Spend $259.00 -- Get Nothing

Posted By: earnshaw | Sep 14th @ 7:12 PM
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Comments: 6 | Views: 718
#Sep 14th @ 7:12 PM
earnshaw
earnshaw
Jack Sleeps

Is Microsoft capable of distinguishing between a bug report and a request for support?  Not in my experience.

#Sep 14th @ 10:19 PM
dahat
dahat

Let me first begin by saying that I speak with zero authority on this despite the logo at the bottom right of this post and the name at the upper left of my paycheck... I speak simply from what I'd always heard prior to joining so very well could be wrong.

 

It has been my impression though that calls to Microsoft Product Support (who I assume you called)... if the issue you are having turns out to be a genuine bug in the product you are dealing with, that they will refund the support cost.

 

If you could give some more details of the problem and what you experienced it would be far easier to know where to go from here or what your options are.

#Sep 14th @ 10:34 PM
magicalclick
magicalclick

Why not just Bing it? A lot of answers can be fond on the net. Looks like you are not a IT since you are paying for it. If you are just regular user, you should go to Geek Squad or Frys first anyway. Paid MS support is mainly for lisenced services, like Dynamics and Windows Servers. I am not sure if we paid for it or not, we paid the lisence monthly, but I don't care, I was just an employee ahah.

 

 

#Sep 15th @ 7:11 AM
Harlequin
Harlequin
http://twitter.c​om/TrueHarlequin

"Why not just Bing it"

 

There are things like vendor-only hotfixes that you just can't find on the web unless you know the right people.

#Sep 15th @ 1:24 PM
GoddersUK
GoddersUK
I CAN has cheezburger and you CAN'T has stop me!

Am I missing something because this thread begins "

earnshaw
earnshaw
Jack Sleeps
Download:[Pending]

Is Microsoft capable of distinguishing between a bug report and a request for support?  Not in my experience"

 

On my end....

 


#Sep 15th @ 1:26 PM
CannotResolveSymbol
CannotResolveSymbol
{insert caption here}

Earnshaw never provides context for his posts.  Everyone here is assuming he's referring to Microsoft's paid phone support not being able to help him (essentially acting as a paid bug report).

#Sep 16th @ 1:54 AM
fknight
fknight

At my last job of ten years, we didn't have any sort of support agreement, so we called MS Product Support for our servers (Windows, Exchange, etc) on a per incident basis  (if I recall correctly, $249 or $259 per incident).

 

In the ten years I was there, we contacted PSS a total of 13 times and paid for exactly *one* of those calls and they weren't even all because the issue was the result of a bug -- sometimes it was the result of a knowledge base article which was unclear or incorrect.  Twice they even made the call complimentary because the program they use to enter credit card information was down.

 

Generally, in my humble experience, we were never charged if all troubleshooting steps necessary were performed and documented prior to calling.  It seemed to me that as long as it wasn't user error or a lack of troubleshooting steps on our part, they generally helped us out for no cost -- and even followed up on fixes when resolution implementation required multiple days.

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