Comment by johnsea | Hacker News Reader

Comment by johnsea | Hacker News Reader

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> This is the difference between Google and Amazon.

As an anecdote I had a good experience with Microsoft too.

Issue: standalone MS Office 2019 didn't show the update button, didn't find something online. Called support thinking, oh no, but it was pleasant:

  - after quick waiting period contact with representative
  - one or two min. standard talk then support concluded there was an issue indeed
  - on hold for one or two minutes
  - then problem was fixed via remote app, didn't take long

Left me with a very positive feeling for Microsoft.

When I reported a bug in a backend component of Power BI I was called by Microsoft to collect data about the problem and got updates from support until it was fixed over the next 3 weeks. That was very satisfying because I knew something was being done about it and it wasn't sitting in a bug tracker indefinitely.

The only thing I disliked was that support tried to call my office at 3 am and then was confused I wasn't there even though I had to enter my timezone in the support form.

I once reported a bug in Visual Studio community edition. One or two weeks later, a developer (I think) remote logged in to my PC to troubleshoot what was happening. The next update had a fix for the issue.

I'm currently dealing with a MS support case, and it's one of the most painful support cases I've ever opened. I'm going on (hour long) call #3 in a few minutes, and MS still won't even admit there's a problem.

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