It seems to me that many large corps don't employ staff at the front line who can solve consumer problems. In technology, the answer is usually reload or reboot or reformat. That was even true in my previous company, in the computer industry. If you had a problem with your computer, first step was to reload it rather than try to diagnose what was wrong, then fix it. To be fair, it often worked, but usually at massive inconvenience to the user, who had to recover/restore all links, shortcuts etc etc.
Without doubt, the most reliable support info is often found on the internet, so long as you can sort the wheat from the chaff. In Microsoft's case, there are forums/newsgroups inhabited by Microsoft-authorise but not employed professionals. But usually they have a fairly blinkered view.
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