Office 2016 uninstalls my Visio 2013

Hi All,

We are reaching out to individuals on the thread through Private Messages with guidance on their issue.

For others facing the same problem please get back to us.

Thank you.

Hi Maxwell

I have just finished my successful call with the MS engineer, Varun, who was excellent and resolved my issue for me by adding Visio Standard 2016 to my existing account. It has been installed and all is okay again in my MS world. Thanks for your support.

Along the way, from the initial Answer Desk contact to have my issue escalated, there have been some really (I choose to find them amusing) disconnected and disjointed support efforts, but Varun took over management of my issue and personally saw it through, even with my very slow connection.

A learning opportunity for support arrangements, but successful outcome for me.

Thanks - Deanne

Hi Deanne,

It's encouraging to hear from someone who has had a positive outcome to this fiasco. I, like a number of others on this thread, have responded to Maxwell Joseph's post but have heard nothing in reply. Beginning to suspect that it is just a bot.

My experience with MS Support has been anything but positive:

1. I called MS Support here in Australia and waited 30+ minutes before the call was answered;
2. The Support Technician merely gave me a telephone number in the US, which turned out to be the basic MS Support Desk;
3. After 35+ minutes waiting on the US MS Support line, I reached a Technician who transferred me, eventually, to Office Support;
4. After another lengthy wait (all this calling from Australia), I got through to a Technician. I will not give the name for obvious reasons;
5. The Technician got me to install Remote Desktop and the proceeded to verify that I had Office 2013 C2R and Visio 2013;
6. Despite being shown the internal Microsoft memo stating the resolution (provide Visio 2016), the Technician told me that "Microsoft was working on it" and that I "would have to stay with the 2013 versions until a fix was released".
7. The call to the US lasted an hour and got me back to square one: either I can upgrade to Office 2016 (for which I have paid, through my Office 365 subscription) and lose my Visio 2013 (for which I purchased a perpetual licence), or I can stay with Office 2013 by disabling Office Update. I can't have what I paid Microsoft for - Office 2016 and Visio 2013.

All in all, an unhelpful response.

Steve

Hi Steve

From my Microsoft Office Account, I clicked on “Ask Support” at the bottom of the page under <Help and Support>. That took me to: https://support.microsoft.com/en-us/contactus#.

I then clicked on “Services & apps” under <Contact Us>. That brought up a <Contact Answer Desk> message box with some options. I selected the “Office or Office 365 for Windows” option. That brought up the next options. I selected the “Technical Support” option.

This brings up options on how to progress. I selected the “Call me as soon as possible” option that showed a wait time of 1 minute. It asks for your country and contact phone number. After supplying mine, I received a call back almost immediately.

I provided a polite and calm summary of my issue and the support person recorded my details, gave me a case id# and identified that this issue is to be handled by a specific area and then put me through to that area.

My issue was successfully resolved by that area. Not immediately, but nonetheless, that area progressed and successfully resolved my issue. There were many steps and remote connections as part of that resolution, but those details aren't material to the process.

I’m sorry if this process is not successful for others – I just wanted to share the process that I used to successfully resolve my issue, in the hope that the same process may be successful for others.

Deanne

Hi Deanne,

Thanks for this. Unfortunately, the link from here in Australia does not go to MS - merely to a Help Desk somewhere in the internet. These folk don't have a clue about the issue and just tell me that I will need to use 2 PCs if I want to run both Office 2016 and Visio 2013! I suppose this is good for the part of MS that is responsible for the Surface.

Steve

I'm in Brisbane and it worked well for me.

Deanne