Free upgrade to Visio 2013 with Office 365 is not free?

[JonFleming]

We recently switched to Office 365. When we install Office 2016 the official word is that Visio 2013 and Project 2013 get uninstalled, Well, sometimes and sometimes not. I have two users who had Visio 2013 installed. It was uninstalled from one and not from the other, and it is still working on the latter.

According to Error: Stop, you should wait to install Office 2016. We’ll have to remove the following if you continue we should be eligible for a free upgrade. I went to the Answer desk link in that article and worked my way down to a request for the product ID. I don't have the ID for the uninstalled version handy, so I entered the Product ID from the one that's still working. I was informed that:

This Product ID indicates that there will be a charge for this Microsoft support.
The product ID number you entered is not eligible for online support. Enter another product ID Number or select a different support option.

So what's the real story?