OT: MSDN subscribers

  • Thread starter Thread starter Bill McCormick
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Bill McCormick

I'm posting here since this is somewhat related to Pete's earlier post.

Am I alone in feeling like the MSDN Subscriber support is waining of late? I
mean, one of the things we're supposed to get is Managed Newsgroups (Get
expert answers to your technical questions within two business days) and
Online Concierge Chat (Do you need guidance finding the answers you are
looking for, or assistance with a non-technical question?).

Along with the recent revelation not all users are seeing all their messages
posted, certified MS engineers don't seem to answer posts within 2 days, if
at all. And today I tried to start an Online Chat with the Concierge (to
complain about the poor service) and got no response.

WHAT'S GOING ON MICROSOFT. I FEEL LIKE I'M NOT GETTING WHAT I PAID FOR HERE!!!

Bill McCormick
 
I'm posting here since this is somewhat related to Pete's earlier post.

Am I alone in feeling like the MSDN Subscriber support is waining of
late? I mean, one of the things we're supposed to get is Managed
Newsgroups (Get expert answers to your technical questions within two
business days) and Online Concierge Chat (Do you need guidance finding
the answers you are looking for, or assistance with a non-technical
question?).

Along with the recent revelation not all users are seeing all their
messages posted, certified MS engineers don't seem to answer posts
within 2 days, if at all. And today I tried to start an Online Chat with
the Concierge (to complain about the poor service) and got no response.

WHAT'S GOING ON MICROSOFT. I FEEL LIKE I'M NOT GETTING WHAT I PAID FOR
HERE!!!
Click to expand...

Good question. :)

I don't get MSDN managed newsgroup support, so I don't have any first-hand
information with respect to their responsiveness. Also, it seems like
since you're posted using the Microsoft news server, that would preclude
your messages getting lost between you and Microsoft. But, I don't really
know how their system works. I suppose it's possible that the point at
which it's broken (and clearly it is broken) is actually between their
news server and whatever server handles identification and processing of
posts made by MSDN subscribers.

If you can get someone who has responsibility for supporting MSDN
subscribers, I think it's actually possible you'll get a more prompt
response than I've been able to through the standard Microsoft online
support channel. After all, as you said, you _paid_ for your product and
aren't receiving the service you _paid_ for.

Of course, my hope is that fixing the problem in one place resolves all
the issues. I suppose it's possible whatever problem is preventing you
from getting MSDN support isn't related, in which case I'm out of luck on
that front. But I can hope. :)

So, please...do try to find someone in MSDN support who can work on the
problem. You do obviously deserve better service than you're getting, and
eventually you should reach someone at Microsoft who can fix that.

Pete
 
In order to get managed newsgroup support, you must register an email alias
with your MSDN account
(http://msdn.microsoft.com/en-us/subscriptions/aa948868.aspx).

If you don't do that, then MS won't know you are an MSDN member and won't
put your question into the que for thier engineers to answer. I've never
had any trouble with managed NG's in many years. In fact, I find that they
usually follow up with me via my personal email to ensure that my question
has been answered to my satisfaction.

-Scott
 
Scott said:
In order to get managed newsgroup support, you must register an email alias
with your MSDN account
(http://msdn.microsoft.com/en-us/subscriptions/aa948868.aspx).
Click to expand...

Been there. Done that. Notice the community.nospam domain portion of my
From: ? I've double and triple checked my registration and have even
called and spoken to people.
If you don't do that, then MS won't know you are an MSDN member and won't
put your question into the que for thier engineers to answer. I've never
had any trouble with managed NG's in many years. In fact, I find that they
usually follow up with me via my personal email to ensure that my question
has been answered to my satisfaction.
Click to expand...

I've had very good response from them in the past as well. But lately,
noting all the evidence in my OP, things are not working correctly.

Thanks,

Bill
 
Peter Duniho said:
Good question. :)

I don't get MSDN managed newsgroup support, so I don't have any first-hand
information with respect to their responsiveness. Also, it seems like
since you're posted using the Microsoft news server, that would preclude
your messages getting lost between you and Microsoft. But, I don't really
know how their system works. I suppose it's possible that the point at
which it's broken (and clearly it is broken) is actually between their
news server and whatever server handles identification and processing of
posts made by MSDN subscribers.

If you can get someone who has responsibility for supporting MSDN
subscribers, I think it's actually possible you'll get a more prompt
response than I've been able to through the standard Microsoft online
support channel. After all, as you said, you _paid_ for your product and
aren't receiving the service you _paid_ for.

