On November 6, Microsoft published a blog post extending an apology to individual and family subscribers of Microsoft 365 in New Zealand. The apology was in relation to the communication mishaps that occurred during the rollout of new plans incorporating Copilot AI functionality. Microsoft has also commenced reaching out to affected customers to initiate refund procedures. In October 2024, Microsoft implemented a subscription price hike in New Zealand. However, numerous users remained unaware that they had the option to select a 'classic' plan devoid of Copilot AI. Consequently, they mistakenly assumed they had been 'coerced into upgrading'.

Microsoft has committed to drawing lessons from this incident, refining its communication strategies, and presenting affected users with two alternatives: either persist with the plan inclusive of Copilot AI or revert to the 'classic' plan. Should users opt to revert to the 'classic' plan prior to December 31, 2025, they will be entitled to a complete refund of the price differential for renewals executed at the new rate from November 30, 2024. The refund will be deposited back into the original payment account within a 30-day timeframe.