$490 Phonecall

[un4given1]

OK, so here I am sitting on the phone... have been for over 2 hours now. I had to call in the big guns. MICROSOFT I have 2 issues that I needed their help with and they charge $245 for each issue.

So, here I am on the most expensive call of my life. I'm learning something though. That's the nice part about it. They are using TS to get into the PC and I am able to watch the session. So, this issue will never come up again.

What were the issues? Microsoft Fax services would no longer route faxes to the online document library. This was because the intranet component (SharePoint Services) was having issues. Also, our Exchange server has ceased to work any longer. I had a crash a couple weeks back and I have been working and working to get this resolved and decided I finally needed to call MS to take care of some of the issues that I just couldn't.

Just thought I would share my experience, and waste some time.

Later

[un4given1]

BEFORE THEY DECIDED TO REINSTALL INTRANET

me: "Do I need to back anything up or will our data be OK?"

m$: "No, your data will be fine. You will not lose anything"

AFTER

m$: "OK, now you can import your backup."

me: "Backup? You told me an hour ago that I didn't need to back it up."

m$: "Oh... Do you have a backup?"

me: "From over the weekend... but that's not the point. You told me I wouldn't lose any data"

m$: (this is actually what he said...) "Oh, well your data is lost."

<about a minute of dead air>

m$: "So, do you have a backup?"

me: "No, because you told me I wouldn't need to back it up."

m$: "I see..."

<another minute of dead air>

m$: "I did a shadow copy of it before we started"

me: "OK, you can restore that"

me: "Wait... that's only one of the database files... where are the rest?"

m$: "I don't know"

<ANOTHER minute of dead air>

me: "You said there wouldn't be a problem... I'm just going to assume you know what you are doing.. and I'm just going to let you FIND our database files, and get them imported"

m$: "OK"

So, the best he could do is he found a shadowcopy of the files from last night... meaning we lost everything we did today. I can live with that... but it sucks. The CEO is gonna kick my a**. Oh well.

Still waiting for them to fix the other issue.

[IcemanND]

have some fun, ask for a copy of the support call. then ask for a refund of the support fee. After all the customers data is the second most important thing when working on a customers system. And since he was doing this remotely the number one concern doesn't qualify.

[Marsden]

They charged you? You should join the MS Partners group. Then you get a toll free 1-800 number for business critical support. BTW, at no cost to you... Membership has its privileges...

[un4given1]

Oh... it was a 800 number... then they ask you for a credit card. Some issues are free... other's are not.

[Marsden]

My 800 number... ALL support calls are free...