Office 2016 uninstalls my Visio 2013

Anonymous
2015-09-23T05:20:30+00:00

So, even though I had followed the instructions to install Office 2016 from Office 365 home, it was not successful even after 5 tries, restarting, uninstalling, restarting...my biggest issue is Visio 2013. I purchased it as I need it! But why can't I find any way to just upgrade Visio from 2013 to 2016? There is no instruction! I do not want to buy the new Visio 2016 when I only purchased Visio 2013 a few months ago. Please help!!!

Microsoft 365 and Office | Access | For home | Windows

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Anonymous
2015-09-24T23:09:57+00:00

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.

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  1. Anonymous
    2015-10-13T05:09:19+00:00

    Yay..today they finally sent me my link to Visio and Project 2016.

    You do have to persevere. It took me about ten tries over 5 days with the answer desk online chat before they escalated it. Within 48 hrs they called and emailed me the links.

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  2. Anonymous
    2015-10-12T14:35:41+00:00

    I saw that Microsoft started offering 2016 on HUP.  So I purchased both Project and Visio again from HUP.  I will of course try to be getting some reimbursement from Microsoft long term, however at this time I'm content to have working software.

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  3. Anonymous
    2015-10-12T12:03:28+00:00

    The key seemed to be when they accepted the issue and emailed me saying it would take 24-48 hours to locate the account my product key was registered against. After approx. 3 days, I got a further email saying they couldn't locate it and would I send a jpg of my proof of purchase and product key.

    It took a further 36 hours, but I then got an email saying "click here to redeem your purchase" and from then things were simple.

    The vast majority of this was done via their online chat, with about 1-2 hours on the phone.

    From this, it's obvious they can perform the free upgrade, it would appear to be a lack of knowledge for the support staff as to how to achieve it.

    Perhaps pointing whoever you speak to to this thread would help point them in the right direction.

    Good luck!

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  4. Anonymous
    2015-10-12T11:59:44+00:00

    Well, perseverance seems to be the key.

    What did you do to keep at it? Just keep calling the answer desk? I called from my cell phone last week and it was the first time in recent memory I used up all my minutes!

    Rather than using up cell time, try the online chat line:

    Online chat support: **http://answerdesk.microsoftstore.com/AnswerTech******

    I recently used online chat support myself. I found it had several advantages over phone support, even though you still contact the same outsourced, support personnel:

    • No ESL accent issues
    • Provides instant time stamped transcript
    • When you get transferred to the “right” person, they can review the history
    • If they don’t read history, you can copy / paste the past conversation to them, saving you having to repeat yourself
    • They are more likely to go off line to ask other people for help (good for you)
    • You don’t have to listen to “elevator muzak” when they are off line
    • You have 2 hands free to surf the web when they are not talking to you.

    For some reason, I found that waiting for online chat responses intrinsically LESS  frustrating than listening to elevator muzak.

    Make sure to copy the text from the chat window and save it before closing the chat window. It is handy to have a timestamped copy of the conversation, if only to publish it on the internet ... <evil grin>

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