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Search Blog

December
05

Update on the Black Friday cashback outage

We want to apologize again for the outage on Friday and the inconvenience it has caused. We deeply regret that many users were unable to access the Live Search cashback service.

We’ve been working diligently to correct the issues. We’ve been in constant communication with the customer support team about those orders that were incorrectly processed, and we have now reached out to all affected customers whose email addresses and purchase details we have on file. These customers should see the correct cashback amount reflected in their accounts by the end of the weekend.

There have been lots of questions on whether the 40% off HP promotion on Black Friday will be restarted. While we were hoping to be able to do that, we are sorry to report that it will not be restarted.

If there are any remaining customers whose cashback purchases haven’t yet been acknowledged via email, whether from HP or any other merchant, we invite them to contact us at https://support.search.live.com with their order number and email address. We are committed to responding to all remaining inquiries within 48 hours and to ensuring the appropriate cashback amounts are credited for all eligible purchases.

Wishing you a stress-free remainder of your holiday shopping season,

 

Rajat Taneja, General Manager, Worldwide Commercial Search

Comments

  • How can you promise to rerun this promotion and then NOT do so?  That is horrible!!!!  What are you doing to make things right for the consumers who spent all day trying to get thru on the promotion but kept getting errors from server load issues and the url not connecting correctly???  You need to KEEP YOUR WORD, or get out the search business.  Consumers being told one promise and then denied the opportunity to redeem the offer will not stand for this kind of action!  Many people chose to not shop elsewhere in order to take advantage of this offer, and then when your group promised to restart the offer, they held off while waiting for the restart.  You NEED to restart this promotion in order to have any chance of not seriously hindering any future ventures in this area.

  • It's funny that you think they even care about what you think or feel. I've been emailing them for weeks to resolve an issue with my cashback to no avail.

    Windows Live Cashback has worse odds than just going to Vegas.

  • what a crock...the largest software company in the world tossing customers to the side like dirt...this was your problem..it took me all day to try to get to your bogus servers...i passed on deals at best buy and others to give you business..microsoft has once again proven they are criminal and really dont deserve any of of anyones business...take a leap Rajat Taneja..into the ganja..

  • The process is very frustrating!  It's been over a week now and all I received is one lousy auto generated email stating that the cashback should be in my account by Dec 2nd.  Dec 2nd came and went... still no cashback or email from Microsquash!  Because of all these issues with Microsoft, I'm thinking of returning the computers to HP and purchasing an Apple product instead.  

  • Don't you all worry.  Microsoft will take care of all of this mess.  Just like we're fixing Vista!

  • "...and we have now reached out to all affected customers whose email addresses and purchase details we have on file..."

    Sorry for being sarcastic, but does that canned auto reply falls into the category of "reached out", or you meant this blog post.

    Going by the rules posted on your FAQ I've mailed all the details of my Nov 28th transaction on Dec 1st. I'm still waiting for the resolution, all I have is this blog, some forums of equally frustrated people and that canned reply of cashback. Seems like Microsoft wants to test everyones patience to the limits.

    As they say, all's well that ends well, hope fully this would have a decent end.

  • This whole mess is just ridiculous.  I cant believe a company like microsoft would flake like this on that deal.  Because i do agree with many of you, i was online for a few hours just trying to get that deal and all i kept getting was your server down crap.  And now NO RESTART? Thats just incredible thanks again Microsoft.  I guarantee they will regret this because of all the angry consumers it has brought..

  • Each morning, I check my inbox hoping for an update from your team.

    Each morning, I set off to work hoping to see an email later in the day.

    Each hour at work, I check my inbox hoping for an update.

    Each night, I check my inbox hoping for an update. Of course, each day I write an email to both the cashbk ID and the case number ID hoping for an update.

    Each day you disappoint me. Yet, one can only take the blame for not recognizing MS will not come through.

    Does it really take that much effort to write back saying the team will need a week or a couple of weeks? And yet, you say in 48 hours, you will respond? Methinksnot!

    Each day, I end the day feeling like a greedy fool for having fallen for the stupid promotion.

    Rajat, badiya bamboo mila hoga na? Mera bhi lo please!

  • "we have now reached out to all affected customers whose email addresses and purchase details we have on file"

    This is incorrect.  There are numerous customers who followed the procedure for purchasing through Cashback/HP and have not heard from Microsoft.  I for one have emailed three times and called once and have not had a single response.  This item was to be a gift and I would like to know if I need to return it and find another affordable substitute before Christmas.

    The manner in which Microsoft has handled this situation is completely unacceptable.

  • Exactly like you. A bit like waiting for Santa Claus and hoping he exists, only to be disappointed, no?

  • The info is absolutely false!!  I sent e-mail to cashback support on 11/29, it's been a WEEK now, still no words from Microsoft!!

  • This post just goes to show why nobody is using Live -- Microsoft can't even bribe people correctly!

    It's a tremendous egg on the face of microsoft and windows servers, period, point blank.  What's the takeaway message?  "DON'T BUILD YOUR MISSION CRITICAL APPLICATIONS ON WINDOWS -- EVEN MICROSOFT CAN'T MAKE IT WORK."

    How can you erase that?  By first fixing what's broken, and secondly PROVING THAT IT WORKS.  How can you do that?  Actually RE-RUN THE PROMOTION and this time, make sure that there aren't any hiccups!

    No, sorry, you guys aren't interested.  Enjoy all the egg, both on MS and its products, tightwads.

  • Everyone that hasn't received their cashback, keep the faith.  Before today, I had only received automated responses, but this morning I received my cashback.  

    What was the magic formula for me?  I have no idea, but I was persistent..I emailed the president of HP (found on HP's website), Steve Balmer's assistant (found on the web), and the cashback dept.  

    Now that a majority of the computers have been made and shipped, I believe MS will do what is right and credit your cashback account.  

    Best of luck to everyone, this promotion has been a grind on everyone.

  • Everyone that hasn't received their cashback, keep the faith.  Before today, I had only received automated responses, but this morning I received my cashback.  

    What was the magic formula for me?  I have no idea, but I was persistent..I emailed the president of HP (found on HP's website), Steve Balmer's assistant (found on the web), and the cashback dept.  

    Now that a majority of the computers have been made and shipped, I believe MS will do what is right and credit your cashback account.  

    Best of luck to everyone, this promotion has been a grind on everyone.

  • "Don't you all worry.  Microsoft will take care of all of this mess.  Just like we're fixing Vista!"

    OMG. I was at work and I LOL'ed when I read this!