MS SP1 free support... free of actual support!

[Qu0ll]

If this post survives then I would just like to relate my experiences with
Microsoft's "free" post-SP1 support. I have been having a serious problem
with System Restore since moving to SP1 so I emailed MS about it to take
advantage of their free support. I was told I would receive a reply within
2 business days but none came until about a week later.

Since then, it has been like pulling teeth to get ANY response from MS.
Their first couple of attempts to resolve the issue failed and then the
support technician assigned to the case "disappeared" where I didn't hear
from him for 4 weeks. I kept emailing him until I finally received a reply
from another technician who explained that the case had been escalated and
that he would be looking after me from now on.

Well, I had one message from him and now, some 5 weeks later, I am back at
square one with no responses from MS whatsoever.

How do I go about getting real support?

--
And loving it,

-Qu0ll (Rare, not extinct)
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[Replace the "SixFour" with numbers to email me]

 

[zachd [MSFT]]

What's the SRX incident number?

 

[Qu0ll]

What's the SRX incident number?

SRX1069237461

--
And loving it,

-Qu0ll (Rare, not extinct)
_________________________________________________
(e-mail address removed)
[Replace the "SixFour" with numbers to email me]

 

[zachd [MSFT]]

I don't see that in the system, but that may be because it's still active.

Perhaps if you described the overall problem... ? I only see one previous
post from you, about a machine getting slower and slower everyday, which
implies that something that you are/were running is hogging
memory/resources.

Since this is free support, and you're likely one of 'N' for this person,
it's entirely possible that you're in the queue and they're merely off
investigating this more in depth and don't have anything of great value to
say at this time. It kind of takes courage to say "Looking at it, please
keep waitin'" -- while that's a perfectly valid response, a lot of people
tend to disrespect that as we tend to expect miracles from everybody. (The
best thing I ever learned was to realize upfront how little I know.) Since
it's still apparently an open issue, that implies that they are indeed
looking at it, but perhaps are waiting on someone else for more information.
=\

--
Speaking for myself only.
See http://zachd.com/pss/pss.html for some helpful WMP info.
This posting is provided "AS IS" with no warranties, and confers no rights.
--

What's the SRX incident number?

SRX1069237461

--
And loving it,

-Qu0ll (Rare, not extinct)
_________________________________________________
(e-mail address removed)
[Replace the "SixFour" with numbers to email me]

 

[Qu0ll]

I don't see that in the system, but that may be because it's still active.

I certainly hope it is.

Perhaps if you described the overall problem... ? I only see one previous
post from you, about a machine getting slower and slower everyday, which
implies that something that you are/were running is hogging
memory/resources.

The problem with the machine slowing over time has been resolved.

The problem that I am having now is with System Restore. I find that
restore points only hang around for about a day and are then deleted.
Occasionally they will last a few days and then suddenly all of them will
disappear at once. It means that System Restore is not usable on this
machine. It's not because the 15% of disk space is filling up as I have
hundreds of free gigabytes.

--
And loving it,

-Qu0ll (Rare, not extinct)
_________________________________________________
(e-mail address removed)
[Replace the "SixFour" with numbers to email me]

 

[zachd [MSFT]]

Give it another week - if you haven't heard back, email the name to me at
zachd at microsoft dotty com and I'll ping him on that SRX and ask him to
politely at least send a "Wow This Issue Takes A Long Time To Investigate"
mail or somesuch. =\

--
Speaking for myself only.
See http://zachd.com/pss/pss.html for some helpful WMP info.
This posting is provided "AS IS" with no warranties, and confers no rights.
--

I don't see that in the system, but that may be because it's still
active.

I certainly hope it is.

Perhaps if you described the overall problem... ? I only see one
previous post from you, about a machine getting slower and slower
everyday, which implies that something that you are/were running is
hogging memory/resources.

The problem with the machine slowing over time has been resolved.

The problem that I am having now is with System Restore. I find that
restore points only hang around for about a day and are then deleted.
Occasionally they will last a few days and then suddenly all of them will
disappear at once. It means that System Restore is not usable on this
machine. It's not because the 15% of disk space is filling up as I have
hundreds of free gigabytes.

--
And loving it,

-Qu0ll (Rare, not extinct)
_________________________________________________
(e-mail address removed)
[Replace the "SixFour" with numbers to email me]

 

[Qu0ll]

Give it another week - if you haven't heard back, email the name to me at
zachd at microsoft dotty com and I'll ping him on that SRX and ask him to
politely at least send a "Wow This Issue Takes A Long Time To Investigate"
mail or somesuch. =\

No need - I received another reply today so all is well again. I just hope
they keep in touch this time. Apparently he was indeed further researching
the problem and there was some confusion over email addresses so I withdraw
the complaint and apologise for getting upset

--
And loving it,

-Qu0ll (Rare, not extinct)
_________________________________________________
(e-mail address removed)
[Replace the "SixFour" with numbers to email me]