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sodeep
Master Smack Fu Yak Hacker
7174 Posts |
 Posted - 2008-04-03 : 23:02:29
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| Today called microsoft for some production issues. The guy didn't look experienced and wasted my 3 hours of time without resolution. Why do they hire guys who doesn't have really good experience? Anyone have similar experience. I suppose microsoft employees should be really expert ? Right .Any thoughts. |
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tkizer
Almighty SQL Goddess
38200 Posts |
Posted - 2008-04-03 : 23:33:38
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| The first level of support is typically hard to work with. They don't seem to know much except to search their knowledge base for your particular error/problem. If you are able to get someone higher up in the chain though, it's quite good support.Often times I get someone who I can't even understand what they are saying due to a thick accent. I don't have any problem working with someone whose first language isn't English, but I do need to talk to someone who is understandable when I'm working on production! One time I had to have the guy email me what he was saying as I couldn't understand him even after he repeated himself several times. I've probably opened about 100 cass over the years, so I've dealt with them quite a bit. For the most part, they have helped me fix our problem but it's rarely done very fast. My biggest gripe about the whole thing is how long you have to wait on hold. I've been on hold for about an hour before!Tara KizerMicrosoft MVP for Windows Server System - SQL Serverhttp://weblogs.sqlteam.com/tarad/ |
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sodeep
Master Smack Fu Yak Hacker
7174 Posts |
Posted - 2008-04-03 : 23:45:07
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| [quote][i] One time I had to have the guy email me what he was saying as I couldn't understand him even after he repeated himself several times. HAHAHA Tara. you are right. |
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X002548
Not Just a Number
15586 Posts |
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AndrewMurphy
Master Smack Fu Yak Hacker
2916 Posts |
Posted - 2008-04-04 : 10:45:57
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| "PR".....last post 1 Apr.http://www.sqlteam.com/forums/topic.asp?TOPIC_ID=99524 |
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tosscrosby
Aged Yak Warrior
676 Posts |
Posted - 2008-04-04 : 14:13:47
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| I posted something on his website and received an automated response stating Paul and staff were conducting training in Iceland for a week. I think he just returned this week. My dealings with MS are pretty much as has been stated. A couple of hours on the phone, (depending on the time of day, the thick accent) but I always receive a resolution to my issue. Maybe not always within the time constraints that I'd prefer but always an answer. I've only opened 5-6 calls with them for SQL so maybe the law of averages will catch up with me!!Terry |
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sodeep
Master Smack Fu Yak Hacker
7174 Posts |
Posted - 2008-04-04 : 14:25:38
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| Yes Tara!! I have to go for higher level of Support for fast help. They make you wait for long time coz they have to check in forum (maybe SQLTeam.com or others ) and get reply so they can give resolution. I wasn't satisfied with their support yesterday.Is here any Microsoft People who can look at these issues? Becoz all these issues are production? |
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tkizer
Almighty SQL Goddess
38200 Posts |
Posted - 2008-04-04 : 16:07:47
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| Perhaps you could create a new thread in the Admin forum about what issues you are having in production.Tara KizerMicrosoft MVP for Windows Server System - SQL Serverhttp://weblogs.sqlteam.com/tarad/ |
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eyechart
Master Smack Fu Yak Hacker
3575 Posts |
Posted - 2008-04-04 : 16:46:44
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| if you aren't getting helped by the support guy from microsoft, escalate the call. Don't worry about hurting somebody's feelings.we have a premier agreement at work, and I routinely get our TAM involved when i don't feel we are getting the level of service we deserve (or are paying for).-ec |
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sodeep
Master Smack Fu Yak Hacker
7174 Posts |
Posted - 2008-04-04 : 17:04:42
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| What is TAM eyechart? Thats what we are doing . |
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tkizer
Almighty SQL Goddess
38200 Posts |
Posted - 2008-04-04 : 17:41:23
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| If you are a Premier customer, then you have a TAM. It's your MS respresentative.Tara KizerMicrosoft MVP for Windows Server System - SQL Serverhttp://weblogs.sqlteam.com/tarad/ |
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eyechart
Master Smack Fu Yak Hacker
3575 Posts |
Posted - 2008-04-04 : 19:19:39
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quote:
Originally posted by sodeep
What is TAM eyechart? Thats what we are doing .
technical account manager.-ec |
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