whom we’ve had lots of conversations with over the last few weeks. I didn’t want to post an update until I had some real answers. While most people received their upgrades by March 14^th as I previously promised, there are still some of you that haven’t, and we’ve been working to track down exactly what the issues are. My apologies for not foreseeing this and for my miscommunication about *everybody* getting their upgrade by March 14^th – that obviously didn’t turn out to be the case. We pinpointed two factors that may have resulted in delayed approval or shipping of product to some customers. These customers are being processed as exceptions and I have some additional information here about what’s going on:

Some customers completed the online redemption form without submitting any proof of purchase. This has delayed approval of their rebate. If you are in this category, you should have received an email April 1^st reminding you to send in your proof of purchase and instructions on exactly what to send, and where to send it. Follow those instructions, and you will get your upgrade.
Some customers sent in their materials after being notified that proof of purchase was required to process their order. If you are in this category, when you track the status of your order it currently reads “Thank you for your order. Microsoft has received your order and it is being processed”. If you provided the materials as requested, you will receive your upgrade to Special Media Edition.

Timing: these exceptions should be fully processed and shipped by 4/30, and in most cases, sooner. Finally, if you don’t think you fit into either of the categories above or still have questions, please call our support team at 888-285-6247, Monday – Friday 8:00 am – 10:00 pm (EST). You can also send a mail to OfficeMacTG@one.microsoft.upgrade.com. They usually respond within 24 business hours. It’s important that you communicate directly with our support team so that they can troubleshoot any issues quickly, so rather than posting questions here, please do call or email them. However, when you do receive your product, feel free to post to the blog and let the community here know. Cheers, Sheridan
__________________________________________________________________________________

Previous Post:

Well, it was a pretty popular promotion, and we had a few fulfillment challenges along the way, but for those of you who have been waiting patiently (or even not-so-patiently

for your copy of Office 2008 for Mac, great news – all product has been shipped at last! By the end of this week, everyone who participated should have received their upgrade. If you haven’t received your copy by Friday, March 14th and you believe you met the requirements of the program, you should do the following:

Check the status of your redemption form at the following website: https://status.microsoft.upgrade.com/msstatus. You’ll need the Order Status ID code from the confirmation email you received. Can’t find it? E-mail officemacTG@one.microsoft.upgrade.com (but it will be quicker if you search your email for “Your Order Status ID Code” and supply it yourself.)
If the status is anything other than “Order Accepted”, “Shipped” or “In Process” and you just know you should be getting your upgrade, contact the Super Suite Deal support center by emailing officemacTG@one.microsoft.upgrade.com. They can help you identify any issues there might be with your redemption form so your order can be processed and shipped.

I want to thank everyone again for hanging in there while we got all the orders out the door. We had an amazing response to this promotion, but you’ve got to admit…it was a Super Suite Deal.

Cheers!

Sherjo

Posted by: Sheridan Jones in Announcements
Tags: Super Suite Deal

51 Comments

Comments | Who's Blogging This

[Justin]

Justin

Mar 12, 2008

9:43pm

Thanks

It was a pretty good deal and I for one am thankful. Even though it took a little bit longer than I would have liked, I'm now running Office 2008 and it was worth the wait. Thanks.

[susansusan]

susansusan

Mar 16, 2008

10:19pm

x platform usability

Can I reliably send '08 .ppt products to Windows .ppt '07 users (read "clients who pay my salary"?

[Mark9]

Mark9

Mar 20, 2008

9:56pm

No confirmation

I can't even check my status due to not receiving any e-mail with the status code ID. I actually sent in everything through snail mail right after I purchase Office 2004 in early January. I have been puzzled along the way as to why I haven't heard anything at all from them. Anybody else out there in this predicament?

[nbscmom]

nbscmom

Apr 01, 2008

3:03pm

Waiting, Waiting, Waiting

Sent in everything well before the deadline and still haven;t heard anything from Microsoft. I would just be happy with an acknowledgement that they have received my order and it is being processed.

[emaven]

emaven

Apr 01, 2008

3:03pm

I have not gotten mine

I have not gotten mine, nor have I received a confirmation email.

[Eric]

Eric

Mar 12, 2008

9:43pm

Got mine

Got mine last week. Looking good. And just in time for the update!

[usius, homo]

homo usius

Mar 12, 2008

9:43pm

yippee yeah

now the next milestone is to get the enterprise addition on the "Home Use" ordering website!

[Liu, M. J.]

M. J. Liu

Mar 12, 2008

9:43pm

Re: Super Suite Deal – Shipped! (Finally…)

hurrah ...

