Do you think Microsoft support actually reads anything?


  1. Posts : 505
    Windows 10 Pro 64 bit 19042.985
       #1

    Do you think Microsoft support actually reads anything?


    It seems to me they play whole day video games in office and when someone post question, bot just copy-pastes general instructions you can google... And if people answer they answer to it... Because every time I read something on microsoft forums, there is always this one guy saying that Microsoft support didn't read anything and it gets heavily upvoted, even hundreds of votes. They actually don't even read anything...

    Yes they are busy probably, but if you don't even read the problem, it won't be solved and that user is probably going to create 8 new posts, because he is not getting any answers so... Microsoft what an utter joke, they have billions but can't pay for support, and they probably outsource it, something like white collar slaves from india for that job and pay them 9 bucks - it wouldn't surprise me disgusting... These forums are great at least you can get answers here "sometimes"...
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  2. WXC's Avatar
    WXC
    Posts : 2,661
    Windows 10 Pro 64-bit 21H1 19043.1237
       #2

    I do think they pay attention. Of course, there are sometimes 'canned replies', however, we should consider, in fairness, they likely receive millions of questions/complaints, each day.

    I wish you the best.
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  3. Josey Wales's Avatar
    Posts : 25,291
    Windows 11 Pro 22000.194
       #3

    MS Support does but I doubt that the HUB is controlled by a Human.
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  4. Posts : 505
    Windows 10 Pro 64 bit 19042.985
    Thread Starter
       #4

    Hmm I don't know, it is common theme I see so many times people complaining microsoft doesn't read anything and then it gets hundreds of upvotes... Couldn't they hire more workforce, they have billions... But companies put money only to things which will make them more money and tiny percentage to support...
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  5. cereberus's Avatar
    Posts : 12,364
    Windows10
       #5

    This is a pointless post.

    MS Support is an interactive service between an MS Support guy and an end user. These support guys are regionally based.

    The Feedback Hub is a statistical service for the development team based in Redmond.

    The Support guys will have no more access to the millions of posts in the Feedback Hub than an end user. Even if they did, do you think MS management would be happy if their employees spent all their time reading the hub information rather than doing their day job!?

    In simple terms, MS Support are employed to provide support not read blooming feedback!

    A more pertinent question is how good the support is?
    Frankly, all support services of any function (not just software) are basically all the same. They employ people who know how to resolve basic questions but once things get too complicated, it is beyound their skill set, and often things get elevated to next level.

    Help desks are essentially like triage in a hospital. A junior doctor/nurse examines patient, and in most cases can remedy the issue, but once the issue is outside their skill base set, they refer it to a senior specialist!

    So to answer original question:

    1) No, they do not read the feedback posts.

    and

    2) It is not their job to do so!




    I love it when people say MS is rich, so why do they not hire more guys?

    MS is not a charity - it is a private business with shareholder responsibilities. Of course, MS could hire more people but do you think the shareholders will accept a reduction in profit?

    Equally, would the end users (domestic and commercial) accept a rise in licence costs?
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  6. Posts : 505
    Windows 10 Pro 64 bit 19042.985
    Thread Starter
       #6

    cereberus said:
    This is a pointless post.

    MS Support is an interactive service between an MS Support guy and an end user. These support guys are regionally based.

    The Feedback Hub is a statistical service for the development team based in Redmond.

    The Support guys will have no more access to the millions of posts in the Feedback Hub than an end user. Even if they did, do you think MS management would be happy if their employees spent all their time reading the hub information rather than doing their day job!?

    In simple terms, MS Support are employed to provide support not read blooming feedback!

    A more pertinent question is how good the support is?
    Frankly, all support services of any function (not just software) are basically all the same. They employ people who know how to resolve basic questions but once things get too complicated, it is beyound their skill set, and often things get elevated to next level.

    Help desks are essentially like triage in a hospital. A junior doctor/nurse examines patient, and in most cases can remedy the issue, but once the issue is outside their skill base set, they refer it to a senior specialist!

    So to answer original question:

    1) No, they do not read the feedback posts.

    and

    2) It is not their job to do so!




    I love it when people say MS is rich, so why do they not hire more guys?

    MS is not a charity - it is a private business with shareholder responsibilities. Of course, MS could hire more people but do you think the shareholders will accept a reduction in profit?

    Equally, would the end users (domestic and commercial) accept a rise in licence costs?
    Precisely! But they are copy pasting answers, not even sure if first answer isn't botted. How is this not a wasting time, If you can literally google what they copy paste to you and they never read anything so they don't solve any problems, what is point of support then? They could get rid of support all together and it wouldn't make a difference
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  7. cereberus's Avatar
    Posts : 12,364
    Windows10
       #7

    empleat said:
    Precisely! But they are copy pasting answers, not even sure if first answer isn't botted. How is this not a wasting time, If you can literally google what they copy paste to you and they never read anything so they don't solve any problems, what is point of support then? They could get rid of support all together and it wouldn't make a difference
    The truth is the vast majority of pc users haven't got a clue how pcs and windows works and that is what front line support deals with all day mostly.

    So they provide a useful function but limited. As I said, it is essentially triage.
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