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Microsoft take note: your customer services people don't know what's going on

By Mauricio Freitas, in , posted: 26-Aug-2007 09:26

It appears the Windows Validation server was FUBAR for a while... As it is expected when a single point of failure, well, fails, you would have people screaming - even more if this failed component labels you as a pirate and it's an essential part of the software distribution model a company implements:



This is not the tip of the iceberg. One of our Geekzone users contacted Microsoft Activation phone line, and the customer (dis)service representative instead of providing the correct information about the validation servers having a server problem, decided to call the user a pirate, and disconnected the call.

Way to go with customer services Microsoft...

UPDATE: Microsoft admits there were problems with its WGA server (validation) and it should be working again. No word on what's gone wrong.


We've been receiving reports on our forum and through customer service starting last night that Windows Vista validations have been failing on genuine systems. It looks now as though the issue has been resolved and validations are being processed successfully.

Customers who received an incorrect validation response can fix their system by revalidating on our site (http://www.microsoft.com/genuine). We encourage anyone who received a validation failure since Friday evening to do this now. After successfully revalidating any affected system should be rebooted to ensure the genuine-only features are restored.


Now, I really, really think customer services people who fail the "services" part should get the boot. Or retraining under fire.

Bad service is the worst thing in any industry.

UPDATE: I have just received an e-mail from Microsoft New Zealand, copying the user in question. Microsoft apologised by this incident, and agrees this should not be the way the customer service handled the call - even more because it was a worldwide meltdown in the company's own WGA servers.

UPDATE:
This is an update on what happened durig the meltdown.



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Other related posts:
Windows 8 Mail app not hyperlinking emails
Are we seeing the death of Windows RT?
Windows 8 Consumer Preview






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Mauricio Freitas
Wellington
New Zealand


I live in New Zealand and my interests include mobile devices, good books, movies and food of course! 

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