Gordon Montgomery

I contacted Lizosoft with a simple compatibility query regarding their Office 2021 Pro product and my ARM-based Surface Laptop. What followed was a series of dismissive, unhelpful, and frankly rude replies.

Despite clearly stating my system specs and asking whether the software would run natively or require emulation, I received vague responses like “no you must have the windows machine” — even though I *do* have a Windows machine. When I asked for clarification, I was told “we offer no support or no refunds if it doesn’t work but you’re welcome to buy.” No effort to help, no technical insight, just a shrug.

When I asked for the CEO’s contact details due to the unprofessional tone, I was told “I am the CEO. You’re speaking to him.” The final reply accused me of “threatening” them — apparently because I said I might post the exchange on Trustpilot. That’s not a threat; it’s a justified complaint from a potential customer.

This is not how a Microsoft-accredited partner should behave. No courtesy, no technical support, and no accountability. I’ve reported the exchange to Microsoft and will be seeking software elsewhere.

I have the detailed email string to back this up.

Avoid.

Update to retailer response reveived 12 Nov 2025.

The response bears no resemblence whatsoever to the facts. It is totally disingenous.

I didn't :

1. Ask to buy a licence?
2. Register it to my account? ( I don't have one !)
3. Request a refund ?

I had simply e-mailed asking about the compatibility of one of their products prior to purchase.

I attach copies of the e-mail string in support:
.................................................................................
On 10 Nov 2025, at 14:51, Gordon Montgomery wrote:

Good afternoon

Can you please advise if the MS Office Pro (currently £14.99) is ARM 64 compatible.

I have a MS surface Pro using : Snapdragon(R) X 10-core X1P64100 @ 3.40 GHz (3.42 GHz)

I just want to check I don't have to run it in emulation mode?

Many thanks
kind regards
Gordon Montgomery
..................................................................................
Re: Office 2012 Pro
Sales@lizosoft
Mon 10 Nov, 19:07 (2 days ago)
to me

Hi no you must have the windows machine.
Lizosoft customer services

..........................................................................

Gordon Montgomery
Tue 11 Nov, 09:46 (1 day ago)
to Sales@lizosoft

Good morning

Sorry I don't understand your reply?
What do you mean by "no you must have the windows machine" ?

I do have a windows laptop see my system details below:

Microsoft Surface Laptop 7th edition.
System Type: 64-bit operating system, ARM-based processor.
Windows 11 Home.
Edge browser.

My question relates to the system type which uses the latest ARM architecture.
Is it compatible with your product below : 2021 Office Retail ?
Many thanks

KInd regards
Gordon Montgomery
..................................................................................
Sales@lizosoft
11 Nov 2025, 10:21 (1 day ago)
to me

We offer no support or no refunds if it doesn’t work but you’re welcome to buy.

Lizosoft customer services
................................................................................

Gordon Montgomery
11 Nov 2025, 10:22 (1 day ago)
to Sales@lizosoft

Can you please give me the name of your CEO and contact details please
What an appalling set of replies from a sales enquiry
.................................................................................

I repeat.... avoid this company.

When / if I get a response from Microsoft I will update

Just for clarity I have given far more 5 star reviews than poor ones

I came across Martin's website and chat facility during 3 days of continual trawling French Government & other websites for a solution to our slightly complicated Visa application situation.

I had initially poo-poohed the use of the chat contact BUT SO GLAD I DIDN'T!

I had a reply by return and a numerous follow ups shortly thereafter. Simply put - he clarified our position fully, suggested various options in a timely, professional and friendly manner. I sincerely wish I had discovered him 3 days earlier. I have saved him in my contacts as the 1st port of call should I need any Legal Advice in the future. Thoroughly recommended.

It is with genuine regret I find myself putting up this review but the service I have recently received has just been grinding away at me.

If you scan my (few) other reviews on Trustpilot most are of a positive nature INCLUDING one for Craftinsure a few years ago.

I have been a loyal customer of Craftinsure for 20 years now for the same craft with a minor claim over 8 years ago. I have always found them easy to deal with, helpful & friendly. Particularly in this regard I would single out Mark Lee & latterly Jenny in customer care.

However......

My 2025-26 policy was due to renew on the 6th June 2025 and as usual I received advanced notification of my premium. To my shock it was a massive 58% increase on the prior year total premium of £419.64 to now an astonishing £661.59 (including the usual £15 on line charge)

I tried calling but was unable to have my calls answered. After 4 or 5 attempts, having listened to the legal blurb over again & unsuccessfully waiting for an advisor to be available, I gave up.

I sent an e-mail explaining my inability to get through on the phone asking would it be possible for someone to call me ?

I received an e-mail back – unfortunately, no we cannot call you can you please call our customer advisors on the above number.

