An extremely frustrating and disappointing experience with Microsoft.

Almost a year ago I bought a new laptop with Office 365 Personal loaded on. Apparently this needs to be renewed annually which is fair enough. About 6 months ago I renewed my Vodacom contract and received a small box containing an Office 365 Personal Subscription. It clearly states New or Renewal and that there is only a Product Key inside - no disc. I am now being prompted on my laptop to renew my Office 365 Personal subscription. The instructions to renew my subscription in this box are not clear to me, hence I called Microsoft Johannesburg for support. It is virtually impossible to speak to a human being. All I did was listen to a recorded machine and press numbers on my phone for about an hour. Eventually I got through to some Chinese sounding woman sitting in Hong Kong or the like who could hardly speak English and whom I could hardly understand. And she requested remote access to my laptop which I am just not prepared to allow. Who knows what damage she could do albeit unintentionally. I will probably have to go to a local Microsoft Dealer probably at considerable cost to get this sorted out. All I can say is that I am hugely disappointed in Microsoft whom I consider to be extremely unprofessional. What happened to the old fashioned way of doing business by phoning your supplier and talking to a Support Consultant you can understand and who can solve your problem in a couple of minutes?