I
its_my_dime
After a series of unsuccessful attempts to fix a USB problem, I filled in
the form and gave Microsoft a credit card # to charge $35.00.
I then started exchanging emails with a rep who made a series of
suggestions, all of which I had tried (per my initial description of the
problem) and none of which worked.
Ultimately, the rep suggested that I call them which I did. I spent more
than two hours on the telephone with a new rep. Most of the time, I was on
long holds while the rep searched out and came back with solutions, all of
which, per previous correspondence and documentation, had been tried and
failed.
Finally, he suggested that I run a REPAIR on Windows but he was unable to
say why this would help and said someone would call back (we agreed on 5:00
pm the next day)
At 5:30 pm, the phone rang and a new voice asked: "What can I do for you?"
I asked if he had read the previous material, and he said he had been "too
busy". So I went through he same story again and he suggested a REPAIR. I
asked if having loaded SP1 followed by SP2 would make a difference and he
said it would not. And again, he had no idea how the REPAIR would solve the
problem.
Of course, the REPAIR crippled my computer (Gateway later told me that it
won't work with the SP1 - SP2 combination. ) I was able to back up my data
(which is generally up to date anyway) and I had to do a complete reformat -
XP reinstall - SP2 reinstall - Software and data reinstall. You have all
been there, I'm sure. It took a weekend and several evenings to get
everything back and working.
And, of course, the original problem (that may relate to hardware, not
software -- still not sure) is still there.
I filled in the service evaluation form appropriately and immediately
started receiving emails from a supervisor who hoped I was pleased with
their service. When I again said I was not and this time asked for a refund
of my $35.00, he stopped writing.
So, conclusions:
1) The people at Microsoft's paid support know nothing more than the
material that is already on the Microsoft web site. This is their major?
only? source of information. They basically tell you what you can read
yourself.
2) They don't thoroughly read through and make an attempt to understand and
evaluate the material and information that you send to or tell them, or
which is otherwise in the case file, before proposing solutions. My feeling
is that they do a "key word" search and tell you whatever they find without
determining whether it is relevant or appropriate to your particular problem
at that time..
3) They know a great deal less and are much worse communicators than the
MVP's on the Microsoft boards, and less than many of the talented amateurs
on these boards as well.
4) Ultimately, and when all else fails, they will revert to the usual
outsourcing "time to get them off the phone" technique of telling you to
REPAIR or reinstall the operating system. They will do this even if they
have no idea what the problem or the mechanism that is causing it might be,
and even if they don't know whether the REPAIR will even work or the REPAIR/
reinstall will make resolve the initial problem..
Based on this experience, I give Microsoft Paid Support a failing grade and
do NOT recommend it to anyone capable of posting on this or other Microsoft
groups, or searching Microsoft web site.
In fact, you may be better off living with a problem that following Paid
Support's advice or suggestions.
the form and gave Microsoft a credit card # to charge $35.00.
I then started exchanging emails with a rep who made a series of
suggestions, all of which I had tried (per my initial description of the
problem) and none of which worked.
Ultimately, the rep suggested that I call them which I did. I spent more
than two hours on the telephone with a new rep. Most of the time, I was on
long holds while the rep searched out and came back with solutions, all of
which, per previous correspondence and documentation, had been tried and
failed.
Finally, he suggested that I run a REPAIR on Windows but he was unable to
say why this would help and said someone would call back (we agreed on 5:00
pm the next day)
At 5:30 pm, the phone rang and a new voice asked: "What can I do for you?"
I asked if he had read the previous material, and he said he had been "too
busy". So I went through he same story again and he suggested a REPAIR. I
asked if having loaded SP1 followed by SP2 would make a difference and he
said it would not. And again, he had no idea how the REPAIR would solve the
problem.
Of course, the REPAIR crippled my computer (Gateway later told me that it
won't work with the SP1 - SP2 combination. ) I was able to back up my data
(which is generally up to date anyway) and I had to do a complete reformat -
XP reinstall - SP2 reinstall - Software and data reinstall. You have all
been there, I'm sure. It took a weekend and several evenings to get
everything back and working.
And, of course, the original problem (that may relate to hardware, not
software -- still not sure) is still there.
I filled in the service evaluation form appropriately and immediately
started receiving emails from a supervisor who hoped I was pleased with
their service. When I again said I was not and this time asked for a refund
of my $35.00, he stopped writing.
So, conclusions:
1) The people at Microsoft's paid support know nothing more than the
material that is already on the Microsoft web site. This is their major?
only? source of information. They basically tell you what you can read
yourself.
2) They don't thoroughly read through and make an attempt to understand and
evaluate the material and information that you send to or tell them, or
which is otherwise in the case file, before proposing solutions. My feeling
is that they do a "key word" search and tell you whatever they find without
determining whether it is relevant or appropriate to your particular problem
at that time..
3) They know a great deal less and are much worse communicators than the
MVP's on the Microsoft boards, and less than many of the talented amateurs
on these boards as well.
4) Ultimately, and when all else fails, they will revert to the usual
outsourcing "time to get them off the phone" technique of telling you to
REPAIR or reinstall the operating system. They will do this even if they
have no idea what the problem or the mechanism that is causing it might be,
and even if they don't know whether the REPAIR will even work or the REPAIR/
reinstall will make resolve the initial problem..
Based on this experience, I give Microsoft Paid Support a failing grade and
do NOT recommend it to anyone capable of posting on this or other Microsoft
groups, or searching Microsoft web site.
In fact, you may be better off living with a problem that following Paid
Support's advice or suggestions.