I am very angry and I can scarcely describe how utterly upset I am with the disaster caused by my seeking help from Microsoft.

The original problem was Office:Mac 2011 Outlook failing to open. A solution that was offered and accepted was to delete and reinstall Outlook and at when this was suggested I sought and obtained assurance that I would not lose my contacts and the folders of saved emails. I even phoned Microsoft a second time and was assured by someone else that I would not lose these things. I was specifically told that removing and reinstalling the software would not affect the saved information. I followed exactly the instructions that were emailed to me and was devastated to find these important things missing. When I contacted Microsoft again I was told that I would need to pay for the support hours spent or upgrade to Office 365 and pay an annual fee. I chose the latter.

Despite the many hours I have now spent on this I am still without the lost information. I’m sure you will be able to learn what steps were taken by refering to the case notes, but it includes finding 8.6GB on files and approximately 1,500 email which were “synced” but which apparently could not be found or reinstated in Outlook. 

I felt many frustrations with the phone service during the whole episode, but this culminated this evening when your representative asked me to hold the line and shortly after the call was cut off.

I was assured that the important information would not be lost and I have now spent many hours in futile attempts to restore it. I have an external hard drive with regular backups, so I presume the lost 30-odd folders, the many emails within them and my contact list can be found and reinstated. Outlook is virtually useless to me without them and the money I spent will have been utterly wasted.

I desperately need this problem solved.

Please reply by email advising what action you will be taking to solve this enormously frustrating problem.

Peter Morris