I've been having some real issues with customer service (or lack thereof) at Microsoft all week. Major problems. I haven't been able to access my OfficeLive account - or any account that requires me to log in with my Windows Live password. No one seems to be able to tell me why. And the response I'm getting from the support team has been largely "just relax and quit calling us - we'll get back to you at some point." Most of the people I've spoken to even tell me that there's no one I can even call or write to if I want to complain! That's just so wrong.
There's a local guy, Brad Worthley, that gives great seminars on customer service. He's a sharp guy who could really inspire this group to make customers happy, not angry and posting angry blogs. I was really hoping I could talk to a manager when I called yesterday. But then a funnt thing happened: I talked to someone who got it!
I called for my daily update and gripe and got a young woman named Carrie. I explained my problem for the umpteenth time and she said "I can help you with that!" I just about fell out of my chair! Brad would have been so proud! That was the first time in probably a dozen calls to this group that someone has said "I can" without the word NOT behind it. I just wish I could tell her manager how refreshing that was. Of course, that might get her fired. And, like Derek tols me, there is no manager to talk to.
Best of all,she did get me logged in! Something no one else has been able to do since I got locked out this past Sunday. Unfortunately this didn't last. I was locked out again this morning. And my call to tech support got me the usual response: "I can't help you with that - you'll need to wait to hear from our escalation department." tick tick tick
Microsoft - you need another Carrie!
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