Feeds

I work for MS but even I struggle to get a hot-fix

Redmond man in online support purgatory

Secure remote control for conventional and virtual desktops

Obtaining a hot-fix from Microsoft is far from easy, even if you work for the software giant. That's what Microsoft Developer Solutions group manager Josh Ledgard discovered when he tried to obtain a software patch for Visual Studio 2005 to correct performance problems he was experiencing.

The subsequent trail of woe - documented in full by Ledgard in a blog posting here - saw him embark on a four and half hour odyssey of poor online customer support. At points during the journey, Ledgard was erroneously asked to submit credit card data and forced to deal with broken links, incomplete advice, and failed downloads. The problem took 260 minutes to resolve from start to finish and an estimated 90 minutes of Ledgard's time, not including the time it took to write-up his problems.

Hopefully Steve Ballmer won't see the article since Ledgard writes that he was only able to find the Microsoft knowledge base article relevant to his problem using arch-rival Google's search engine.

It's only fair to point out that Ledgard's colleagues who called up Microsoft product support were able to resolve the same issue within 30 minutes. Still, the frustrations experienced by Ledgard give a salutary lesson that Microsoft's online product support is mediocre, at best, and will surely strike a chord with many long-suffering sys admins.

As Reg reader TJ (who we're grateful for giving us the heads up on Ledgard's hot-fix woes) notes; "I wonder how many don't apply hotfixes simply because of the hoops and turns we have to go through online." ®

Top 5 reasons to deploy VMware with Tegile

More from The Register

next story
Preview redux: Microsoft ships new Windows 10 build with 7,000 changes
Latest bleeding-edge bits borrow Action Center from Windows Phone
Google opens Inbox – email for people too thick to handle email
Print this article out and give it to someone tech-y if you get stuck
Microsoft promises Windows 10 will mean two-factor auth for all
Sneak peek at security features Redmond's baking into new OS
UNIX greybeards threaten Debian fork over systemd plan
'Veteran Unix Admins' fear desktop emphasis is betraying open source
Google+ goes TITSUP. But WHO knew? How long? Anyone ... Hello ...
Wobbly Gmail, Contacts, Calendar on the other hand ...
DEATH by PowerPoint: Microsoft warns of 0-day attack hidden in slides
Might put out patch in update, might chuck it out sooner
Redmond top man Satya Nadella: 'Microsoft LOVES Linux'
Open-source 'love' fairly runneth over at cloud event
prev story

Whitepapers

Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.