The fail of support

On July 12, 2015, in news, by susan

http://www.businessinsider.com/microsoft-ceo-satya-nadella-responded-to-azure-support-cry-from-tiny-startup-2015-7#

So some are saying how cool this is that Satya Nadella stepped up and helped to support this customer.  I see this as a failure of support and I’m guessing that it’s a failure of forum support.  With Azure you have to purchase a support case or you post into the MSDN forum.

http://azure.microsoft.com/en-us/support/plans/
http://azure.microsoft.com/en-us/support/forums/

Bottom line it never should have taken an email to the top.  This should have been totally handled by support.  But I’m not convinced that the customer opened an Azure support case because in my experience with IT pro cases, they call you back and want to work on it as they have a mandate to work on it or close it.  I’m guessing this was forum support where there’s no guarantee of any sort of response time.

 

 

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