I sent a further e-mail explaining I had tried unsuccessfully on numerous occasions & I was simply trying to query the substantial increase on my premium?
I received a further email stating the premium was in fact correct but they would offer 20 % loyalty discount – still a very substantial net increase !

I replied saying that whilst not ideal out of brand loyalty I would consider renewing again this year:

I had one query - could they please advise if the previous Craftinsure policy of covering spars & rigging up to the ages of between 15 & 20 years still applied . Ours was now 15 years old

Could they please categorically advise if they would cover the rigging given that the surveyor had not RECOMENDED but merely suggested at some point in the future I may CONSIDER a rig inspection.

In support of my query I attached a full copy of my recent March 2025 condition survey. It was an excellent survey with ALL 4 minimal recommendations complied with.

Eventually after two further emails from myself chasing clarification I still only managed to elicit a very woolly answer.

I realise that there may have been organisational changes with a change of underwriters but I feel the company is now operating (badly) on a call centre basis with untrained staff simply following hierarchical protocols, vastly different from the company I started to insure with all those years ago.

If this is what its like renewing policies I can only surmise what it would be like on a claim !

I have just totted up the premiums paid in that time since 2007, just shy of £6,950 .

In reality it's not anger or annoyance I feel , more a sense of betrayal.

Such a shame.
..................................................................................

Having received the response to my post below just now - Yes I do feel it was not clear AND still isn't !

Finally and for the avoidance of doubt, having seen my survey. Do you consider the surveyor's comments:

"might consider a rigging inspection"
to be a RECOMMENDATION or NOT ?

It's a simple but important question don't you think?

Lets see if common courtesy elicits a response from you ?

................................................


Well to be fair I did receive a phone call from Natasha one of the few original Craftinsure staff left after the takeover. I had dealt with Natasha in the past and as always she was very gracious in expressing her apologies for my recent experience. I readily accept the apology in the manner it was given & on a personal front I wish her well for the future. I imagine it can't be easy in a takeover situation , I know I'm a retired accountant and been involved in a few. So very good luck Natasha for the future & thanks for all your help in the last 20 years. I mean that sincerely.

That said, the new regime should note that had I been able to talk to someone of Natasha's professionalism & knowledge on the phone we might not in fact be here & I may still have been a customer.

Unfortunately that was not possible and the 4 FACTS below , still unanswered by the way, are for clarity of this forum the reason I have moved on:

1. Initial 58% increase on premium - no explanation
2. Unable to speak to anyone on the phone despite numerous attempts.
3. Email contact was a large company "call centre" approach providing woolly vague answers.
4 . When finally pushed to answer a direct "Yes / No "question , yet again not able to give an unequivocal answer.

I repeat I am genuinely sorry it has come to this, but I have now moved on. I suggest we just let the viewers on this platform make their own minds up

Regards
Gordon Montgomery

Very easy to arrange self funded medical fees

Been a customer for many years now. Easy to deal with. Only had one claim and they settled without a quibble

We are actually abroad during this upgrade.
Now whilst this in itself posed some challenges to take receipt of the new physical cards for my wife & myself, the actual change over process and especially the help from Hollie of the Fairfx team to mitigate those challenges was excellent. Very timely, helpful & clear guidance. A pleasure to deal with.

My wife & I are on an extended sailing trip in Europe, currently Sardinia.
We had used the Ukash card with no problems until recently.

I cannot load money onto the card and the Customer Service Team cannot seem to resolve the issue and don't even return calls as promised.

Below are the salient points:
1. Thursday 12th Nov system unable to reload card with Euros. Called Customer Services. They would look into issue and said they would call me back the next day (Fri 13th).
I confirmed with my bank that there were no issues with my account or the card I had been using to top up the Ukash card.

2. Friday 13th - No resolution from Ukash nor any phone call.

3. Saturday 14th - I called Customer Services again. No resolution and they promised to call back on Monday 16th.

4. Monday 16th - No resolution from Ukash and no phone call..

5. Tuesday 17th - I called Customer Services again, no further forward and again was told they would have it fixed by the end of the week and someone would call me back.

6. Friday 20th Nov. (Today ) No phone call from Ukask. I contacted them and explained yet again the issue . I was asked to wait on line which I did for about 10 minutes then the line went dead! You would think I would now get a call back ? ......... No

I am an accountant and have in the past worked in an IT call centre environment - anything client facing or business critical is escalated. I would think that being unable to load cash onto a customers account would be classed as such.

Trawling the internet would seem to indicate they are having some sort of issue. I am hoping this review might evoke a successful resolution to the issue and /or a phone call to explain problem but I am not holding my breath.

Very disappointing and will now have all the hassle of getting another card from a more reputable supplier.