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  • Let Us Help You… PLEASE!!!

    Posted on July 18th, 2008 Dan Hughes No comments

    That I do tech support for a living allows me to laugh at supposed people who provide tech support.  I PRIDE myself working for a company where we WANT to help with Microsoft products.  We’re not troubleshooters, really.  Well, we do that too, but mostly we teach you how to use Office and many off the shelf software programs in a way that makes your job more productive.  I’m certified in most of the Office programs myself, and a lot of other things too.

    We’re different from other tech support, because we aren’t “fix it, its broken” people.  We’re “here’s a better wrench for that, let me show you how to use it, and while you’re doing that, here’s some caulk and some other tools you may need, and here’s something else you can do while you’re waiting for that to set” people.  And I enjoy it.  I WANT to support you.  I want to dazzle you with my brilliance with my kickASS VLookup formula.

    I never in my life have experience nor expected to experience in my life that level of support.

    Until Joe Cheng at Microsoft.   (Not to be confused with Joe Cheng.)

    Holy crap.

    Remember that Live Writer problem I was having?  I found a thread in Microsoft’s forums about a similar issue (if not the same).  So I posted with my stats and setup, and asked for help.  Now, their forums were down for maintenance later, which is fine.  I would’ve totally understood that he could not have posted til the next day in response to my query.  Hell, that he would post even same day so late at night would surprise me.

    This dude looks up my website, comes to the blog here and frickin posts a comment so he can help me. 

    I was AMAZED.

    We traded emails all evening.  It was the most glorious thing that has ever happened to me.  I’m sitting here, replying emails with a REAL guy at MICROSOFT (it was legit, email was microsoft.com and all) who is absolutely concerned with helping solve the problem.

    We ended up finding the solution eventually.  He showed me how to get a log file that, once I had my hands on it, was able to do some troubleshooting, and found that that Writer doesn’t play too friendly with some download accelerator software.  Got around that, and worked.

    Thank you Joe Cheng.  My Writer works, I’m a happy camper, and you deserve a medal.  Now, just point me in the direction of the Windows Live Mail team so I can give them a piece of my mind concerning how messed up the feeds section in that program is (constant duplicates driving me MAD).  And that they need to customize the interface with GMail so I can use my colored labels in Live Mail.  (I know, that’s not your fault, GMail does the WEIRDEST crap with IMAP… labels in FOLDERS?  What’s that?)  Do that, and I’ll come running back to Live Mail like a kid coming back for candy.

    P.S.  I <3 Microsoft.  I may use GMail for email and Reader for feeds, but I use Writer, Mail for my OTHER email accounts (and want to use it for Gmail, damned lovely colored labels…), Skydrive, and Microsoft Office Live, which, as far as sharing goes, beats Google Docs hands down.

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