I'm expecting my copy... should be soon..

[Peter]

Peter

Mar 13, 2008

3:10pm

Got mine too!

It was a good deal! For me, it was worth getting up at 4:30AM to nab this deal. It was probably the best deal out of all the Holiday deals offered by all other companies combined.

[Anon]

Anon

Mar 14, 2008

9:48am

Re: Super Suite Deal – Shipped! (Finally…)

I haven't received mine yet, and am hoping the disc has been re-pressed in the interim with the updates installed. Any news on that?

Also, why did the first release come on a DVD when the actual installer could have fit on a CD?

[macmansc]

macmansc

Mar 14, 2008

9:48am

No shipping information

Well, I don't have any confirmation and my email number doesn't seem to work. I've contacted Microsoft, but no reply, yet.

[Zeller, Markus]

Markus Zeller

Mar 14, 2008

9:48am

Messenger:Mac

Sorry, to post it here, but I'd love that you read this:

Why is is contact list whited out?

Why is there NO filetransfer window?

Why are the nicknames not stored on the server? On Every machine i've got different contact names, that sucks!

Why can't it autoconnect without a popup?

Why doesn't it show the status before connection WITHOUT clicking any buttons?

Why doesn't it support the folder synchronisation?

Hey, the live messenger on Windows is a great product - don't blame yourself with the crappy Mac client... and please, no ADS in software - my screen is holy to MYSELF!

[Ljuvefreya]

Ljuvefreya

Mar 16, 2008

10:19pm

A happy Entourage comment / funky font issue / Release for Partner/Technet - please please comment? (with sugar on top)

Connecting to works Exchange 2007 Server (that I set up

) from home worked without a hitch, even though its protected by ISA 2006.

It did download my tasks, and my calendar. Entourage 2008 has been all bliss so far.
Wrote and worked with some documents in Word 2008, and its snappy, fast responsive and stable. I have not yet had time to play with Powerpoint and Excel, but Expression Media rocks my media

And its a TREMENDOUS boon that its localised in several more languages.

My biggest issue is that I seem to have developed a pretty mean font corruption. Has this been noticed by others? It seems either fonts are conflicting or something else happened. Is this a known problem? Going to get acracking on it.

Also, working for an MS CPLS and Gold partner, I would like to know if you plan to release Office 2008 for the partners in the partner program or at least a trial like you did with Office 2004. Your 2008 manual even discusses the trial. Gold Partner Licencing tells me you plan to release a trial "some time this year"?

But all in all, nice so far! I must admit I still use Apple Mail for my .Mac email and pop, but I now have Entourage on my autostart list as well

[Luis]

Luis

Mar 17, 2008

4:28pm

YAY!

OMG...I JUST GOT IT TODAY TOO 3/17/08. I am sooo excited!. I just installed it and now im downloading the Update for it. THANK YOU!

[tarjan]

tarjan

Mar 17, 2008

4:28pm

Thank you for your order. Microsoft has received your order and it is being processed.

Thank you for your order. Microsoft has received your order and it is being processed.

Why do I still see this, and when I call why do the reps tell me they have 50k+ more to go through?

[Andrew]

Andrew

Mar 18, 2008

8:32pm

Hmm...different story when I called

I just now called the number on the redemption form (before I saw this post) and they told me that they still had a large backlog and no record of my order and to call back in 2 weeks. I mailed mine in not realizing that you could do it all online and I haven't seen a confirmation email. I wonder what's going on...

[Andrew]

Andrew

Mar 18, 2008

8:32pm

Don't have mine...

Just called and was told that they still have 10,000 orders yet to be processed, including presumably mine. So why does this post say they have all been shipped?!

[Barry]

Barry

Mar 18, 2008

8:32pm

No email confirmation, no upgrade in the mail

Are you sure they all shipped?

[Bob]

Bob

Mar 18, 2008

8:32pm

Super Suite Deal

I processed my order at MACTOPIA on 27th Jan 08. I have emailed MS, and they inform me:
Thank you for your e-mail.

I apologize for the error you encountered while trying to check the status of your order. Your order is currently in "pending" status while we await the receipt and/or processing of your proof of purchase materials. If you have already sent the required materials, note that it can take up to 4 weeks to process them once received. Beyond 4 weeks, you may wish to check any tracking information that may be available for your shipment to us.

If you have not already mailed your proofs of purchase, you would have missed the February 14th postmark deadline for the Super Suite Deal. However, you might still wish to participate in a similar offer, the Office 2008 Technology Guarantee:

http://www.microsoft.com/mac/go/promotions/default.mspx

Thank you for contacting Microsoft.

