May 10 2018
03:06 PM
- last edited on
Feb 01 2023
10:09 AM
by
TechCommunityAP
May 10 2018
03:06 PM
- last edited on
Feb 01 2023
10:09 AM
by
TechCommunityAP
I installed Office365 and every time I try to use Word it freezes. It freezes when I try to type, print, or save. Twelve days of calling and online chatting, Tier 1 (3 attempts), Tier 2 (3 attempts), and Tier 3 (1 attempt so far - I think). Each person has managed to extend the freeze time from 120 seconds to All. Day. Long. I can't do any work.
My other problem is that I have been flat-out lied to by nearly every person I've contacted at Tier 2 and beyond. I've been promised callbacks by Tech Support workers and supervisors, and here's what happens: I get a call, pick up on the first ring and tech support asks for me, then hangs up as soon as I respond. I've had supervisors - 3 or 4, to be precise - at Tier 2 get on the phone to promise me that my case has been escalated to Tier 3 and that I will get a call THAT DAY. Or WITHIN 24 HOURS. They insist that this will happen. They seriously PROMISE that this will happen. I've got the audio recordings of the calls. I've got the chat logs. It turns out that they're always lying. The calls never come, and no one will give me an updated case number.
I'm going to go ahead and be That Guy: is this a cultural thing? Or are they lying because they know that they can't be identified and held accountable ? Is it both? Finally, will someone EVER call me back and try to fix the problem with Word365 freezing for hours after just a few seconds?
May 13 2018 06:36 AM
Putting the support issues aside, I think I would do two things:
1. Replace Normal.dot (the normal template) in the \Roaming\Templates folder under your AppData folder. Normal.dot corruptions cause a lot of problems.
2. If that doesn't work, remove the Office applications completely from the PC and reinstall. The Office removal tool is helpful here (https://www.custompcreview.com/articles/use-microsoft-office-removal-tool-completely-uninstall-offic...
TR
May 14 2018 12:21 PM
May 14 2018 12:39 PM
May 21 2018 10:02 AM
As I said, multiple Tier 1, multiple Tier 2, and multiple Tier 3 personnel have tried to fix the problem. As of today - May 21, 2018 - all their "help" has resulted in a pc that is now extremely slow. It is an agony to wait for this thing to start up now, and opening Word is a real chore. And I'm fairly certain that all these people who took over my PC did the things you suggested. They suck.
May 21 2018 10:06 AM
I appreciate your attempts to be useful, but if all these Tier 1, Tier 2, and Tier 3 people have this information and dove in and tried these tactics, but mucked up my pc even worse than it's ever been, what can you suggest that hasn't been tried by these people? These Tier 2 and Tier 3 people - after talking over me, being condescending, lying to me, etc. - then tried to tell me that my 3rd party software programs - such as System Mechanic - were the cause of Microsoft Word not working. Which is a load of crap, because it's working just fine on the other computers in the building with identical software except for mine and my husband's. Office365 is a disappointing money grab, and the customer service is so bad it makes Comcast look amazing.
May 21 2018 10:56 AM
May 22 2018 10:31 AM
May 23 2018 10:12 AM - edited May 23 2018 10:19 AM
I'm sorry to hear you are having issues. Constructive criticism of Microsoft is fine, but please keep the tone courteous to one another - to remind you, our community guidelines indicate to be positive, kind and courteous and to be friendly with others on the network.
It's possible you won't find an answer to your question here though - this forum is not an official escalation forum for support, these are IT pros, not employed by Microsoft, trying to help. I'd recommend circling back to support or raising your issues as feedback in the UserVoice.
May 23 2018 11:13 AM
May 23 2018 11:16 AM
@Deleted: Your message was reported and was the one I was responding to.