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Microsoft? Peter, are you living in a trench? Microsoft is out of India... dealing with Indian bureaucracy!
Even when I rang MS "Australia" to reactivate a product, I spoke to India...in Bangalore.
I guess they are just reading scripts prepared for them by Microsoft.. it is interesting to TRY to throw them a curve ball and see how they stammer and stutter and keep reading the same spiel... I kept telling one rep I had done all she had said, but she kept on reading it like I was not even there. I hung up.
European retailers are very stubborn. VERY. You just need to be firm and keep at them. Took me over a 2 MONTHS to get any satisfaction out of a Spanish manufacturer.
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