Andrew
Microsoft Customer Service

Yet, the online response at MACTOPIA did not indicate anything else to submit when I processed online.

[macmansc]

macmansc

Mar 18, 2008

8:32pm

Online order fulfillment

I filled out my order online and I guess I missed the information about mailing the box top and receipt. While I thought it was strange that nothing was required, the confirmation email had no such info. When I checked my order it didn't say order would ship pending receipt of proof of purchase, etc. It just said it would ship. So I missed the super suite deal. I can still get the technology upgrade. Basically the online form was to fill out for credit card info and you still had to put it in the mail. Of course, had M$ shipped in a timely manner, I would have not missed the deadline for mailing my stuff in. Oh well, I've found NeoOffice & iWork to meet most of my needs.

[macmansc]

macmansc

Mar 19, 2008

8:42pm

Bob

Same answer for me. I guess I didn't read everything. How many other people missed that info? And why have online redemption when you have to mail in the other info, too.

[Boer, Richard de]

Richard de Boer

Mar 19, 2008

8:42pm

Extremely spupprised

I was extremely surprised by the new Powerpoint version. It's really cool and I definitely prefer it over 2007!

Keep up the good work over there!

[Gary]

Gary

Mar 19, 2008

8:42pm

I am in a similar situation

I actually sent in the box top and receipt and my order still shows pending. I got basically the same response from support, but still no sign of the order getting out of the "Pending" mode. I'm still hopeful, but if nothing works out, Office 2004 will have to do or maybe make the switch to iWork. That would be very annoying however....

[~Von]

~Von

Mar 20, 2008

9:56pm

Online Order placed 1/10 still pending

Every week that I check in on my order it still says, "Thank you for your order. Microsoft has received your order and it is being processed." That includes just now. Still trying to patiently wait... Oh, I did sent in the box top too.

[Anderson, Mister]

Mister Anderson

Mar 20, 2008

9:56pm

Still sitting on a bunch of orders from January???

I sent in my question to the email support box, because, like many people here, I have not gotten either an order confirmation or my box of software. I was told to check back in a couple of weeks, since they couldn't find my order in the database - but not to worry, there were still lots of orders yet to be entered in the system. I sent my receipt, box top, and form in mid-to-late January, but that would mean that there's at least a couple weeks of orders that have not been processed that were submitted prior to the Feb. deadline.

Can we at least get an update from the Microsoft team acknowledging that while perhaps all of the orders which had been entered into the system had been shipped; in reality, not all of the orders that were mailed into Buffalo by customers have been entered into the system yet -therefore all product for this promotion has not really been shipped...

[Mark9]

Mark9

Mar 24, 2008

2:14pm

Too much confusion, misinformation, and little support!

I agree with Andrew's post that it does seem strange that an announcement heralding the completion of shipping all of the product when, in fact, there are many, many people still without confirmation! I received an e-mail today stating "we are not currently showing an an order in our system under your name or address." I was invited to "contact us again periodically" to see if an order has been processed for me. And I spent a major part of yesterday dialing, re-dialing, and listening to the constant busy signal for the number that was supposed to check on my order's status. I never was able to get through. I wonder if there is anyone else out there in the exact situation as I am right now. I would love to hear from you.

[Andrew]

Andrew

Mar 20, 2008

9:56pm

Just to the order confirmation email

As a follow up to my earlier post, today I finally got a confirmation of my order. Not that it has been shipped, simply that it has been received and processed. I mailed my order in in January, and was starting to get worried that it got lost in the mail, so I was glad to see that it was finally processed. I still find this post strange since obviously even more than a week later it's not correct, there are still orders yet to be shipped.

[CJH]

CJH

Mar 24, 2008

2:14pm

Re: Super Suite Deal – Shipped! (Finally…)

I live in Japan and took part in the campaign... but got my copy (English language version) the day after it was released for general sale! Why has it take soooo long for the rest of the world to catch up?
PS: Love it!!!

[Customer, Another Annoyed Paying]

Another Annoyed Paying Customer

Mar 24, 2008

2:14pm

Re: Super Suite Deal – Shipped! (Finally…)

Incorrect and posted on Microsoft's official Mac blog? Talk About dumb. Many, many people have not received their upgrades yet. By just saying that all orders have shipped ("finally...") doesn't make it true.

[Palmer, Alex]

Alex Palmer

Mar 24, 2008

2:14pm

Haven't gotten mine

I still haven't gotten mine and i never got a confirmation email. Its a great deal, but my friend and I still have no word on when ours will arrive.

