I don't know what service you are referring to that MSFT doesn't provide.
MSFT long ago at the highest levels made the decision that as far as
sub-enterprise phone support they would just run it into the ground with
little regard for their customers in the context of PSS and it shows.
They do provide a phone support service and the quality is such that if it
were practiced in my profession and many others, a lot of people would get
hurt badly. It's not manned by MSFT but it's mandated by their business
heads that wants to save money by getting the cheapest level of help from a
company contracted to do it called Convergys of Ohio based in Cinncinaiti
Ohio, a town on the Ohio River, and then outsourcing it to predominantly to
large cities in India. Their executive teams at every level are aware of
this support, and they have opted to let it run itself into the ground.
MSFT consciously exercises no quality control over this service for Office
and its 26 or so applications in Office "Systems" from Dallas or from
Redmond for the Windows OS and other software.
I'm aware that many terrific Indian engineers are at MSFT throughtout the
Vista and other software teams, just as many Indian families have excelled
at the top in Americans schools at every level, and that MSFT research has
many Indian personnel and this isn't an ethnic comment, it's a geographical
one and an economic one. I'm aware that MSFT sent a longtime Indian member
of MSFT Research to head up MSFT Research India, and again we're talking
different planets of talent.
I can understand almost any fragment of attempt at English, but I think
these personnel employed at the convergys call centers for MSFT present a
tremendous challenge in understandinng their English and my Indian neighbors
say it is far from the level of English they would expect from them.
Minimum waged butts in seats that I've tested many times provide a much
poorer level of support than we do for MFST for free here.
This is one of the taboo subjects that no one from MSFT ever wants to
discuss, pretending it doesn't exist. It is certainly like much tech
support via phone, a compelling incentive to get yourself into the position
where you don't need tech support from my point of view.
So if you would divulge your problem that is not solved, some of us might be
able to take a swing. The newsgroups are a far richer area of support for
MSFT customers for MSFT products, and they are open 24 X7.
You won't ever see any one from MSFT jump in to defend this phone support
contracted by MSFT to Convergys, or any MVP who knows it because it is not
defensible. It almost begs the question why does Convergys have this kind
of control over MSFT?
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