Expensive office music - calling Microsoft PSS
So this morning I called Microsoft's Professional Support Services to look for help with my IAS extension problem on SBS. After 2 hours of being on hold with the networking group, it appears I have bounced around in the SBS group, the SDK group and finally now to the "Microsoft Development Team". And that requires someone to call me back in 24 to 48 hours. *sigh*
Meanwhile, for two hours I listened to 70s disco music, peppered with some country and weird early 80s music. I guess I shouldn't complain... as it could have been some Bollywood tunes that I wouldn't have quite understood.
All I want to do is load an extension DLL in IAS on SBS. Why is this so hard. *sigh*
Well, off to do some work on the web service while I wait.
Comments
Hello. I can understand the frustration you felt when you were waiting in the queue for 2 hours but I'll have to explain you a few things so you are not hostile about it anymore.
How would you feel if you were not completely satisfied and your company was down, and microsoft told you "we have others waiting in the line so we can not be on the phone with you for hours"? You probably wouldnt like it. When Microsoft gets on the phone their prime concern is to satisfy the admin they are assisting (completely).
You were bounced around into different teams for your betterment. You would "never" be bounced around if an engineer was 100% certain of what he is doing. The engineer would find someone who knows more about your issue.
Take this in consideration. You call in for Exchange Server support because you can not download OAB. The engineer you speak to might know about exchange a lot but not much about OAB and its internal process. SO he would get another team invovled who knows the process of download OAB...Then that engineer may get another one who knows the code used to download OAB...that engineer may even get a developer to come and debug your program. It could go to such an extent that just to resolve your problem the engineer may end up speaking to the programmer who wrote the code for OAB and he can tell us why his code is not working. Getting hold of various people takes a long time but it confirms that you get a solution. That is why you waited 2 hours in the queue, that is why you are put on hold for long times, that is why you were bounced around.
Remember, this is a server not home PC. You mess up something you loose your job. So you rather wait 2 hours, or loose your job forever. Pick your choice? :)
you said " All I want to do is load an extension DLL in IAS on SBS. Why is this so hard. *sigh* "
Well, if it was that easy I'm sure you could have fixed it on your own while waiting for two hours. You could have searched online for resources, but it must not be that easy if you call PSS :)
How do I know all this? I work for Microsoft in the CPR group.
Take care
bye!
Posted by: PSS | October 28, 2006 06:42 PM