Well it has now been a week since I paid for and submitted my case to Microsoft support. So far nothing has happened, other than me chasing after PSS to get them to look at my case. So much for “A Microsoft professional will respond to you in e-mail within 1 business day.”
I wish I still had a TAM as I would have called them and asked them to do something about this. After reading an article that I wrote a while back called “Tips for Getting the Most out of your Service Contract” one of my past TAMs suggested to always CC the “Compass Email Clerk”. Most of the time this ensures a timely response (I would usually get either a phone call or an email within 2 hours after submitting something to “Compass Email Clerk”) but in this case it is not helping to get this case resolved!
In the past when I had a TAM and was the MS contact for my company, I never understood why some people would say MS support was slow and un-helpful. Now that I don’t have a TAM I understand fully understand why they would say that. My experience so far has not been all that good. I don’t ask for a lot: all I’m asking for is for some one to work on my case and provide me with a regular status update. Is that too much to ask for?
So if you have a TAM, thank your lucky stars, and if you don’t, well, you are stuck like the rest of us. I wonder if it is too late to upgrade this case to a severity “A” case J, that way Steve Ballmer gets a call with in a few hours if they don’t solve the case?