Microsoft implements "one minus three" support policy
Posted by Matthew on Monday October 28, 2002 @11:11AM
from the Almost-better-than-nothing dept.
Ghoti writes: Microsoft has announced a new support policy for customers who are unhappy with the new “three plus one” support policy. The software giant has announced a “one minus three” support policy last week specifically designed for customers that complain about the new support policy.
The new optional support policy means that software buyers expecting three years of full support followed by one year of limited, fee-only support would get one year of limited, fee-only support, preceded by three years of full support. The new policy is expected to go into effect fourth quarter of 2001, but free support will be backdated to Q4 1998.
“This is what happens to people who complain” said a Microsoft spokesman.
Responses from the user community shifted from anger to despair. “We’re currently in the process of switching to Windows 2000,” said a CIO at a major brokerage firm. “It’s a substantial step forward from Windows NT 4, and we can make a good business case for the upgrade. However, support for Windows 2000 was due to expire in the spring of 2003. We complained, but I’m really sorry we said anything now,” said the CIO. “We could have enjoyed six months of support. Instead, I will now have to pay Microsoft for the support we already received in the first half of this year. I’m kicking myself.”
According to Microsoft officials, the new policy was a direct result of the company’s efforts to improve service to users. “Customers wanted to have us depricate support more rapidly, to give them the kick they needed to upgrade. It’s like having a coach pushing you to new performance limits. Customers also wanted more chances to click to agree to our updated end-user license agreements.” a spokesman said.
“Previously, customers could wait a year, or two, or even three before paying to upgrading to a new operating system. Many customers were wasting time needlessly testing new operating systems in controlled environments before rolling them out across the enterprise.”
Subject:Refunds?
My hubby made $ 160 in support calls, he claims, in 1999 during that tragically terminated stint as a security guard. With the new Microsoft policy he ought to be able to get that refunded. I told him it's the security firm that should get the refund, but he pointed out that his former boss is in no condition to complain about it (or anything else, for that matter). He thinks it wouldn't be more than a two hour job to get the receipts.
I'm all in favor of this. It's not the $million for the Microsoft switch campaign, but it's more than a third of what hubby owes me, and Microsoft isn't acting serious about their stupid campaign.
Comment by eBay Bride — October 29, 2002 @ 3:24 pm