[Gary]

Gary

Mar 24, 2008

2:14pm

More info on my order

Following up my previous post, I place the online order on Dec. 2nd and mailed all of the necessary items either the next day or the day after that. I wanted to be sure to get everything in the system as quickly as possible. It has been a long wait for getting the new version and now it isn't looking good that I'll actually get it.... I guess I need to make the actual phone call and not just an email. I'm keeping my fingers crossed.

[Ashley]

Ashley

Mar 24, 2008

2:14pm

Mailed the boxtops and forms in January

We read the form carefully, cut out the product IDs from the boxes, and mailed the forms and receipts in January as instructed. We have never received an email or any other notice.

What can we do in a case like this?

[lahermen]

lahermen

Mar 25, 2008

9:02pm

Mail not even opened yet...

I was told via telephone with a Microsoft rep that I would need to wait about two more weeks because some of the mailed in envelopes hadn't even been opened yet.

[Nina]

Nina

Mar 25, 2008

9:02pm

Also still awaiting

Same story here - sent stuff in late January and have not heard a peep since. Called MS on March 20th and was told that orders are still being processed. The post should reflect this as the way it is worded makes me very concerned that my stuff has just been lost in the shuffle and now I'm screwed.

[Lawrence]

Lawrence

Mar 26, 2008

4:30pm

Question for Andrew

Andrew, in your comment dated March 20 8:56pm you mentioned that you mailed your order in January and got the email confirmation on March 20.

Do you recall when you mailed in your order in January?

I mailed mine in January as well and received a USPS return receipt that it was accepted by Microsoft on January 25, but still haven't received any email confirmation. Just trying to gauge how long I have to wait.

Thanks!

[Matt]

Matt

Mar 28, 2008

8:43pm

Demo question

Are there any plans to release a demo?
Are they considering any dates for the demo release.

[emaven]

emaven

Apr 01, 2008

3:03pm

still more waiting

I just called for my status. I never got a confirmation email, but they did find my order and gave me an order number. There is still a wait of 2 more weeks before there can be a confirmation. They have run out of product!

[jlj]

jlj

Apr 02, 2008

5:15pm

got mine

Thanks for working the issues.

[Bill]

Bill

Apr 02, 2008

10:22pm

Still don't have me in the system

Sent mine in on 2/12 via the paper form (yeah, it took me longer than it should have) before the deadline and I just got off the phone and they say it isn't in the system yet. They said to call back in 2 weeks mentioning the overwhelming response. I'm a tad worried the post office lost it, but the lady said in 2 weeks they could confirm or tell me what proof was needed to still get this done. Still a good deal even if it is taking longer than planned.

[Carlotte]

Carlotte

Apr 03, 2008

11:48am

Haven't received mine

I have now sent an e-mail to see what happened to it, so hopefully I will get an answer soon.

charlotte

[Kovac, Michael]

Michael Kovac

Apr 03, 2008

11:49am

Still Back ordered

Just talked to MS Customer Service (888-285-6247) about fulfillment issues on this promo and they are still backordered on the product. I got a date of April 15th as the target date for everyone to have their software.
I sent mine in on January 30 and have not heard a thing about it. They apparently have not yet opened the envelope I sent...

I fear they'll announce Office 2009 by the time it shows up.

[Dan]

Dan

Apr 03, 2008

11:49am

Confirmation email arrived today

I had also sent my stuff in January, and was surprised by the March 12th "Shipped! (Finally...)" post. Seems like a lot of folks haven't even made it as far as I have.

[Lawrence]

Lawrence

Apr 06, 2008

10:03pm

To Michael Kovac

I sent mine slightly earlier than yours where I had a USPS return receipt that they received it on Jan 25. I haven't heard a thing either. I would be interested to know when you receive your confirmation email. If I receive mine, I'll post it here too. There are just 8 more business days to April 15.

[delta772er]

delta772er

Apr 07, 2008

8:48pm

Re: Super Suite Deal – Shipped! (mostly - read for update)

I just today received my confirmation email from the Microsoft team, however my order status is now showing backordered until the 22nd of April. At least I know my paperwork made it.

-Charlie

[bengold]

bengold

Apr 10, 2008

2:13pm

Still don't have mine...

I also posted this in the forum, but...

I live in the US and purchased a copy of Office '04 in December because I was told that, after I sent in the form they provided, I'd receive a copy of '08 6-8 weeks after it was released. That sounded pretty good to me, so I went ahead and bought it. I sent in my form on the day 2008 was released.