Of course, my hope is that fixing the problem in one place resolves all
the issues. I suppose it's possible whatever problem is preventing you
from getting MSDN support isn't related, in which case I'm out of luck on
that front. But I can hope. :)

So, please...do try to find someone in MSDN support who can work on the
problem. You do obviously deserve better service than you're getting, and
eventually you should reach someone at Microsoft who can fix that.

Pete
Click to expand...

FYI, I do see this post on Microsoft's website, but not in Vista Windows
Mail... :-(

Mike
 
Bill McCormick said:
I'm posting here since this is somewhat related to Pete's earlier post.

Am I alone in feeling like the MSDN Subscriber support is waining of late?
I mean, one of the things we're supposed to get is Managed Newsgroups (Get
expert answers to your technical questions within two business days) and
Online Concierge Chat (Do you need guidance finding the answers you are
looking for, or assistance with a non-technical question?).

Along with the recent revelation not all users are seeing all their
messages posted, certified MS engineers don't seem to answer posts within
2 days, if at all. And today I tried to start an Online Chat with the
Concierge (to complain about the poor service) and got no response.

WHAT'S GOING ON MICROSOFT. I FEEL LIKE I'M NOT GETTING WHAT I PAID FOR
HERE!!!

Bill McCormick
Click to expand...


I don't see any posts by your name from prior to 5/6/2009. Furthermore,
none of those posts have been answered by MS engineers.

Do you recall a post you made that was answered by MS staff?
 
Family said:
I don't see any posts by your name from prior to 5/6/2009. Furthermore,
none of those posts have been answered by MS engineers.
Click to expand...
Now that's what I'm talking about!
Do you recall a post you made that was answered by MS staff?
Click to expand...
The last one was on 6/3/2009 from v-lliu at online dot microsoft dot com


Thanks. Now at least I feel like somebody cares!!

Bill
 
msnews.microsoft.com
Click to expand...

Well, _that_ is strange, considering that I posted the post to Microsoft's
news server, and am myself looking at it on that news server.

Maybe try a different news reader? Could be a configuration issue on your
end?

Sorry, no good answer from me.

Pete
 
Peter Duniho said:
Well, _that_ is strange, considering that I posted the post to Microsoft's
news server, and am myself looking at it on that news server.

Maybe try a different news reader? Could be a configuration issue on your
end?

Sorry, no good answer from me.

Pete
Click to expand...


I'll probably try a different reader over the long weekend. It is
strange...
 
Family Tree Mike said:
I'll probably try a different reader over the long weekend. It is
strange...
Click to expand...


Just as a random note: I'm using the built in Vista Windows Mail client to
access this newsgroup via msnews.microsoft.com, and I've seen the whole
thread (or at least, I think I have!)
 
I'm posting here since this is somewhat related to Pete's earlier post.

Am I alone in feeling like the MSDN Subscriber support is waining of
late? I mean, one of the things we're supposed to get is Managed
Newsgroups (Get expert answers to your technical questions within two
business days) and Online Concierge Chat (Do you need guidance finding
the answers you are looking for, or assistance with a non-technical
question?).

Along with the recent revelation not all users are seeing all their
messages posted, certified MS engineers don't seem to answer posts
within 2 days, if at all. And today I tried to start an Online Chat with
the Concierge (to complain about the poor service) and got no response.

WHAT'S GOING ON MICROSOFT. I FEEL LIKE I'M NOT GETTING WHAT I PAID FOR
HERE!!!

Bill McCormick
Click to expand...


Good news, I think. I had an chat with the MS Online Concierge and it looks
like I've managed to get the issue escalated to the newsgroup engineering
team. Here's a transcript of our conversation ... for the record:


William: Initial Question/Comment: problems with managed newsgroups


https://msdn.microsoft.com/subscriptions/manage/default.aspx


Kate Lian has joined this session!


Connected with Kate Lian. Your reference number for this chat session is
1588309.


Kate Lian: Thank you William for contacting the MSDN Online Concierge.
Please give me a moment while I review your question.

Kate Lian: Thanks for the inquiry, may I get more information for your issue?

William: For one, the community has noticed that posts are not showing up on
the server and there has been no response from MS. Secondly, the poor
response from MS engineers continues; I have a number of posts that have
gone unanswered and unresolved - in more than one newsgroup - for days if
not weeks. This is the second time I've complained about this. Please get
these problems fixed as it is effecting my ability to use MS products to
develop new, reliable products for my customers.

