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Turning one's mirror on oneself

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I was in in Brisbane overnight for the Synnex reseller roadshow (lots of interest in SBS 2008) & so was flying back to Sydney this morning.

What followed was three very annoying examples of customer non-service, all of which have me vowing never to use that airline, that telco or that parking service again.

Anyway, as I was writing my carefully crafted letter of complaint to Optus (oops, did I say that?), it struck me that I really shouldn't throw rocks before checking if my own house is still made of glass.

So with this in mind - how has Microsoft's customer service been of late?

Whilst I can only really talk to & try & fix up the SBS side of things, as an 8yr company man I'd be interested in hearing your thoughts - the good, bad & ugly - on the following:

  • What's it like when you call the Partner hotline on 13 20 58?
  • How quickly & professionally are complaints dealt with?
  • Do our distributors know enough about SBS & Server in general?
  • Have our licensing communications & procedures improved or deteriorated?
  • If you have an account manager, how well do they support your business?
  • Does the website match what you hear from us when you call?
  • Overall - do we actually help or hinder your business?

Feedback in the comments section or direct to me on rupcroft@microsoft.com

Robbie

Comments

  • Anonymous
    January 01, 2003
  • Overall - great.
  • Ha! Depends on the silo you reach. Not quick and no consistent process.
  • Depends on disty rep. Generally no.
  • Well I've found the Eric Ligman blog. Does that count? :-)
  • N/A
  • Somewhere in the middle. To be honest people like yourself, Nick, Wendy, etc do a fantastic job. But you are constrained by how much you can actually help. The silo structure of helpdesk also makes it very difficult for frontline staff to take ownership of a problem and follow it through to completion.