The evolution of customer support


          2000 – You call their customer support. “Wait a second – did you actually install an application after installing our sound card? We don’t support this configuration. <hang>” (and that guy will likely get promoted for solving most support calls in record time).


          2001 – You call their customer support. Nobody answers because the company is out of business due to the .com fallout.


          2002 – You call their customer support. But you get someone with a think non-English accent which keeps asking you about completely unrelated stuff.


          2003 – You finally figure out that if you put your problem on the newsgroups you will get help.


          2004 – You complain about the problem in your blog, and you eventually get suggestions in comments section.


          2005 – You complain about the problem in your blog, get instant notoriety, and wait for someone from that company to reply in the comments section 🙂


          2006 – You post a video on YouTube with your problem, get instant notoriety, and wait for someone from that company to reply in the comments section.


 


An example in the last category: Here is a guy describing his problem with the Xbox 360 wireless headset.


 


http://www.joystiq.com/2006/12/09/todays-hottest-game-video-360-headset-woes/


 


Today’s most-watched YouTube game video shows a gamer who is unable to connect his original Xbox 360 controller and Wireless Headset together on channel one. The demonstration implies that this is a widespread issue with no fix yet from Microsoft, although we haven’t had any issues.

The gamer shows the process of activating the headset and having a conflict with his original controller. He then repeats the steps with a new, extra controller and has no problem.

It’s like the I-Team without having to sit through the rest of the made-up local news. See the video after the break.


 


I don’t know the solution to his problem, but I notified the XBox team anyway…  I hope that they will respond!


 


[Submit this story to digg.com]


 


P.S. By the way, for any problems, please call the Microsoft support – they provide an excellent service, (as they always did), won’t hang on you :-), and if it is our problem, the call is free.]  


 

Comments (2)

  1. tzagotta says:

    >>By the way, for any problems, please call the Microsoft support – they provide an excellent service<<

    I called Microsoft Support last week because I was having a Vista installation issue. They did an excellent job in solving my problem, which turned out to be bad DVD media. I was very impressed with the high level of professionalism and their willingness to do everything possible to make sure that my problem was solved.

  2. M3 Sweatt says:

    More info on contacting Microsoft support can be found on http://blogs.msdn.com/mthree/archive/2006/11/12/seattle-times-via-phone-ms-is-worse-than-2005-but-better-than-many.aspx and directly on http://support.microsoft.com/oas/default.aspx?ln=en-us&prid=8430&gprid=37012.

    Here’s a quick lilst of the direct support numbers depending upon where you fall:

    – Certified Partner (888) 677-9444

    – Developer (800) 936-5800

    – ITPro (800) 936-4900

    – Original Equipment Manufacturer (800) 936-2197

    – Partner (resellers or consultants) (888) 456-5570

    – Small or Home Business (800) 936-4900  

    – System Builder (888) 456-5570  

    – TDD/TTY (800) 892-5234

    US Hours for Phone (Pacific Time): Monday – Friday 6:00 A.M. – 6:00 P.M.

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