What Are You Doing Right Now
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@Minion-Queen said:
Wow. Never had that much trouble with MS support.
Nor have I... actually getting the replacement Surface was super easy... now that I am trying to configure it I'm having trouble.
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@thanksaj said:
@coliver said:
Just got off the phone with Microsoft support... got a new/refurb Surface Pro on warranty from them... was shipped with a broken image and a banned key... now I can't activate it and the first tier person basically accused me of pirating Windows and told me some of the punishments that could come along with it... They were flabbergasted when I told them the device (and image) were directly from Microsoft.
Makes me wish we had a volume license agreement for Windows...
Wow...India support?
Not as far as I could tell... the accent sounded Latin American. Although not sure if they have a call center in that area. Last time I talked to MS Support I got the Miami call center which was great.
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@coliver said:
@thanksaj said:
@coliver said:
Just got off the phone with Microsoft support... got a new/refurb Surface Pro on warranty from them... was shipped with a broken image and a banned key... now I can't activate it and the first tier person basically accused me of pirating Windows and told me some of the punishments that could come along with it... They were flabbergasted when I told them the device (and image) were directly from Microsoft.
Makes me wish we had a volume license agreement for Windows...
Wow...India support?
Not as far as I could tell... the accent sounded Latin American. Although not sure if they have a call center in that area. Last time I talked to MS Support I got the Miami call center which was great.
Hmmm, I've always had to deal with India. Then again, only time I ever call MS is when I have an activation issue. Most of the time I work it out via the automated system, but the guys I get when that doesn't work are always in India...
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@thanksaj said:
Wow...India support?
And this matters how?
I've rarely had issues with a tech from any region when you do not try to force them out of their training.
Mass support is layered in tiers for a reason. The initial question and reboot process really is NOT known by the masses. It does not matter where the person is sitting. You break their training and you are going to get shit for support.
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@thanksaj said:
Hmmm, I've always had to deal with India.
Really with a country? I don't know any diplomats myself. good on you.
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@JaredBusch said:
@thanksaj said:
Wow...India support?
And this matters how?
I've rarely had issues with a tech from any region when you do not try to force them out of their training.
Mass support is layered in tiers for a reason. The initial question and reboot process really is NOT known by the masses. It does not matter where the person is sitting. You break their training and you are going to get shit for support.
I disagree. You can still provide good customer service if you're outside your training. The problem with India support vs most other support is that if you deviate even one hair from their script, they are clueless. The general troubleshooting skills and other basic break/fix skills required by other countries of even the most basic helpdesk worker seems to be foregone in India support. But that's neither here nor there in terms of the original conversation.
/rant
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@JaredBusch said:
@thanksaj said:
Hmmm, I've always had to deal with India.
Really with a country? I don't know any diplomats myself. good on you.
Is there a point to this? You knew full well what I meant by that.
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@thanksaj said:
@JaredBusch said:
@thanksaj said:
Hmmm, I've always had to deal with India.
Really with a country? I don't know any diplomats myself. good on you.
Is there a point to this? You knew full well what I meant by that.
Yes, there was. You are being a complete ass and playing into stereotypes about a system that you have no experience in dealing with other than as a user**.
The internet in general, and this forum specifically, is multi-national.
**I could be wrong, but in your vast sea of skills obtained at Staples and then jobs you hold for less than half a year, have you picked up skill managing remote workers form a country different than your own?
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@JaredBusch said:
@thanksaj said:
@JaredBusch said:
@thanksaj said:
Hmmm, I've always had to deal with India.
Really with a country? I don't know any diplomats myself. good on you.
Is there a point to this? You knew full well what I meant by that.
Yes, there was. You are being a complete ass and playing into stereotypes about a system that you have no experience in dealing with other than as a user**.
The internet in general, and this forum specifically, is multi-national.
**I could be wrong, but in your vast sea of skills obtained at Staples and then jobs you hold for less than half a year, have you picked up skill managing remote workers form a country different than your own?
I've worked with Indian coworkers before. This isn't just experience from me calling this company or that company for support. I had a company I worked for that I was the US helpdesk. Everyone else was in India, so my comments are based on firsthand experience, not just support calls scattered over time. Besides, all rules have exceptions. One of the best QA people I've ever seen is an Indian gentleman, who I also used to work with. I still chat with him from time to time. Incredibly brilliant and intelligent individual. However, that is sadly not the rule, but rather the exception. People play that "you're being stereotypical" card all the time. The fact is that a vast majority of stereotypes are true. For example, you're stereotyping that because I'm young, what you consider inexperienced, and from what you know haven't worked any one job for an extended period of time (which isn't true), you seem to feel I'm not qualified to make the statement I did. So how does that make you any better than me?
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After 3 hours on the phone with a Microsoft rep... this time from India and California... it was determined that I will need to send the device back in (I just got it last Wednesday at 4:30) and wait 8 days for a replacement... oh joy...
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boy, at this point you should be getting expedited shipping...
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@Dashrender said:
boy, at this point you should be getting expedited shipping...
Agreed. If this is their screw-up, which it is, then they need to make it right, and not over the course of 8 days...
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@Dashrender said:
boy, at this point you should be getting expedited shipping...
That's what I said... They do offer advanced delivery but that is 3-5 days still.... Which would normally be fine, but the user is leaving on a 9 day trip on Wednesday. Thankfully I have a desktop-replacement laptop that he can use for the time being, but getting on an airplane with that vs. a Surface is just nuts.
I've been considering it for awhile now but this may be the clincher for doing a different hybrid device instead of the Surface.
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@thanksaj said:
You got a puppy @scottalanmiller ?!
No, we were hanging at the in-laws. They got it a week ago.
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@Minion-Queen said:
Monday after holiday weekend = I NEED MORE COFFEE!!!
What a crazy day it has been. Drove all morning and the phone was ringing as I walked in the door and I've been on the phone continuously for 4.25 hours now. That was exhausting.
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@thanksaj said:
First day at the new job...had to wake up before 7 this morning... not that I've slept for days anyways...
How did it go?
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@Minion-Queen said:
Very quiet around here today. Is everyone getting back into the groove after a long weekend?
That's because WE are all on the phone instead today!
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@thanksaj said:
Hmmm, I've always had to deal with India. Then again, only time I ever call MS is when I have an activation issue. Most of the time I work it out via the automated system, but the guys I get when that doesn't work are always in India...
How do you know that it was India? Rarely do they tell you.
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@thanksaj said:
I disagree. You can still provide good customer service if you're outside your training.
Training does not equal script. They are rarely allowed to deviate from script. Doesn't matter what they are capable of.
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@coliver said:
@Dashrender said:
boy, at this point you should be getting expedited shipping...
That's what I said... They do offer advanced delivery but that is 3-5 days still.... Which would normally be fine, but the user is leaving on a 9 day trip on Wednesday. Thankfully I have a desktop-replacement laptop that he can use for the time being, but getting on an airplane with that vs. a Surface is just nuts.
I've been considering it for awhile now but this may be the clincher for doing a different hybrid device instead of the Surface.
This is definitely a selling point for iPad. Microsoft is not an enterprise hardware vendor, neither is Apple. But Apple Stores give same day service, all over the world. HP or Dell would have a device there later today or tomorrow. Microsoft is setup to deal with consumers and only consumers. They don't have an enterprise hardware product, so all of their logistics are based around home user needs.
