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From: tat@pccuts.pcc.amdahl.com (Tom Thackrey)
Newsgroups: comp.os.msdos.programmer,comp.windows.ms
Subject: Re: Microsoft Support (or lack of)
Message-ID: <937@pccuts.pcc.amdahl.com>
Date: 28 Aug 90 18:20:47 GMT
References: <1990Aug24.115708.5428@sisd.kodak.com> <1990Aug25.000547.5258@ug.cs.dal.ca>
Reply-To: tat@pccuts.pcc.amdahl.com (Tom Thackrey)
Followup-To: comp.os.msdos.programmer
Distribution: na
Organization: Amdahl Corporation, Sunnyvale  CA
Lines: 36

In article <1990Aug25.000547.5258@ug.cs.dal.ca> robinson@ug.cs.dal.ca (John Robinson) writes:
 >In article <1990Aug24.115708.5428@sisd.kodak.com> jdg@sisd.kodak.com (Jeff Gortatowsky CUST) writes:
 >>In various groups on the net I see references to developers talking
 >>with Microsoft about upgrades/support/questions etc..  My question
 >>is: How did you do it? I've called my so called 'Corporate Accounts'
 >>number and can not get to talk to ANY technical support people
 >>period.  She just says no.  Call Microsoft Online.  
 >I have long wondered how Microsoft does it.  How do they manage to put
 >out software which is usually full of bugs in the first .0 release and

I don't know who you are calling at MS, but my experience is far different.
First, call (206) 454-2030 for technical support, the marketing numbers
wont work.  Second, be prepared to wait and be routed by punching the
keys on your phone.  It's not like you're their only customer, but it's
not too tough.

Recently I had a problem with a windows 2 app which got a file not found
message under windows 3.  I called the tech support number and got a
message that they were in a meeting until x o'clock.  I called later and
was routed to a HUMAN who decided that my question was beyond his knowledge
and routed me to an answering machine for the windows SDK support folks.
I left a message and another HUMAN called back in about an hour.  In fact,
he called my home and when I wasn't there he asked for my work number and
called me here.  We talked about the problem and he didn't have an answer, but
he gave me several suggestions to try.  About an hour later he called again.
He'd talked to someone else and had another suggestion.  When I got a chance
to try his suggestions, he had indeed solved the problem.

I would like the support people to be available instantly 24 hours a day,
but that's what Online is for and the price is appropriate.  For free
support I think MS does Ok.  I occasionally get frustrated by the long
waits to get through, but the rest of their support is pretty good.
-- 
Tom Thackrey sun!amdahl!tat00

[ The opinions expressed herin are mine alone. ]