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Why is it so hard to get support?

On the "customersource" website, I am trying to email in a new customer support request.

What a piece of junk.

I get to this "SELECT PAYMENT" screen asking to pick one of the following:

O Professional Support License/Contract

Professional (5-pack),Open License Value (OLV), and other contracts (Access ID required)

O Software Assurance License: for servers only (Software Assurance Access ID required)

WHAT THE HE|| IS THAT? No explanations, no way to get more info to know what to pick.

So the only thing I can pick since RMS is not a 'SERVER', is the Professional 5-pack? HUH? I don't want a "5-pack". I HAVE ONE QUESTION.

What the heck is my "subscription" for that I have paid BIG BUCKS for over the past few years?

Reply to
Mickie
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Forget about MS support. Use your reseller or ask questions here.

Incidentally, I had the best support experience of my LIFE with Quickbooks Online. Even with the 30 day trial you get unlimited phone support. I put in a support request online and a rep called me within ONE MINUTE! They spent

20 minutes with me, patiently working through my issue. I would recommend it to anyone, despite some minor feature deficiencies that currently exist with the service.

We pay hundreds, if not thousands to Microsoft every year for support and receive nearly nothing for it. We are essentially paying in advance for them to write the next software update which we may never use (like I am not using RMS 2.0).

If Intuit can provide unlimited support free with service at $9.99 per month, there is something horribly wrong with the approach Microsoft has chosen.

Reply to
Jason

Mickie, I don't know what steps you took to get those options but I just went to customersource | support | new support request | next | microsoft retail management | store operations | choose version, build, database, & operating system and never encountered any select payment screen that you are describing. My support request went through without any problems. That being said I think Jason is right about using your reseller and this NG before contacting support. Craig

Reply to
Craig

One more thing, I was surprised to not have to enter a CC # when contacting support. This is the second support request(the first was for a hotfix)that I didn't need to enter a CC# before being allowed to send the request. I quess since they are giving us 2 incidents with paid maintenance that they are no longer forcing a CC# with requests anymore. Craig

Reply to
Craig

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