It's now April 10th, and it wasn't until just April 4th that'd I received any confirmation of my request whatsoever. I called Microsoft in late March to make sure my request wasn't lost in the mail and was told I'd receive an email before April 15th (which I did).

Now the status of my order, which I'm able to check through an online interface, shows that the product is backordered, and today I was given an estimate of April 25 for a ship date. It's not like there aren't any copies of Office '08 out there, either: I could head over to my local Mac store and pick up a copy right now if I wanted.

Not only did Microsoft break their own deadline for getting this software to me, they made me pay a shipping and handling fee for this (surprisingly terrible) service. I've been a Windows user my whole life and just recently bought a Mac for my daughter who's about to head off to college, but I don't think I could be any more dissatisfied with Microsoft as a customer right now. My daughter had a problem with her Mac shortly after we bought it and the support took care of the problem unbelievably quickly and graciously. We had to send in her computer for repairs (which really bothered me because it was new and the problem was due to a defective part), but the computer was delivered to our home two days after we left it at the Apple store (we left it on a Monday and had it back on a Wednesday). Based on my recent experiences with Microsoft and Apple, I think Office '04 may well have been the last Microsoft product I ever purchase.

[Lawrence]

Lawrence

Apr 16, 2008

2:34pm

Received mine on April 14

I never got my confirmation email but I finally received my copy on April 14. Microsoft received my form on Jan 25. So it took 80 days.

Now I can finally open those .docx files my colleagues send me without using the converter.

[bengold]

bengold

Apr 18, 2008

12:34pm

This is possibly the worst service I've ever received

See my previous comment (two posts back) for information about my situation, but I just received this positively laughable email regarding the status of my order. Cancel my request?! Why would I want to cancel my request?!?! I just want the software I was promised, and requested, more than three months ago!!
______________

Dear xxx:

Thank you for your recent order. The product listed below is currently out of stock.

Microsoft Corp Order #xxx
Part/Sku #GZA-00042 OFFICE MAC HOME STUDENT 2008 EN DVD

The new expected ship date for your product is 5/1/2008.

If you wish to receive this product, if available by the new expected ship date shown above, NO RESPONSE IS REQUIRED.

If you no longer wish to receive this product, you may cancel your order by responding to this e-mail and placing an X in front of option #1 below or by contacting our customer service department at 1-888-285-6247.

If we are unable to ship this product by the new expected ship date shown, but you wish to receive the product when it becomes available, you may update your order by responding to this e-mail and placing an X in front of option #2 below or by contacting our customer service department at 1-888-285-6247.

To respond to this e-mail communication:
       Click the reply button in your e-mail application
       Place an X in front of either option #1 or #2
       Click the send button in your e-mail application

Please choose from the following by placing an X in front of the desired action:

#1 ___ Please CANCEL MY ORDER and issue a refund, if applicable.

#2 ___ Please SHIP MY ORDER when it becomes available, even if after the new expected ship date. I understand that I may still cancel my order at any time before you ship the product to me by contacting 1-888-285-6247.

This address is the SHIP TO address currently in our records. If your SHIP TO address has been changed or is incorrect, please contact our customer service department at 1-888-285-6247 and a representative will be happy to update your order.

xxx
xxx
xxx
xxx

Thank you for your interest in Microsoft products,
The Microsoft Customer Service Team

Microsoft highly recommends that users with Internet access update their Microsoft software to better protect against viruses and security vulnerabilities. The easiest way to do this is to visit the following website: http://www.Microsoft.com/protect

[Bruce]

Bruce

Apr 21, 2008

12:04pm

Thanks, MS Mac BU!

It was a great deal. I've installed and love the new Office. Fast, pretty, no problems so far.

[delta772er]

delta772er

Apr 21, 2008

12:04pm

Re: Super Suite Deal – Shipped! (mostly - read for update)

bengold-

I got that email as well, my order is now showing a ship date of May 5th! I sent my paperwork in the beginning of Jan. I won't hold my breath on getting it shipping May 5th at this point, I'm beginning to wonder if I'll ever see it.

-Charlie

[Saldana, Mario]

Mario Saldana

Apr 21, 2008

9:35pm

Thanks to the Customer Care guys

I sent the form, the papers, the proof of purchase and the product Id in February, but I never received any kind of notice.
It only took an email from me (with digital proofs of the sent materials) to receive (the following day)a customer service reply with the positive status of my order ( it says the package will be shipping in May 5, better later than never

).
Thank you guys for the quick response.

[bengold]

bengold

Apr 24, 2008

12:51pm

This is possibly the worst service I've ever received