Recently we posted a Dell tech support chat in which the Dell rep cut the call short by blaming windows for a (probable) hardware issue, claiming a Windows Vista Upgrade was “third party software.” Oddly, it seems that Microsoft likes to pull the same trick on Dell owners.
Every time reader Jered updates his Windows Media Center PC bad things happen. Codecs are deleted. The DVD player menu doesn’t work. Finally, the sound stopped working completely. Since it was the Windows Update that seemed to be causing the problems, Jered called Microsoft. They tried to pawn him off on Dell, then reluctantly agreed to call him back in 24 hours before hanging up on him. From Jered’s blog:
When I asked my customer service rep at Microsoft – who just happened to be in Bangalore, I’m sure – if it was really truly right that Dell was responsible for customer service on Microsoft’s updates, she had no response. Finally, she said, ‘well, seeing as this is an update issue, I’ll give you a case number and get you free customer service.” Wow. Supporting your own update. How generous.
I explained the issue, at which point she realized that she needed to transfer me to the Media Center technical support team. In what I can only describe as her not being able to figure out how to transfer me, she gave up and told me that I would have to wait for a “call back” which she said meant that I “have to wait at least 24 hours” to receive. At least? What, is there some Microsoft rule that one cannot solve customer’s problems in a timely manner. After all, if one were to start producing products with great customer service, the customers would come to expect excellence… and we don’t want that.
She gave me a case number, then asked, “Is there anything else I can help you with?” I responded, “yes.” I began to tell her my problem with the dvd-menu at which point she interrupted and said “lets just take care of this problem first,” by which I thought she meant, lets close this case, and open a new one for this other issue. Ha! There I go again, expecting Microsoft to stand behind their products. She closed the case, told me to wait for the callback, then asked again if she could help me with anything else. I said, “just the dvd problem.” She responded, “Thank you for calling Microsoft, have a nice day,” and hung up. Me? I’m still in awe of the blatant disregard.
My, that was rude. Anyone want to set odds on Microsoft calling back? —MEGHANN MARCO