Where can I report a bad experience with Microsoft support staff?

[Guest]

A week ago I spent nearly five hours on a toll phone call that I paid for,
with a Microsoft technician that I could hardly understand. When it came
close to the end of shift for this person, he indicated that he would have to
research the case further and send me an e-mail regarding my issue. The next
day I received a generic e-mail saying that he closed the case and provided
me with links to the Knowledgebase (that I already exhaustively researched)
with an e-mail address for his manager if I was unhappy with the support.
Needless to say, I sent his manager a detailed e-mail and now a week later,
I'm still waiting to hear back from him and/or the original support person.
I'm out the cost of the phone call and I'm still waiting for support that I'm
entitled to with my purchase of Windows XP Professional version with SP2.
I've searched Microsoft's site for an e-mail address to make a complaint so
that this type of problem would not occur again for myself or other support
contacts, but I have not been able to find any. I did find a page on
Microsoft's corporate site about their commitment to excellence and
accountability and "passion for customers", but I've yet to experience this.
I hope someone from Microsoft who has this passion will read this e-mail and
try to help with my problem soon.

 

[Joseph Meehan]

A week ago I spent nearly five hours on a toll phone call that I paid for,
with a Microsoft technician that I could hardly understand. When it came
close to the end of shift for this person, he indicated that he would have
to research the case further and send me an e-mail regarding my issue. The
next day I received a generic e-mail saying that he closed the case and
provided me with links to the Knowledgebase (that I already exhaustively
researched) with an e-mail address for his manager if I was unhappy with
the support. Needless to say, I sent his manager a detailed e-mail and now
a week later, I'm still waiting to hear back from him and/or the original
support person. I'm out the cost of the phone call and I'm still waiting
for support that I'm entitled to with my purchase of Windows XP
Professional version with SP2. I've searched Microsoft's site for an
e-mail
address to make a complaint so that this type of problem would not occur
again for myself or other support contacts, but I have not been able to
find any. I did find a page on Microsoft's corporate site about their
commitment to excellence and accountability and "passion for customers",
but I've yet to experience this. I hope someone from Microsoft who has
this
passion will read this e-mail and try to help with my problem soon.

I feel for you. This happens far to often.

I suggest three places.

1. Bill Gates at Redmond WA
2. You local congressman and senators (assuming you are US)
3. Your retail source for hardware and Microsoft software.

Tell your retailer you want to buy from a vendor who will support the
product they are selling because you don't trust MS to do it.

 

[Carey Frisch [MVP]]

This is a "peer-to-peer" newsgroup and you will not find
too many Microsoft employees posting. Your best bet
is to define your problem and post it to this newsgroup
and you'll likely get some assistance.

How to Make a Good Newsgroup Post
http://www.dts-l.org/goodpost.htm

--
Carey Frisch
Microsoft MVP
Windows XP - Shell/User

Be Smart! Protect Your PC!
http://www.microsoft.com/athome/security/protect/default.aspx

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:

| A week ago I spent nearly five hours on a toll phone call that I paid for,
| with a Microsoft technician that I could hardly understand. When it came
| close to the end of shift for this person, he indicated that he would have to
| research the case further and send me an e-mail regarding my issue. The next
| day I received a generic e-mail saying that he closed the case and provided
| me with links to the Knowledgebase (that I already exhaustively researched)
| with an e-mail address for his manager if I was unhappy with the support.
| Needless to say, I sent his manager a detailed e-mail and now a week later,
| I'm still waiting to hear back from him and/or the original support person.
| I'm out the cost of the phone call and I'm still waiting for support that I'm
| entitled to with my purchase of Windows XP Professional version with SP2.
| I've searched Microsoft's site for an e-mail address to make a complaint so
| that this type of problem would not occur again for myself or other support
| contacts, but I have not been able to find any. I did find a page on
| Microsoft's corporate site about their commitment to excellence and
| accountability and "passion for customers", but I've yet to experience this.
| I hope someone from Microsoft who has this passion will read this e-mail and
| try to help with my problem soon.