I agree with you, Lindy, that Micro$oft are arrogant and oblivious to customer satisfaction. And you are right that that attitude is engendered by a lack of competition.
You could, however, go to Open Office. It's free, and while it doesn't have the elaborate enhancements that Micro$oft feels compelled to add to each new version, it does perform ALL the basic and not-so-basic functions that any normal user needs 99.9% of the time.
And the interface is user friendly.
I just wish that, after DECADES of existence, Micro$oft Word didn't still have conniptions with complicated documents. Headers and footers especially are almost impossible to stabilize if you have many sections in the same doc and headers and footers that
change with each section.
Put more than one graphic on a page in Word and beware. Put 2 or 3 on a page and 2 or 3 on following pages and it's like trying to juggle 9 balls at once. These are the things they should concern themselves with rather than occupying their Office developers
with destroying a reasonably adequate user interface.
Micro$oft could argue that, if you want to do complicated docs, you should do them in Publisher, but clerical staff are not layout artists. They generally are happy to know how to use Word, even if it is challenging to use when the boss says, "Hey, can you
embed this spreadsheet in the report?" (That's a function that's been around for 20 years or more, but it's still just as quirky as the first time I tried it.)
And as I am having a good whinge, how on earth could anyone decide that functions that had always been reached by one click or keyboard shortcuts should now be several clicks away?! How can they think that's an improvement?!
Or are they just laughing their socks off and mumbling, "SUCKERS!"