Feeds

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

Redmond man in online support purgatory

Remote control for virtualized 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." ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Nexus 7 fandroids tell of salty taste after sucking on Google's Lollipop
Web giant looking into why version 5.0 of Android is crippling older slabs
Bada-Bing! Mozilla flips Firefox to YAHOO! for search
Microsoft system will be the default for browser in US until 2020
Be real, Apple: In-app goodie grab games AREN'T FREE – EU
Cupertino stands down after Euro legal threats
Download alert: Nearly ALL top 100 Android, iOS paid apps hacked
Attack of the Clones? Yeah, but much, much scarier – report
SLURP! Flick your TONGUE around our LOLLIPOP – Google
Android 5 is coming – IF you're lucky enough to have the right gadget
Microsoft: Your Linux Docker containers are now OURS to command
New tool lets admins wrangle Linux apps from Windows
prev story

Whitepapers

Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Getting started with customer-focused identity management
Learn why identity is a fundamental requirement to digital growth, and how without it there is no way to identify and engage customers in a meaningful way.
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?
Reducing the cost and complexity of web vulnerability management
How using vulnerability assessments to identify exploitable weaknesses and take corrective action can reduce the risk of hackers finding your site and attacking it.
Top 5 reasons to deploy VMware with Tegile
Data demand and the rise of virtualization is challenging IT teams to deliver storage performance, scalability and capacity that can keep up, while maximizing efficiency.