As most of you know, I write an official weblog on www.lotus.com/weblog as well as contributing content here on my own site.  So it is with a fair bit of interest that I added Microsoft's official weblog for MS Exchange to my RSS reader several weeks ago.  MS has taken a team approach to the blog -- several people are contributing content, and they do typically have profiles posted so you know who said what.  I am intrigued by the process -- it seems quite different from what we do on lotus.com.  It does, however, suggest an approach I could take with the Lotus weblog -- remove the branding (which would be fine by me) and move to a model of more of a group effort.  Something to think about.
However, today's MS Exchange blog discusses hold times for MS Product Support on Exchange.  I find this open admission fascinating. Here is Microsoft essentially airing dirty laundry in public:


"I called in, waited for an hour and the they told me I'd get a call in 4 hours".

Yes, unfortunately, this is what happens these days.
I am not casting stones at MS PSS by quoting this (though I do find it a bit amusing that a company with $60 billion in the bank doesn't have enough support people for a product that is known to be .... well, ok, anything I'd say here would be a cheap shot Image:Microsoft Exchange Team Blog: PSS hold times (updated)).  Anyone who has ever worked in IT has been in this situation with support or a help desk -- and those of us who have been on that end of the call know how uncomfortable and disappointing it is to provide less-than-ideal turnaround time for help requests.
At any rate, I think it's quite intriguing, on an official blog, to be reading about support turnaround time problems.  It's refreshing, but a bit risky.  Were it me writing for that blog, I'd be worried about my competition taking that information and spinning it in some way to customers.... oh...um,.... er, uh, nevermind.
Update: I've commented on the flareup this blog entry created.

Post a Comment