Flood loss

cwhowell2 · #1 10-01-2011, 07:29 PM

I have the 3 user version of Office Home & Student 2010 as well as Access 2010. Office was installed on two laptops, one that survived hurricane Lee and one that didn't. Access (single user) was installed on the lost PC. The original media for both was destroyed in our foundation collapse and is now under 2 feet of water and mud. Questions: 1) Can I obtain a new media or download copy, using the registration key from the surviving PC? 2) My copy of Access 2010 was registered and activated online. Is there a way to get it reinstalled to my replacement computer? Thanks - Bill

cwhowell2 · #2 10-03-2011, 05:42 PM

The next question is, how can I contact Microsoft with this request? They do not make it easy or obvious how to get through on the phone or via email. Thanks - Bill

cwhowell2 · #3 10-08-2011, 06:05 PM

No replies in 5 days. Does this mean there is no way to contact Microsoft about an issue not covered in their help files?

cwhowell2 · #4 10-11-2011, 05:57 AM

I have been able to retrieve my Access 2010 DVD from the flood but not the PC it was installed on. How can I "un-activate" the single license Access so I can re-install it on my replacement PC? Or will that happen automatically when I re-activate it? Thanks - Bill

macropod · #5 10-13-2011, 06:14 PM

Hi cwhowell,

Lost/destroyed media etc in such situations is usually covered by household insurance. Assuming that applies here, your insurance payout will provide for you to obtain a new set.

If the software was pre-installed on the PC, it may have been an OEM installation, in which case you can't transfer the license to another machine. AFAIK, MS only replaces defective media, not lost media. Conversely, if you had purchased a downloadable copy, all you'd need to do is to go to the MS website and re-do the download.

There is no mechanism for de-activating an Office App. If you legitimately exceed the permitted installations, you can still register via telephone - you'll probably be asked to explain the situation, but that's all.

cwhowell2 · #6 10-13-2011, 06:34 PM

Thanks Paul - We got (partially) lucky and were able to retieve the CD's and registration keys for Office and Access. After a careful cleaning, both installed correctly on my new PC. Since I had only used 2 licenses for Office, I had no trouble activating the new installation. Access also activated with no trouble. Regards - Bill

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