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Four Hour Response RRS feed

  • Question

  • I appreciate that Microsoft's offers a 4 hour response to our client issues when we post in the forum. But this canned response within 4 hours is unacceptable. This does not address the actual issue and seems to be somewhat automated.I would think I would be speaking on the behalf of all partners and SB specialists but this DOES NOT count as the 4 hour response. It is a stall tatic considering that the REAL response is usually 24 hours later. Then as we reply back and forth, it's every 24hrs for a response. Granted if the issue needs immediate attention, we can alway call PSS for a cost. The majority of the time, it can be solved here, just takes sometimes a week or so.

    Here is a sample of that canned response. Does Microsoft feel that this is considered acceptable 4 hour response? And if so, please explain why so?

    Hi Partner,

    Thank you for posting in Partner Online Technical Communities.

    This is a quick note to let you know we are researching your issue and will update you ASAP. Also, if anyone else has the experience on this specific issue/scenario, please feel free to jump into and share your thoughts.


    Rick Faria / RDF Technical Services, LLC / SBSC
    Tuesday, October 11, 2011 1:36 PM

Answers

  • You should ask this question in the partner forums themselves. This forum is for technical issues with the forums application. Here is a thread that already has this topic, it looks like it's posted in the right place:  http://social.microsoft.com/Forums/en-US/partnerfdbk/threads

     

     


    Community Forums Program Manager
    Tuesday, October 11, 2011 3:52 PM
    Answerer
  • I hope a conversation with you is not nothing, but it might be nothing.

    So, what's the problem here? Should they not let you know they're trying to fix the problem? Should they not ask for other people to chime in if they have similar problems? Is the problem that they used copy/paste to say that?

    Because there's no automation there. It was a human who sent you that note. And we should assume everything they said is true (that they were working on it). Is that the issue (whether or not the message was automated)?

    If that's the case then the answer is that the person copied and pasted the text in, and we should assume they were being honest. It was not automation, but it also wasn't particularly personal.

    Thanks!


    Ed Price a.k.a User Ed, Microsoft Experience Program Manager (Blog, Twitter, Wiki)
    Friday, October 14, 2011 1:38 AM
    Owner

All replies

  • You should ask this question in the partner forums themselves. This forum is for technical issues with the forums application. Here is a thread that already has this topic, it looks like it's posted in the right place:  http://social.microsoft.com/Forums/en-US/partnerfdbk/threads

     

     


    Community Forums Program Manager
    Tuesday, October 11, 2011 3:52 PM
    Answerer
  • Ok, did. Thanks!

    But technically, this is a technical issue since Microsoft decided to use a canned reply to issues. :-)


    Rick Faria / RDF Technical Services, LLC / SBSC
    Tuesday, October 11, 2011 3:58 PM
  • Ok, did. Thanks!

    But technically, this is a technical issue since Microsoft decided to use a canned reply to issues. :-)


    Rick Faria / RDF Technical Services, LLC / SBSC


    Ha! Bugs are for the technology, not the people! =^)

    But even in this case... yes this is a canned answer (obviously pasted in), but isn't this good? (As long as it's true, and I see no reason to assume that it's not.) Not only does it tell you that they're investigating, but it also invites more community input. That's not good? 

    Thanks for being real, Rick!


    Ed Price a.k.a User Ed, Microsoft Experience Program Manager (Blog, Twitter, Wiki)
    Thursday, October 13, 2011 5:13 PM
    Owner
  • I give up. If nobody at Microsoft understands that is an issue nor cares, then this is going to fall on deaf ears and go nowhere fast. I posted where it was recommended and guess what?, Nothing, not a thing, nada. Oh well....


    Rick Faria / RDF Technical Services, LLC / SBSC
    Friday, October 14, 2011 12:46 AM
  • I hope a conversation with you is not nothing, but it might be nothing.

    So, what's the problem here? Should they not let you know they're trying to fix the problem? Should they not ask for other people to chime in if they have similar problems? Is the problem that they used copy/paste to say that?

    Because there's no automation there. It was a human who sent you that note. And we should assume everything they said is true (that they were working on it). Is that the issue (whether or not the message was automated)?

    If that's the case then the answer is that the person copied and pasted the text in, and we should assume they were being honest. It was not automation, but it also wasn't particularly personal.

    Thanks!


    Ed Price a.k.a User Ed, Microsoft Experience Program Manager (Blog, Twitter, Wiki)
    Friday, October 14, 2011 1:38 AM
    Owner
  • The issue is not if the response is automated or not. The issue is certain partners at different levels are told they are given a 4 hour response time. Granted Microsoft is meeting that "sometimes" but when they do, the response is no help at all. It is the same exact response on any posting for help and in my opinion is somewhat a stall tatic to meet the 4 hour response, again my opinion. I would rather see that 4 hour response come from some who can actually assist with the issue. Instead we are delayed for another 24 hours waiting for the "real" tech support person.

    I don't think I can make it any clearer than that?

    And yes, if other partners know the answer and can chime in, most do and that's great but most partners know to do that anyways to help the community.


    Rick Faria / RDF Technical Services, LLC / SBSC
    Tuesday, October 25, 2011 10:52 PM
  • Understood. Do you have some threads you can link to? At the very least we can check and then ping them and ask them to make sure they aren't putting you off. If they post that they're working on it, then there's no reason why they should go a whole day before they update you.
    Ed Price a.k.a User Ed, Microsoft Experience Program Manager (Blog, Twitter, Wiki)
    Wednesday, October 26, 2011 12:07 AM
    Owner