Kate Lian: Sorry to hear that, William. May I know if you have configured a
managed response no spam posting alias for MSDN Managed Newsgroup after each
renewal? To get guaranteed response from our support engineers repressible
for the managed newsgroups,have to create this kind of posting alias for
MSDN Managed Newsgroups.

William: yes it is configured as (e-mail address removed)

William: not getting a response from MS is only part of the problem.


Kate Lian: Okay, may I know if you have renewed the subscription recently?

William: the community as a wholle is experiencing problems with messages
posting

William: i need to renew my subscription yearly

William: the current expiration date is 10/1/2009

William: SubscriptionNumber: XXXXXXXXXXXX SubscriptionType: Volume License
Subscription Status: Active
Expiration Date: 10/1/2009

Kate Lian: As far as I know, after each Subscription renewal, you have
reconfigure the MSDN Managed Newsgroup posting alias.

Kate Lian: have to*

William: fine. it's been reconfigured

Kate Lian: For this issue, could you please give one of your thread URL?

Kate Lian: I can help you have a double check for your posting alias.

William: ok. stand by

Kate Lian: Okay, take your time, please.

William:
http://www.microsoft.com/communitie...&pt=&catlist=&dglist=&ptlist=&exp=&sloc=en-us

Kate Lian: William, may I get the thread title?

William: ApplicationSettingsGroup

Kate Lian: Okay, I'm checking it for you and thanks for your patience in
advance.

William: ok. thanks. i need this problem fixed. this is the second time i've
spoken with an online conierge about this.

Kate Lian: William, I have double checked this issue for you and it seems
that the Newsgroup management tool has a bug.

William: again, i'm not speaking about the ApplicationSettingsGroup problem;
i'm speaking about the managed newsgroup problem in general - with respect
to missing messages and lack of response.

Kate Lian: Don't worry, William. I will escalate this issue to our Newsgroup
team.

William: what is the Newsgroup management tool?

William: i use Mozilla Thunderbird as my news reader.

Kate Lian: The Newsgroup Management Tool I mentioned is the Newsgroup
background system for our professional engineer use.

Kate Lian: For this issue, I will escalate this issue to our Newsgroup team.

William: andwhat is the bug? and how have you found this bug?

Kate Lian: It is a known issue, but only few Customers are effect.

William: when can i expect a resolution?

Kate Lian: Sorry for any inconvenience we brought you.

Kate Lian: Personally think they will get a response in one business day
after my escalation.

William: why does the problem effect non-msdn subscribers posts as well?

Kate Lian: It maybe caused by the system bug. By the way, the Newsgroup
engineers are working on it now.

Kate Lian: What I could do this moment is help you contact a professional
engineer to reply your thread.

William: ok, there are actually a number of threads that i'm waiting for an
answer

Kate Lian: May I know if wpmccormick@XXXXXX the best email address to follow
up this issue with you?

William: yes

William: may i have a contact in the newsgroup engineering group to follow
up on this? will some be contacting me about that?

Kate Lian: Personally think you can send me an email to (e-mail address removed)
with all the threads you have post.

Kate Lian: I will escalate this issue with your email to our professional
engineer.

William: ok. that's great

Kate Lian: They should give you a reply for all the threads you have post.

William: great

Kate Lian: By the way, may I know if there is anything else I could do for
you this moment?

William: no. i'm satisfied with the information that you've given and the
means by which i can now get these problems resolved.

William: thank you

Kate Lian: Always my pleasure and please feel free to come back again
whenever you need us.

William: ok. thanks

Kate Lian: It's my pleasure and thank you for using the MSDN Online
Concierge. We are open 24 hours a day, seven days a week.

William: i got no response yesterday when i tried to contact an Online
Concieerge.

William: was there some problem yesterday?

Kate Lian: You mean you can't contact with our chat service yesterday?

William: yes, that's correct

William: i've done nothing different today that i'm aware of.

Kate Lian: We are 24 hours a day and seven days a week. And the chat service
worked fine yesterday.

Kate Lian: Personally think this maybe caused by the network issue.

Kate Lian: I mean the network is unstable.

William: yes. things like that can happen i suppose

William: anything else?

Kate Lian: I think so. By the way, please feel free to come back again.

William: ok. thanks.

Kate Lian: You are most welcome, William

William: bye

Kate Lian: Bye and thank you William for using the MSDN Online Concierge.
 
Well, that's good to hear that you've done the registration, but simply
seeing the .nospam portion of your email alias wouldn't tell me that you've
registrered ith with MS.

-Scott
 
More good Pete's posts from 6/29 for the LINQ Max thread showed up
today. Maybe they're getting things fixed finnaly.

Bill
 
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