Your experience with MS & OEM tech support

Custom / Computer
October 8, 2010 at 22:20:22
Specs: Windows XP Pro SP3, Pentium 4 HT, 3.00 GHz-x64-1 Gb. DDR-400
How many of you have had a good\bad with a large corporations? I was working on a laptop for a friend and I had to call Dell. Not only did they tell me to call Microsoft about the problem, they charged for the call which provided absolutely no help because Microsoft had told me to call Dell

I know a person who sent a HP laptop back because he didn't defrag his hard drive about 12 years ago. Not only did they repair the problem, he got a 12 Gb. hard drive in place of the previous 4 Gb. because they quit using 4 Gb. drives. They didn't charge him anything because it was still under warranty.

Pentium 4s - The processors for the rest of us.


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#1
October 18, 2010 at 04:09:35
I've had my fair share of fun, calling up Tech support and saying things like: The Java Web-start Application you provided on your Subscribers CD will not function in the newer copy of Microsoft's Internet Explorer due to this I am unable to complete the install and logon, can you do me a manual login and confirm the password with me via the phone.

Then all I heard for five phone calls repeating the same question to a gentleman who was clearly indian, was the sound of *Click* as he hung up on me!

Finally blowing my lid, it became "LISTEN, DON'T HANG UP ON THE CUSTOMER THAT IS INCREDIBLY RUDE & POOR SERVICE, JUST PUT THE SENIOR NETWORK ADMINISTRATOR ON THE LINE OR YOUR SUPERVISOR!"

After explaining the problem and what I wanted for a Sixth time, did the trick!

You just have to know how to bypass the desk monkey and speak to someone who's actually clued up about the Job!

Support goes in Stages, theres Tier One support the guy I wanted then theres Level 3 support the Help-Desk monkey!

Getting them on a phone is easier than trying to eMail and explain the problem, because eMails 95% of the time go un-answered, people are that ignorant or they give you a help-desk ticket, which means they're trying to figure out a solution. Even if you know the solution to the problem yourself.


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#2
November 4, 2010 at 19:54:58
Main trouble I've had with MS is that even if a problem with one of their programs is widely reported they just will not believe it is a bug. They insist on hacking around on your computer to no effect. They then mark the case as "archived not resolved". I am pounding them away on an issue right now and propose to continue pestering until they at least confirm that they will bring it to the attention of the appropriate development team for consideration when they next upgrade.

One guy hacked around on my machine at length and it eventually transpired he didn't even know the question I was asking - not bad eh!

How to know you are getting old 1:
If you can remember when radishes tasted of something


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