macros disappearing - Word 2019 for Mac

Dear Richard_1931，

Thanks for your updates.

Sorry for the inconvenience the issue caused in your environment. I’m involving more resources to work on the issue. If I got some updates on it, I’ll post here as soon as possible.

Thanks for your patience and understanding.

Cliff

I imagine this will nott be an easy problem to solve, that it involves a glitch of glitches in the Word code for macros, but once again, I appreciate your responsiveness.  

Since you're with Microsoft, not a volunteer, a bit of history might be in order.  When I raised these issues last year they just disappeared into a black hole, actually more than one black hole.  It didn't leave me with a very favorable opinion of Microsoft.  I'm glad to see the community working better, but I think the company needs an ombudsman, an official or office that takes ahold of problems raised by customers that aren't getting solved by ordinary tech support.  My experience in the last ten months has been that the personnel in tech support I spoke to initially knew nothing about the problem I'd called about (many hardly even knew what macros were), and told me on two occasions I had to pay for tech support, although the problem was that an app I'd just bought wasn't working the way it was supposed to or, most recently, told me that higher level personnel referred me to the community.  On occasions where I broke through to higher level tech support, initially they said they'd look into the problem but never got back to me, and when I called again, there was no record of my earlier calls.  Then on a couple of occasions I get encouraging responses from higher level tech support but when I heard nothing from them and when I sent them emails, got no reply.

There was also the person in accounts who said he had no record of my buying the 2019 version of Home and Student Office Suite, merely a purchase of three apps, which, if memory serves, were unnamed.  I later learned that that was because I'd been given a discount and that was the way of charging for it, but that person in accounts I spoke to basically took the position that I hadn't paid for the app I was trying to get fixed.

I kept asking to be connected with someone who had the power to cut through the bureaucracy and set things right, but was repeatedly told that there was no such person in Microsoft.

In short, dealing with Microsoft on this problem has been a prolonged nightmare and not good for the company's reputation.  Such problems could be avoided if there were an ombudsman customers with unsolved problems were referred to.  I hope, since you're in Microsoft, you have a way of getting that suggestion to the right person.  I switched an Apple computer after earlier problems with HP and Microsoft tech support, but I like Word much better than Pages and hope my current problem can be solve, and that if I have othe problems, the community will be as responsive as you have been.

No need to respond to this.  I'm just sending it in the hope that Microsoft can improve it's customer service which, to put it politely, is atrocious.

Dear Richard_1931，

Thanks for letting us know the situation in your environment.

I’m glad to help you on this issue further. However, I may need some time to involve more resources.

Your understanding is highly appreciated.

Cliff

Hi

Other users have reported that the problem is fixed in Word version 16.29, but not yet in Excel.

I called Microsoft sales to ask whether they had version 16.29 of Word.  They said they didn't know! and connected me with someone in tech support who said that the latest version they have is 16.28 issued August 13.  I asked him if he had Word on his computer and if it was up to date.  He assured me that he did and that it was,   Is it possible that there's a new version of Word that some people in Microsoft tech support don't know about?  This is crazy-making.