Microsoft Technical Support faltering

Microsoft Technical Support is becoming a bit of an oxymoron these days.

We had a client recently that tried to get help from Microsoft Technical Support for the problem of Windows Update not being able to run.

In attempts to handle the problem, I believe a total of 10+ hours were spent on the phone with these Microsoft Technical Support guys. (Note that I did NOT say technicians - they are ’script-readers’ not technicians.)

When we came in to handle the problem, we did a bit of research and found the answer on Microsoft’s website support knowledge base… Problem handled in 1/2 hour.

My suggestion to ANY software or hardware comanpy? If you REALLY give a hill-o-beans about your customers, hire real technicians - even if you have to train them. Probably better to train them anyway because then they’ll do it YOUR way.